Connection Manager Troubleshooting

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 (and/or SecureLink Connection Manager) software.

5. Click Uninstall or Change.

6. Confirm that the software is uninstalled.

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

Clear the Connection Manager cache 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:

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

   2. Type in %LOCALAPPDATA%.

   3. Press Enter.

   4. Locate the Connection Manager folder and Delete it.

   5. Locate the Securelink folder and Delete it.

4. Ensure that there are no related executables within the Downloads folder:

   1. Open the Run prompt (Windows Key + R).

   2. Type in Downloads.

   3. Press Enter.

   4. Search for ConnectionManager.exe in the top right search field.

   5. Delete any results that match.

   6. Search for SecureLinkCM.exe in the top right search field.

   7. Delete any results that match.

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

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.

Get Diagnostics Without the Connection Manager

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.

Additionally, if your security policies do 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 %LOCALAPPDATA%.

3. Press Enter.

4. Locate the Connection Manager folder and double-click it.

5. Locate the Logs folder and double-click it.

6. Press CTRL+A to select all files; then CTRL+C to copy all the files; then CTRL+V to make copies of the logs.

7. Hold CTRL while selecting the files ending in Copy.

8. Right-click and select Compress to > ZIP File.

Additionally, ensure to obtain the logs in the following location:

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

2. Type in %HOMEPATH%.

3. Press Enter.

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

   1. rss

   2. sdc

   3. ip-connect

5. After they are all selected, right-click and select Compress to > ZIP File.

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 Connection Manager 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.

The Save and upload logs option should appear in the Connection Manager system tray menu. If you cannot locate it:

• On Windows: Verify the Connection Manager icon is visible in the system tray (bottom right of the taskbar). If the icon is not visible, the Connection Manager may not be running. Reconnect to the server to start the Connection Manager.

• On macOS: Look for the option in the Actions menu in the menu bar (top of the screen) if it does not appear in the right-click menu.

• On Linux: Ensure the Connection Manager is running. You can verify this by opening a terminal and checking the running processes.

If you receive a message that no logs were found, this typically indicates one of the following:

• The Connection Manager has not been running long enough: Ensure the Connection Manager has been active for a sufficient amount of time to generate log entries. Run at least one connection session before attempting to upload logs.

• Logs were previously cleared: If you recently cleared logs using the Clear logs option, the log files may have been deleted. Reconnect through the server and run a session to generate new logs before uploading.

• Permission issues: The Connection Manager may not have permission to access log file directories. Verify that your user account has read access to the log directories listed in the Log Files section.

To resolve this issue, try the following:

1. Run at least one connection session or service through the Connection Manager to generate new log entries.

2. Wait a few moments for the logs to be written to disk.

3. Attempt to upload logs again.

If you receive an error message stating "Error uploading logs to server," this indicates a connectivity issue between the Connection Manager and the CPAM server. Verify the following:

• Network connectivity: Ensure your machine has an active internet connection and can reach the CPAM server URL. Try opening the server in a web browser to verify connectivity.

• Firewall and proxy settings: Verify that your firewall or proxy does not block outbound connections to the CPAM server. The Connection Manager typically requires ports 22, 80, and 443.

• Server availability: Confirm that the CPAM server is online and accessible. Contact your System Administrator if the server appears to be offline.

• Authentication: Verify that your user account credentials are still valid. If your credentials have expired, you may need to reconnect to the server to refresh your session before uploading logs.

To retry the upload:

1. Verify the above conditions and ensure connectivity is restored.

2. Right-click the Connection Manager icon and select Save and upload logs again.

The time required to upload logs depends on the size of the collected files and your network connection speed. Uploads can take several minutes, particularly if:

• The Connection Manager has been running for an extended period and has accumulated large log files

• Your network connection is slow or unstable

• The server is processing multiple concurrent uploads

During the upload process:

• A progress overlay window may appear showing upload status and percentage complete

• Do not close the Connection Manager or interrupt the network connection during upload

• The Connection Manager will display a confirmation notification when the upload completes

If the upload appears to be stuck or does not complete after an extended period, verify your network connection and try uploading again.

Each successful log upload is assigned a unique receipt number (timestamp) for tracking purposes. If you need to reference a previous upload:

• In the Connection Manager notification: The success notification may display the receipt number. Check the notification history in your system tray.

• In the Connection Manager logs: The receipt number is recorded in the Connection Manager's own logs. Refer to the Log Files section to locate the appropriate log file for your operating system.

If you cannot locate the receipt number, note the date and time of the upload and provide this information to your support team. The support team can identify your uploaded logs using this information.

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.

When you connect to an application through Imprivata CPAM, a launch.securelinkcm session file downloads. If this file is associated with Legacy Connection Manager instead of Universal Connection Manager, or is not associated with any Connection Manager, follow these steps:

1. Open the application that you need to connect to.

2. Allow the Connection Manager prompt to continue.

3. Locate the downloaded launch.securelinkcm file.

   To open the browser downloads list, press Ctrl+J.

4. In the browser downloads list, hover over launch.securelinkcm, and then select the folder icon.

5. Right-click launch.securelinkcm, point to Open with, and then select Choose another app.

6. Select ConnectionManager.exe or SecureLinkCM.exe.

7. Select Always.

The session files are now associated with the selected Connection Manager.

Use the following troubleshooting information to identify the error code displayed for the failed Connection Manager session and complete the recommended action.

Error code: RSS_ERROR_INVALID_PARAM (-2)

This error is displayed when the connection settings for the session are missing or invalid.

Request a new connection link, and then try the connection again.

Error code: RSS_ERROR_AUTH(-3)

This error occurs when Universal Connection Manager cannot authenticate the session. Authentication can fail when more than five minutes pass after you select Download Connection Manager, or when the server rejects the secret in the connection link.

Request a new connection link, and then try the connection again.

Error code: RSS_ERROR_NETWORK(-4)

This error is displayed when Universal Connection Manager cannot reach the server.

Check your internet connection, and then try the connection again.

Error code: RSS_ERROR_SSL(-5)

This error is displayed when Universal Connection Manager cannot establish a secure connection to the server.

Contact your administrator. This issue might be related to a certificate configuration problem.

Error code: RSS_ERROR_SYSTEM(-8)

Something went wrong on this computer while starting the connection. Try again, or contact support if this continues.