Hello FelipeSilvaFelipeSilva1 and iamtonystark,
I have a few questions to help understand where the issues may be arising from:
In a multiple server deployment where your Connection Proctor (CP) and Core/App/Portal (CAP) servers are separated, this is likely caused by the other services being unable to reach the DTP (Data Tier Proxy) service which resides on the server where the Core/App services are installed. This could be firewall or routing issues, could you please verify that the target server(s) can reach each other over the intended ports?
In a single server deployment where everything is on one server, I would verify that IIS is installed and properly listening to your configured ports for the Core/App services (443 by default). I would also verify, as described above, that your ApAdmin.dbo.services table shows your server and shows it as active, otherwise, Assist will be reaching out to the incorrect server or assuming the entire server is offline and cannot be contacted.
We had the same issues here and after going throught several logs (and the SQL log) we found out that the SQL server must have windows AND sql authentication activated (had only windows before). After that the DTP service was installed correctly. Also make sure that you have deleted the Default Web Site and Application Pool in IIS to avaoid port conflicts during the installation process.
Agreed - great suggestions, JanekKardynal. Ensuring that the default IIS bindings and application pool are not conflicting is a good check. If you have not inspected the installer logs, this would be a place to start to see which piece is failing.
Hi James, which step are you at for configuring Assist? If you've already run the installer and setup the database, I would recommend setting up your Workspace ONE Assist integration in the Workspace ONE UEM console which allows your administrators in UEM to launch remote management sessions with Assist without using separate credentials:
Thanks for you reply.
We have finished the installer and config in the UEM Console.
But when we tested on android&ios device, there’s an error in the first step:
We run the installer followed by the official guide.
Would you like give me some advice to troubleshooting this error? In china this is the first case on-premise deployment, it’s a challenge. Thanks!
In addition to chengtmskcc's recommendation of checking your firewall ports (see this article for on-premises ports: On-Premises Configurations, Network and Security Requirements), please see this article (Troubleshooting Workspace ONE Assist) which may give you some ideas on what can be misconfigured. The device is currently unable to register with Assist so there is likely an issue communicating with your Assist server(s).
Can you specify which verions of the following you are using?
Have you tried using the Register Device button on this UI? If so, do you receive any errors or additional messages? You can also view device registration attempts in the Workspace ONE UEM console by navigating to the Device Details page > More > Troubleshooting.
If you have not seen our Reference Architecture guide on TechZone, we also go over installing Assist on-premises which you may find useful: VMware Workspace ONE and VMware Horizon Reference Architecture | VMware.