Advanced Troubleshooting the Mobile App And Workstation Client

Retrieving Logs from Mobile Apps

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The HYPR mobile app for iOS and Android contain an easy to use menu to enable the user to provide helpdesk teams with information about the number of paired applications (such as workstations or web accounts) and information which informs the Helpdesk team about:

 

  • HYPR App Version
  • Phone Model
  • OS Version
  • Device ID
  • Connected Applications (starting with “RP1” each denoting an individual paired account)
  • the URL and App identifier of the paired account service

 

Admins may use this information to identify:

 

  • Is the user on the latest version of the mobile application?
  • How dated is the user’s mobile device?
  • How dated is the user’s operating system?
  • How many applications does the user have paired?
  • What applications does the user have paired and what device ID are they using?

 

 While compatibility is widely tested across a variety of application versions, phone models, operating systems, performance and consistency cannot be guaranteed on software or hardware generally over 18 months in circulation.

 

Encouraging users to upgrade to the latest version of the HYPR App and the latest available operating system may improve application performance and reduce the risk of bugs while improving the security of the user experience.

 

Identifying the application information is also important for escalation to Level 2 support and beyond, wherein the information may be used to identify a user log in the Control Center Audit trail or equivalent monitoring tools of your Company.

 

To guide a user in how to submit mobile information to your organization, ask the user to select the hamburger menu, or three horizontal bars in the top right corner of the main screen of their mobile app. From here, have the user select “Support” and the user’s email service will appear with the contents of the message. Ask the user to change the “To” field to the email address which you would receive the message in.

 

If the user receives an error message and their email service does not appear, this indicates the user’s email client is not currently configured. Inform the user and ask them if they would be interested in setting up their email client on their mobile device. If they are unable to, the escalation procedure should include the user’s handle, email and other information which an escalation desk may use to locate the user’s identity.

 

Retrieving Error Logs During First Registration

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During failed registration, users can send diagnostic information for troubleshooting. To send this report:

  • Click on the version number on the home screen of the HYPR app
  • The button will appear which will ask the user to click on ‘view’.
  • Click on view and the user will see a detailed description of the error message.
  • Long press on the message will copy it and users can paste it in their email to send to helpdesk.
  • Or directly click on the ‘Send to Support’ button (if email client is enabled/installed).
  • Please note: this feature is only available if the error occurs during first time registration.

Retrieving Logs from Windows Workstation Client

 

The HYPR Workforce Application resides on the user’s Workstation and is used for pairing and support.

 

Users of the HYPR Workforce Application and compatible mail clients, such as Microsoft Outlook, can select Contact Support in the bottom of their HYPR Workstation application to open an email containing a log. The user can then be informed of the email address to update the “To” field to provide this information to an administrative team.

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Support teams may also navigate the user directly to the complete log files by guiding the user to the following folder path: C:\Program Files\HYPR\Log

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In this folder path, the user will have a HYPRKsp, HyprUnlock and HyprOneService files. The user may have multiple HYPROneService files. The most recent file will have no numbering at the end of the file name. If the reported issue is within a short period of time, the most recent file should suffice. Encourage the user to send these files, or to select all on the folder, right-mouse and ‘send-to’ compressed Zip folder. Ask the user to take this file and send it over in the mail client of their choice. This will provide escalation teams significant context for troubleshooting. For advanced logging setup, please refer to the HYPR guide here.

 

 

Retrieving Logs from MacOS Workstation Client

 

The HYPR Workforce Application resides on the user’s Workstation and is used for pairing and support.

 

Users of the HYPR Workforce Application and compatible mail clients, such as Mail Client , can select Contact Support in the bottom of their HYPR Workstation application to open an email containing a log. The user can then be informed of the email address to update the “To” field to provide this information to an administrative team.

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Email will automatically include the troubleshooting information and application logs. Admins can also get logs manually from user’s computers by navigating to the tmp folder in the root directory. This folder will contain 5 log files: HyprAuthPlugin.log, HyprOneAgent.log, HyprOneService.log, HyprPalm.log, HyprUnlock.log.

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Most of the debugging information could be found in HyprOneService.log. Other log files could be used for additional troubleshooting.

 

 

 

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