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1E 9.x (on-premises)

Troubleshooting

A general methodology for investigating issues with the 1E Client Deployment Assistant, as well as identifying key issues and their resolutions.

Note

If you are experiencing problems with client agents that have been deployed to devices already then please refer to documentation for the relevant product version.

1E Support contact details

Support Web portal

Maintenance support customers can log onto the 1E Support Web Portal at https://support.1e.com/ using the login details provided with their maintenance contract. This provides issue tracking, product hotfixes, and knowledge base articles related to each product.

Telephone support

Maintenance support customers can contact the technical support department at 1E through the following support numbers. Just phone the relevant number for your area, so your call can be routed quickly and efficiently to the correct support group:

  • US/Canada:

1-866-349-4032 (Toll-Free)

1-917-339-2360 (Standard)

  • UK/Europe:

+44 (0)208 326 3499

  • India:

+91 120 402 4002

  • Australia:

+61 739 111 118

Email support

Maintenance customers can use the following email for additional support. Evaluation customers can also use this email with the temporary access code that is provided through customercare@1e.com as part of their evaluation.

support@1e.com

The technical support process

  1. Read through the Troubleshooting pages to see if there are known issues, or quick resolutions to any problems you may have encountered.

  2. Maintenance support customers can use the 1E Support Web Portal to review knowledge base articles and download hotfixes.

  3. If still encountering problems, create a technical report (log files and details) and then contact the 1E technical support team.

Creating a technical report

If possible, please obtain the following details and log files before contacting 1E, to include in your technical report.

Version details

  • The OS, version number, and patch level for:

    • 1E Servers

    • 1E Client

    • Configuration Manager - if used

    • Other 1E Server software, for example, Shopping, Nightwatchman, and WakeUp.

  • For Content Distribution and Shopping, please provide OS, version number, and patch level for:

    • Configuration Manager DPs

    • Content Distribution extensions used on Configuration Manager Consoles

    • ActiveEfficiency Server.

Environmental details

  • If there were any recent changes made to your configuration

  • The name of the machines, Configuration Manager Application and/or Package IDs for when the issue occurred

Problem details

  • When did the issue occur, ensure log files cover this period

  • The scope of the issue – did it affect a particular geographical location, group of users, or client machines

  • Details of any self-help troubleshooting steps you carried out

  • In the event of a service crash or if you are experiencing high CPU or memory usage, provide us with the dump file, event viewer logs, and traces. We will provide you with FTP details to upload these files.

Log files

1E needs details of the recorded time when the issue took place. To ensure logs contain relevant details, please try to rerun the steps to replicate the issue.

Copies of the AppImport.xml files found in the folder where you ran 1E Client Deployment Assistant .

Copies of log files from: C:\ProgramData\1E\Client Deployment Assistant\LogFiles

1E Client logs on Windows

%ALLUSERSPROFILE%\1E\Client\1E.Client.log (used by 1E Client and Tachyon features, and Shopping client)

%ALLUSERSPROFILE%\1E\Client\NomadBranchUninstall-YYYY_MM_HHTMM_HH_SS_000Z.log

1E Client logs on macOS

/Library/Logs/1E.Client.Daemon.log (shows any service start errors)

/Library/Logs/1E.Client.log (shows the current operation of the 1E Client)

1E Client logs on other non-Windows platforms

/var/log/1E/Client/1E.Client.log

Nomad client log

%ALLUSERSPROFILE%\1E\NomadBranch\LogFiles\NomadBranch.log

PXE Everywhere Agent log

%ALLUSERSPROFILE%\1E\PXEEverywhere\PXEEverywhere.log

Shopping WSA client log

%ALLUSERSPROFILE%\1E\Client\WSA.log

WakeUp client log

%ALLUSERSPROFILE%\1E\Agent\WakeUpAgt.log

Note

By default, Windows resolves %ALLUSERSPROFILE% as C:\ProgramData\

Known issues

Issue

Description

Workaround

When Creating a Device Collection on the Agent screens the Limiting Collection may be missing

On an Agent screen an existing collection may be selected using the Browse button, but if a name is then typed into the Create/Select Device Collection field, the Limiting Collection will initially be missing.

Clicking or tabbing to another field will resolve the issue.

The CDA wizard may terminate with a program exception under certain circumstances.

If the connection to Configuration Manager is dropped after the initial connection test in the wizard has succeeded a program exception may occur if the connection is re-established.

You will need to check the status of Configuration Manager and confirm that it is up and running before re-trying to run the CDA wizard.

1E Clients are not being installed on Windows 11 devices.

Applcations > Deployment Types and Packages > Programs do not have the Windows 11 Operating System enabled by default in Configuration Manager.

The Windows 11 (64-bit) needs to be manually enabled in order to allow 1E Clients to be installed on these devices.

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