Omnissa Workspace ONE Boxer Troubleshooting and Logging

The information on this page helps administrators in troubleshooting and logging within the Workspace ONE Boxer application. Use this information to identify, diagnose, and resolve common issues and understand how to access and interpret log files.

Effective troubleshooting and logging are important for maintaining optimal performance and ensuring a seamless user experience.

Troubleshooting Workspace ONE Boxer

If you have issues with Workspace ONE Boxer, as an administrator, you can follow the steps and best practices mentioned in this section before reaching out to the Workspace ONE Boxer support team:

Note: During troubleshooting, ensure that you take screenshots and video recordings of the issue. After reproducing the issue, it is recommended to collect the log files as well. If the issue continues to exist, then Contact Workspace ONE Boxer Support Team.

• Verify that the end user uses the latest version of the Workspace ONE Boxer application. If the user is using an earlier version, then you must upgrade to the latest version.

• Restart Workspace ONE Boxer and observe whether the issue exists. If the issue persists or reoccurs even after the restart, then proceed with the rest of the troubleshooting steps.
  Alternately, you can also Contact Workspace ONE Boxer Support Team.

• To find more information about the issue, look into the Workspace ONE Boxer related resources located at Omnissa Product Documentation, Knowledge Base and Tech Zone.

• Check the configuration related to the issue.

• If applicable, try to reproduce the issue on devices other than where the issue is found or in another operating system.
  If the issue is visible only on a single device then the issue might be specific to that device or the user.

• Verify that the on-premise and cloud environments that affect Workspace ONE Boxer are set up according to their respective documentation and requirements.
  Investigate whether the issue exists in other applications and platforms with the same setup. If the issue exists, then this could be due to a problematic setup in the environments instead of within Workspace ONE Boxer.

• Verify the network connectivity, VPN, and Workspace ONE Tunnel setup.
  For information about Workspace ONE Tunnel, see the Workspace ONE Tunnel documentation at Omnissa Product Documentation.

• Check the health status of the Workspace ONE Boxer application in Settings > Health Check.
  For information about the health check of Workspace ONE Boxer, see Supported Capabilities for Workspace ONE Boxer.

Common Issues Observed When Using Workspace ONE Boxer Application

As an administrator, you might observe some common issues when using the application. To troubleshoot these issues, follow the steps mentioned here:

• User does not receive push notifications

  • To verify the ENS setup, check the health status of the user device.
    To check the health status, navigate to Settings > Health Check.

  • Verify the ENS (Email Notification Service) setup in the Workspace ONE UEM console.
    For information about ENS, see Email Notification Service 2 (ENS2) documentation at Omnissa Product Documentation.

  • Ensure that notifications are allowed for Workspace ONE Boxer application by checking the end user's device settings.

  • Verify that Workspace ONE Boxer uses push notifications by checking whether the following settings are configured correctly inside the Workspace ONE Boxer application:

    • For iOS, navigate to Settings > User account and ensure that Use Push Service is turned ON.

    • For Android, navigate to Settings > User account and ensure that Sync Frequency is set to Automatic (Push).

• Sync issues

  • Verify that the user account is authenticated correctly, and the account receives emails on platforms other than where the issue is observed.

  • Review the sync settings in the Workspace ONE Boxer application and Workspace ONE UEM console. If required, update these settings.

  • Verify that the email server URL can be resolved and accessed.

  • If SEG (Secure Email Gateway) is used, verify that the SEG server is listed in the Exchange ActiveSync Host setting in the Boxer - Workspace ONE - Assignment window in the Workspace ONE UEM console and ensure that the server can be resolved and accessed.
    For information about SEG, see the Secure Email Gateway V2 documentation at Omnissa Product Documentation.
    For information about Sync settings, see Workspace ONE Boxer Deployment.

• S/MIME issues

  • To verify the certificates available to the end user, navigate to Settings > User account > SMIME.

  • Verify the Certificate Authority.

  • Verify the root certificates.

• Workspace ONE Boxer application has crashed

  Administrators cannot troubleshoot crashes. However, reporting a crash to the Workspace ONE Boxer support team using the following steps can help in resolving the crash for your users as quickly as possible.

  • Make a note of the workflow that causes the application to crash.

  • Make a video recording of how the application crash occurs.

  • If the crash occurs on an iOS device, extract the logs that contain the crash information from the device.

  • Report the crash to the Workspace ONE Boxer development team, whenever prompted to report.

Collecting Logs From Workspace ONE Boxer

Depending on scenarios and options, end users can gather and send log files from Workspace ONE Boxer. Alternately, as an administrator, you can also collect logs about the enrolled device directly from the Workspace ONE UEM console.

End User Device Logs

End user device logs or debug logs are log files which provide information about the setup and workflows that occur when an end user uses the Workspace ONE Boxer application.

Depending on the setup and events that occur when the end user uses the application, different log files are generated. Additionally, there are different ways through which an end user can send the Workspace ONE Boxer logs. Depending on the option and setup, the logs are either sent to the administrator of the organization or to the Workspace ONE Boxer team. The recipient of the logs is determined by configuring specific options.

Prerequisites

• For iOS, navigate to Workspace ONE UEM console > Boxer - Workspace ONE - Assignment > App policies > Support > Logging and ensure that the following is done:

  • Enable Allows Logging.

  • Enter the required email address in Support Email Address.
    This is the email address to which the logs are sent.

  For more information about these settings, see Assign and Configure Workspace ONE Boxer Using the App Assignment Page section in Workspace ONE Boxer Deployment.

• For Android, the logging is always enabled, and the email address is set through the SupportEmailAddress KVP.

  For more information about the KVP, see Application Configurations for Workspace ONE Boxer.

Note:

• It is optional to provide a support email address. If an email address is not provided, the end user can enter the recipient address of their choice and the logs are sent to this email address.

• If the user selects an option to send logs before logging into the application, then these logs are automatically sent to the Workspace ONE Boxer team. If the user sends the logs after logging into the Workspace ONE Boxer application, then these logs are sent to the recipient whose email address is entered in the Support Email Address option.

End User options for sending the logs

• When a user is enrolled and authenticated, the user can follow these steps depending on the platform:

  • iOS

    • Navigate to Settings > Support > Send logs and compose an email with the log files.

    • Navigate to Settings > Support > Copy logs.

      This functionality copies the log information and allows the user to paste this information in a file or an email and share the copied information with the concerned person in their organization.

      Note: Only the following logs are copied: Workspace ONE Boxer logs, SDK logs, and Exchange sync information.

  • Android

    To send the logs, navigate to Settings > Other > Send logs.
    An email is composed with the log files.

• When a user is unable to perform a standalone enrollment or authenticate a new account into the Workspace ONE Boxer application, the user can follow these steps depending on the platform:

  • iOS

    1. In the Workspace ONE Boxer Welcome screen, type the debug keyword and click the Get Started button.
       A feedback form appears and allows the user to describe the issue details.

    2. To send the feedback form, click Send.
       The feedback form details and logs are sent together to the Workspace ONE Boxer development team for troubleshooting.

  • Android

    1. In the Workspace ONE Boxer Welcome screen, type the debug keyword and click the Next button or tap the Workspace ONE Boxer logo 5 times.
       The Settings menu is displayed.

    2. To send the logs, navigate to Other > Send logs.
       An email with log files is automatically sent to the Workspace ONE Boxer team.

Device-Based Targeted Logging

As an administrator, if you are unable to collect logs from a device due to lack of user action then you can collect logs about the enrolled device directly from the Workspace ONE UEM Console.

For more information about how to gather targeted logs, see the Enable Device-Based Targeted Logging section in the Troubleshooting and Logging documentation at Omnissa Product Documentation.

Contact Workspace ONE Boxer Support Team

If you are unable to resolve the issues using the steps and best practices mentioned in the Troubleshooting Workspace ONE Boxer section, contact the Workspace ONE Boxer Support team. When contacting the support team, ensure that you provide the following information and any other details that you think is relevant to the issue:

• Issue description and the setup where the issue is observed
• Steps to reproduce the issue.
  If possible, include screenshots or a video recording of these steps.
• Log files
• Device information such as model, OS, version, and so on
• VPN and Tunnel information
• Number of users affected