Troubleshooting the Omnissa Access Connector Installation

Use the information in this section to troubleshoot your Omnissa Access connector installation.

Connector issues generally fall into two categories: problems that occur during installation, and problems that emerge after a service has been running. For installation failures, review the installer log. For issues with a service, see the application log files for the affected service that contain timestamped entries that can help you identify the cause of the issue.

Each enterprise service (Directory Sync, User Auth, Kerberos Auth, and Virtual App) maintains its own set of log files stored in dedicated subdirectories on the connector server. Because services operate independently, a problem with one service does not necessarily indicate a problem with the others, and you can narrow your investigation by starting with the logs for the specific service that is behaving unexpectedly. Log files include both the current active log and a set of rotated archives.

If the log files do not contain enough information to diagnose the problem, or if the issue requires escalation to Omnissa Support, you can generate a log bundle that collects log files and compresses them into a zip file. You can choose to include logs for all services or for specific services. Providing a log bundle to Support can help speed up resolution.

Other connector problems can be caused by a configuration mismatch. For example, if the Windows server host name changes, you must update the connector service configuration files. Similarly, a change in the Omnissa Access service FQDN in an on-premises deployment requires manual updates to the connector service configuration files.

In This Section

• Accessing Omnissa Access Connector Log Files

  Locate and review the log files stored on the connector server. The Directory Sync, User Auth, Kerberos Auth, and Virtual App services each maintain separate log files, including installation logs and runtime application logs.

• Creating an Omnissa Access Connector Log Bundle

  Generate a compressed bundle of connector log files to share with Omnissa Support when investigating complex or recurring issues.

• Increasing the Size and Number of Omnissa Access Connector Log Files

  Modify the log rotation settings for enterprise services to increase the maximum file size or the number of log files retained, giving you more history to work with when diagnosing problems.

• Updating the Omnissa Access Connector Host Name

  Update the connector host name in the enterprise service configuration if the Windows server host name changes.

• Updating Omnissa Access Service FQDN in Enterprise Services application.properties Files (Omnissa Access On Premises Only)

  Update the Omnissa Access service FQDN in the application.properties configuration files for each enterprise service if the on-premises Omnissa Access service FQDN changes.

• Kerberos Initialization Error in Omnissa Access

  Resolve a Kerberos initialization failure that occurs after installing the Kerberos Auth service. This error typically indicates that the service was not configured to run as a domain user account during installation, or that the specified domain account does not have the required permissions.

• Connector Services Do Not Appear in Omnissa Access Console

  Diagnose and resolve issues where installed connector services fail to register with or appear in the Omnissa Access console after installation.