Advanced Troubleshooting the Mobile App and Workstation Client

Retrieving Logs from Mobile Apps

The HYPR mobile app for iOS and Android contains an easy-to-use menu enabling users to provide HYPR with information about the number of paired applications (such as workstations or web accounts). This information includes:

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

Encouraging users to upgrade to the latest version of all HYPR components 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.

Note: Ask the user if their email client is configured. If it is not and they are unable or unwilling to configure a client on their device, the escalation procedure should include identifying information about the user to aid helpdesks and administrators in locating them.

Steps for a user to submit mobile information to your organization:

1. Select the three horizontal bars menu in the top right corner of the mobile app main screen.
2. Select Support and the user’s email service will appear with the contents of the message.
3. Update the To field to the desired email address, include comments, and Send the email.

Retrieving Error Logs during First Registration

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

1. On the HYPR App Home screen, click the version number. A button will appear prompting the user to click View.
2. Click View to see a detailed description of the error message.
3. Long press the message to copy it for pasting it into email to send to a helpdesk or administrator.

Note: Alternatively, directly click Send to Support (requires an enabled/installed email client). This feature is only available if the error occurs during the very first registration attempt.

Retrieving Logs from Windows Workstation Client

Users of the HYPR Workforce Access Client and compatible mail clients, such as Microsoft Outlook, can select Contact Support in the bottom of the HYPR Workforce Access Client 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.

Support may also guide users directly to the complete log files by having them navigate to C:\Program Files\HYPR\Log.

The following files can be found in this folder:

• HYPRKsp
• HyprUnlock
• HyprOneService (there may be multiples of this one)

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. These are the files that support will use to troubleshoot the issue.

See also Log Monitoring Best Practices.

Retrieving Logs from the macOS Workstation Client

HYPR Workforce Access Client users with compatible email clients can select Contact Support in the bottom of the HYPR Workforce Access Client to open an email, automatically attaching the troubleshooting information and application logs. The user just needs to change the recipient and it's ready to be sent.

Admins might need to obtain logs manually from user’s computers by navigating to the tmp folder in the root directory. The relevant log files are:

• HyprAuthPlugin.log
• HyprOneAgent.log
• HyprOneService.log
• HyprPalm.log
• HyprUnlock.log

Most of the debugging information is found in HyprOneService.log. Other log files may be necessary for additional troubleshooting.