Troubleshooting the Imprivata Agent

The Imprivata agent software includes several utilities that assist in troubleshooting issues:

  • ISXTrace - use the trace utility (ISXTrace.exe) to create log files to help troubleshoot issues with Imprivata Customer Support.

    • Create a log file.

    • View the appliances the Imprivata agent connects to.

  • ISXMenu - use this helper utility (ISXMenu.exe) to emulate certain actions normally performed from the agent icon in the Windows system tray. Use this utility to trigger supported agent actions from a command prompt.

NOTE:

Use these utilities only under the direction of Imprivata Customer Support.

To create a log file with the trace utility:

  1. Ctrl+click the Imprivata agent icon on the desktop notification area.

  2. Click Trace Utility.

  3. Click Logging Options.

    Click to enlarge

  5. Select the required log options, and click OK.

You can view the list of Imprivata appliances in your organization's enterprise topology using the trace utility.

  1. Ctrl+click the Imprivata agent icon on the desktop notification area.

  2. Click Trace Utility.

  3. In Tools > Options, select the required log options and click OK.

  4. In the DEBUG list, select CONFIG.

  5. In the left pane, expand the Enterprise Topology item.

    Click to enlarge

You can enable logging at the policy level to help identify agent issues that occur intermittently across multiple computers. To enable agent logging from the computer policy:

  1. In the Imprivata Admin Console, go to the Computers menu > Computer policies page.

  2. Open the required computer policy.

  3. On the General tab, go to the Agent logging section, and select Yes for Enable Agent Logging?.

Logs are stored locally at the following location:

C:\ProgramData\SSOProvider\Logs

In addition to ISXTrace logs, you can review the Imprivata server and appliance logs to troubleshoot a problem.

  1. In the Imprivata Appliance Console, go to the System page > Logs tab.

  2. Select the Imprivata server and appliance logs that you need.

  3. Click Display Log to view the contents of the file. The log content is plain text. You can copy and paste the contents into a text editor or other application.

Use the ISXMenu utility to trigger supported agent actions from a command prompt.

Requirements

  • The Imprivata agent software installed and running on the endpoint.

  • Commands are run in an interactive user session.

Limitation

  • The ISXMenu utility is not suitable for use with PowerShell Extension Objects.

Syntax

Copy 
"C:\Program Files (x86)\Imprivata\OneSign Agent\ISXMenu.exe" <command>

Supported Commands

The ISXMenu utility supports the following commands:

Command Description
about

Opens the About dialog.
enable Depending on the Imprivata agent state, enables or disables the agent or performs login or logoff.
enroll Launches Confirm ID enrollment, if licensed.
reset Resets the credentials.
update Performs Sync with server and updates agent data from the Imprivata server.
state

Returns the current agent state.

The state command returns a type value (this differs from the value shown in the registry):

  • type=0 – No agent

  • type=1 – Agent is in application profile generator (APG) mode

  • type=2 – Kiosk mode (type 2 agent)

  • type=3 – Single user mode (type 1 agent)

  • type=4 – Citrix server single user mode (type 3 agent), published app launched without fast user switch (FUS)

  • type=5 – Citrix server kiosk mode (type 3 agent), published app launched with FUS

  • type=6 – Citrix server kiosk mode for thin client (type 3 agent), published app launched with FUS on thin client
ping Forces an agent ping to the Imprivata server.

  • lock

  • 210

Simulates the hotkey to lock the desktop.

  • suspend

  • 223

Suspends and resumes single sign-on.
closeprivacyscreen Closes the privacy screen if it has been configured to show for a long time.
logoff Requests to log off the user from the agent.
getloggedinuser Returns the current logged in EAM user.
exit Exits the agent.

Examples

Copy 
"C:\Program Files (x86)\Imprivata\OneSign Agent\ISXMenu.exe" update
"C:\Program Files (x86)\Imprivata\OneSign Agent\ISXMenu.exe" about

Additional Numeric Options

The ISXMenu utility supports the following numeric options:

Numeric option Description
211 Enroll fingerprint
212 Launches the Imprivata Admin Console interface.
213 Displays the Password help page
214 Opens Trace
216 Manage Passwords
226 Test agent license screen
230 Displays the Getting Started screen
239 Displays the Secure Walk Away Welcome screen
240 Secure Walk Away camera positioning