Connection Manager Troubleshooting Guide

Clear the CPAM by following the steps below:

1. Disconnect from any CPAM sessions.

2. Close all internet browser windows, including the browsers that you have never used to access your CPAM server.

3. Open your CPAM Connection Manager folder through one of the following methods:

   1. For CPAM server version 21.1 and above

      1. Open the Run prompt (WindowsKey + R).

      2. Type in %LOCALAPPDATA%.

      3. Press Enter.

      4. Locate the Connection Manager folder.

   2. For CPAM server version 20.0 and below

      1. Open the Run prompt (WindowsKey + R).

      2. Type in %TEMP%.

      3. Press Enter.

      4. Locate the Connection Manager folder.

4. Compress the Connection Manager folder into a .zip folder.
   If you encounter issues at this point, reboot your system and try again.

5. Move the Connection Manager.zip folder outside of the directory.

6. Delete the original Connection Manager folder in the local or temp directory.

After you complete these steps, the CPAM cache is considered erased.

Uninstall the Connection Manager to delete issues that may have occurred during installation or execution.

1. Open the Run prompt (WindowsKey + R).

2. Type in appwiz.cpl.

3. Press Enter.

4. Locate the Connection Manager.

5. Click Uninstall or Change.

Ensure that the Connection Manager does not appear in the list before you continue to the next step.

After you clear the cache and uninstall the application, try reconnecting to the Gatekeeper or Application and Download the Connection Manager again.

If the issue continues, you must gather the User Logs for the CPAM team for diagnostics. Gather the logs with the following steps:

1. Locate the Connection Manager icon on your Windows task bar.

2. Right-click the Connection Manager icon.

3. Click Save Records.

Diagnostics Cannot be Gathered

In certain cases, users are not able to gather the diagnostics and records from the Connection Manager because the icon disappears from the task bar. In these cases, ensure the user is not running security software that prevents the Connection Manager from installing and starting.

Get Diagnostics Without the Connection Manager

If your company's security policies does not enable you to authorize the installation of the Connection Manager, obtain the records and diagnostic files with the following steps:

1. Open the Run prompt (WindowsKey + R).

2. Type in %HOMEPATH%.

3. Press Enter.

4. Hold CTRL while selecitng all the files listed with the following prefixes:

   • rss

   • sdc

5. After they are all selected, compress the files into a .zip folder.

After you have gathered the records and diagnostics contact your Imprivata Customer Service or Customer Success representative.

Ensure that you keep the Connection Manager.zip file from Step 1, as it may be requested.

Clear the CPAM by following the steps below:

1. Open your computer Terminal.
   You can use the Spotlight Search (Command + Spacebar) to find your Terminal.

2. Locate and compress the Connection Manager folder through one of the following methods:

   1. For CPAM version 21.1 and above:

      1. Copy and paste the following commands.
         Ensure that you run each singular line independently, not all at the same time:

         killall ConnectionManager This command is only necessary if the Connection Manager is actively running.

         cd ~/Library/Application\ Support

         zip -r ConnectionManager.zip ConnectionManager

         rm -rf ConnectionManager

         You can relocate the compressed file by typing the following command in the terminal: open ~/Library /Application\ Support

   2. For CPAM version 20.0 and below:

      1. Copy and paste the following commands.
         Ensure that you run each singular line independently, not all at the same time:

         killall ConnectionManager This command is only necessary if the Connection Manager is actively running.

         cd ~$TMPDIR

         zip -r ConnectionManager.zip ConnectionManager

         rm -rf ConnectionManager

         You can relocate the compressed file by opening $TMPDIR and then finding the ConnectionManager.zip file in the Finder window.

After you have compressed the Connection Manager file, continue to delete the library cache.

Delete the Library cache with the following steps:

1. Open a Terminal window.

2. Copy and paste the following commands.
   Ensure that you run each singular line independently, not all at the same time:

   cd~/Library/caches rm -rf sl-app-helper

After the terminal completes the process, the Connection Manager cache is deleted.

Continue to remove the Connection Manager application.

To remove the Connection Manager:

1. Open a Finder window.

2. Click Downloads.

3. Locate ConnectionManager.dmg.

4. Drag it to the Trash folder.

After you clear the cache and uninstall the application, try reconnecting to the Gatekeeper or Application and Download the Connection Manager again.

If the issue continues, you must gather the User Logs for the CPAM team for diagnostics. Gather the logs with the following steps:

1. Open a Terminal window.

2. Type open $HOME and press return.

3. Sort the files that appear by Date Modified.

4. Hold Command and click files that were created Today at... and begin with the following:

   • sdccm

   • sdclog

   • scm-helper

   • com.securelink

5. Compress all the files into a .zip folder.
   This will create a zip file called Archive.zip.

6. Rename the compressed folder as: SdcLog.zip.

After you have gathered the records and diagnostics contact your Imprivata Customer Service or Customer Success representative.

Ensure that you keep the Connection Manager.zip file from Step 1, as it may be requested.

Create a .zip file of the Connection Manager Directory (Installation Directory). This step ensures that the CPAM cache is saved, but is not used in future attempts. Imprivata Customer Support may request this. To compress the files:

1. Disconnect from any CPAM sessions.

2. Close all internet browser windows, including the browsers that you have never used to access your CPAM server.

3. Compress the existing installation directory with one of the following commands:

   1. For CPAM version 21.1 and above:

      tar -zcvf ~/SLinkSW.gz ~/.ConnectionManager

   2. For CPAM version 20.0 and below:
      tar -zcvf ~/SLinkSW.gz /tmp/ConnectionManager

After you compress the file and effectively disabled the server to use the cache, try reconnecting to the Gatekeeper or Application and Download the Connection Manager again.

If the issue continues, you must gather the User Logs for the CPAM team for diagnostics. Gather the logs with the following steps:

1. Open your file explorer.

2. Navigate to Home.

3. Select all the files that begin with the following prefixes:

   • sdccm

   • sdclog

   • scm-helper

   • com.securelink

4. Compress all the files into a .zip folder.

5. Rename the compressed folder as: SdcLog.zip.

After you have gathered the records and diagnostics contact your Imprivata Customer Service or Customer Success representative.

Ensure that you keep the Connection Manager.zip file from Step 1, as it may be requested.

There are a few common errors for RDP within CPAM. The most common issues you may encounter are the following:

Network Level Authentication

When the CPAM server encounters errors in the Network Level Authentication, the system displays the following messages:

• Because of a protocol error detected at the client (code 0x1204), this session will be disconnected. Please try connecting to the remote computer again.

• Application has been disconnected due to a suspected Audit Failure. If this error persists after retrying, please contact your Systems Administrator.

• Logon failed.

These errors occur when Network Level Authentication (NLA) is enabled on the remote computer. For NLA-enabled remote computers, you must use the RDP Client service option. This settings can negotiate NLA, as it requires a username and password.

Using the option of Microsoft RDP Client cannot negotiate NLA connections through CPAM.

If this error persists, confirm with the administrator of the remote computer if the credentials that are being used through CPAM RDP are valid and not expired.

Remote Connections

When the CPAM server encounters errors with the Remote Connections, the system displays the following message:

• This computer can’t connect to the remote computer.
Try connecting again. If the problem continues, contact the owner of the remote computer or your network administrator.

This error can mean the following:

• The remote computer is not accessible from the CPAM Gatekeeper.

• The remote computer is shut down.

• The remote computer is hibernating (asleep).

• The remote computer does not have Remote Desktop Protocol connectivity enabled.

This error can also be related toNetwork Level Authentication (NLA), depending on which Service was launched, for example: CPAM RDP Client vs. Microsoft RDP Client.

If you are a CPAM administrator and would like more information on configuring an RDP Service through CPAM, contact your Imprivata Customer Support Specialist.

Errors pertaining to this Service will require a CPAM administrator to troubleshoot.

Before proceeding, confirm if the Host entries are configured correctly along with the Service being accurate. A CPAM administrator of that environment will be able to assist with this.

• Host: Name of remote host (example: SLT123456). You can also input IP addresses in this.

• Description: What this Host is to be called in the VPAM UI

• Alias: Domain name of the remote host (example: domain.securelink.local).

• Launch via: Services are set to Mapped interface by default. This will map this Host by using a randomly generated loopback address when connected with the Universal Connection Manager. It is highly recommended to set this to launch via Host name for these Services.

The Service will launch a new tab with what is currently mapped.

This tells us that this Service is currently configured to launch via Mapped interface.

If you are a CPAM administrator and would like more information on configuring an HTTP(s) Service through CPAM, contact your Imprivata Customer Support Specialist.

1. Use the Microsoft Troubleshooting software below to uninstall the IP Connect Driver if it cannot be found in the software list.

   https://support.microsoft.com/en-us/topic/fix-problems-that-block-programs-from-being-installed-or-removedcca7d1b6-65a9-3d98-426be9f927e1eb4d

2. Proceed to test.

3. If the test fails, download IP Connect from within the CPAM UI once more and try again.

If system crashes persist, continue to Escalate to Imprivata Support.
Ensure that you provide the Records and Diagnostics. See the OS-specific instructions to obtain them.