A.0 Troubleshooting

The following sections explain the issues that you might encounter on a managed device.

Endpoint Agent Explorer is not displayed in the Windows Explorer

Source: Endpoint Agent
Explanation: The Endpoint Agent Explorer might not be displayed in Windows Explorer by default after installing the agent.
Action: To enable the Endpoint Agent Explorer in Windows Explorer, follow these steps:

  1. Open the Applications Portal:

    1. Press the Windows logo key.

    2. Type Applications Portal and select it from the search results.

  2. Locate a bundle in the Applications Portal.

  3. Right-click the bundle and select Send to Desktop.

  4. After the bundle is pinned to the desktop, the Endpoint Agent Explorer will be displayed in Windows Explorer.

Desktop Icons are Rearranged after the Reboot

Source: Endpoint Agent
Explanation: Due to Microsoft technical limitations, the NAL icons and default shortcut icons are placed in unexpected locations on the desktop.
Action: None

The Endpoint Agent UI shows both English and the local language chosen for viewing

Source: Endpoint Agent.
Explanation: Resources are loaded according to the locale of the process that retrieves them. When using regional settings, the Endpoint Management Windows service might be configured to use a different language than the user is configured to use. The result is that the strings from both languages are displayed.
Action: Do one of the following:

  • Install the native language operating system

  • Change the default user language to match the language displayed by the user

Security vulnerabilities in .NET framework

Source: Endpoint Agent.
Explanation: There are a few critical vulnerabilities in the .Net framework.
Action: On the Endpoint Agent, apply the following patches that have been released by Microsoft for .Net vulnerabilities:

The Endpoint Agent Window Displays the Username with Random characters

Source: Endpoint Agent
Explanation: This issue is observed when you log into a device with the same username that is part of different tenants. If you log into the same device for the second time with the same username that is part of another tenant, then the username in the Endpoint Agent window is appended with random characters.
Action: none

Desktop Icons are Rearranged after the Reboot

Source: Endpoint Agent
Explanation: Due to Microsoft technical limitations, the NAL icons and default shortcut icons are placed in unexpected locations on the desktop.
Action: None

The partial or the general refresh of a terminal server might cause high usage of system resources and take considerable time to refresh the server

Source: Endpoint Agent.
Explanation: During a partial or general refresh of a terminal server, the Endpoint Agent on the server simultaneously refreshes the sessions of all the users logged into the terminal server. If too many users are logged in to the terminal server, the Endpoint Agent might take substantial time to refresh the terminal server and the usage of the system resources on the server might also be high.
Action: Perform the following steps to refresh the user sessions in batches:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\OpenText\EndpointAgent\.

  3. To enable batch refreshes, create a string called EnableBatchRefresh and set the value to 1.

    By default, there are 5 sessions in a batch.

  4. (Optional) To change the number of user sessions in a batch, create a string called maxUserRefreshThreads and set the desired value.

The quick-task execution fails when a policy is assigned to a device.

Source: Endpoint Agent.
Explanation: The quick-task execution fails when a policy is assigned to a device because the primary server is unable to communicate to the Agent on the Quick Task port.
Possible Causes: The possible causes for this issue could be:

  • The Agent is switched off.

  • The Firewall of the Agent or router prevents communication with the Quick Task port.

  • Any security software, such as an antivirus, blocks the communication with the Quick Task port.

Endpoint Agent service crashes

Source: Endpoint Agent.
Explanation: Sometimes Endpoint Agent service crashes due to an internal error in the .NET Runtime with exit code 80131506 and unable to recover automatically.
Action: You must apply the hotfix (KB2640103) provided by Microsoft support. For more information, see Microsoft support.