Below you will find basic steps what you can do in terms of troubleshooting the TrueDEM Agent and/or the TrueDEM Manager.
Restarting the OS
In many cases, a restart of the OS helps in resolving issues. So this should always be the first option before continuing with other items below
TrueDEM Manager - Logs
The TrueDEM manager is reponsible to deploy the Agent and to get the latest update for the Agent itself. If you notice that End Users are not on the latest version the Agent, then the following Log can help you.
You can find logs from the TrueDEM Manager here: %localappdata%\panagenda\TrueDEM Manager\Logs
OfficeExpert EPM Agent - Logs
The Agent itself is the core application. If Depending which Agent you use (EU or US) the path differs
US
%localappdata%\Packages\PerfraxInc.OfficeExpertEPMUS_3z4kejx6m272y\LocalCache\Logs
EU
%localappdata%\Packages\PerfraxInc.OfficeExpertEPMEU_3z4kejx6m272y\LocalCache\Logs
Does the Agent transmits data ?
In case you want to check if the Agent for a user transmits data, you can do the following
- Open the OfficeExpert EPM Agent
- Click on Settings and enable the Debugging View (NOT the Debugging Mode!)
- Click in the Menu on Debugging and check the Scan Date, Transmit Date and Pending scans information
- if you see an old date or a number of pending scans then this indicates that not all data has been transmitted successfully → read "How to trigger a manual Scan"
Does the Agent reach the Service?
Use the following two URL's to check if the Agent (client) can reach the TrueDEM SaaS. In case of an unsuccessful message, please check your network connectivity/firewall settings.
US: https://na.epmapi.com/api/echo
EU: https://eu.epmapi.com/api/echo
How to trigger a manual Scan?
In rare cases it can happen that no client data is being transmitted. You can perform the following to trigger them manually:
- Open the OfficeExpert EPM Agent
- Click on Settings and enable the Debugging View (NOT the Debugging Mode!)
- Click in the Menu on Debugging and check the Scan Date, Transmit Date and Pending scans information
- Click on Scan All configurations (right bottom corner) and wait few moments . If this doesn't improve the situation continue with step → "Uninstall the Agent and pull it again"
Are Background Tasks running?
Background tasks are required and essential for TrueDEM. If no data is being sent to the portal, you should need to check if Background tasks are still running on the Client.
- on the affected Client, opene a PowerShell as an Admin
- for US, execute the following cmdlet:
- Get-AppBackgroundTask -PackageFamilyName PerfraxInc.OfficeExpertEPMUS_3z4kejx6m272y
- for EU, execute the following cmdlet:
- Get-AppBackgroundTask -PackageFamilyName PerfraxInc.OfficeExpertEPMEU_3z4kejx6m272y
The result is something like this:
If the list is empty, please open the TrueDEM App manually (this recreates the background tasks) and execute the powershell cmdlet again
Uninstall the Agent and pull it again
- Search for the Agent and click on Uninstall
- Wait 2-3 minutes
- Start C:\Program Files\panagenda\TrueDEM Manager\TrueDEM Manager.exe
- This will trigger the pull request and installs the Agent again
- Whenever done, you you will a splashscreen for seconds (will be closed automatically)
- You can follow the process in the corresponding Log file: %localappdata%\panagenda\TrueDEM Manager\Logs
- Wait for ~20min and check the TrueDEM Portal if new data is visibile now
Manager is installed but Agent Installation is failing - 0x80D03002
For that scenario you pretty much see an error code 0x80D03002 in the TrueDEM Manager Logs. This Error code indicates that the download mode is causing the issue.
Best practice is to keep the default value for DODownloadMode to 1 . See reference: https://learn.microsoft.com/en-us/windows/deployment/do/waas-delivery-optimization-reference#download-mode
Please adjust the regkey/group policy: HKEY_LOCAL_MACHINE\SOFTWARE\POLICIES\MICROSOFT\WINDOWS\DeliveryOptimization
By running the following powershell cmdlet, you can export a full log of the Delivery Optimization:
Get-DeliveryOptimizationLog | Set-Content C:\tmp\opti.log
Manager is installed but Agent Installation is failing - 0x80070005
The TrueDEM Manager logs are indicating this: Deployment failed with HRESULT: 0x80070005, Access is denied.
This error code is a generic one and be everything related to the windows update process. However it is very likely that you have a Group Policy in place which prevents non-admin users to installe packaged Windows Apps.
Please check/set the following gpo setting:
"Prevent non-admin users from installing packaged Windows apps" >>> Disabled or Not configed
Please also check if the underlying registry key is not set
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Appx - BlockNonAdminUserInstall – Value: 0
Manager is installed but Agent Installation is failing - 0x8007045B ; 0x80070490
The TrueDEM Manager logs are indicating this: Deployment failed with HRESULT: 0x8007045B or 0x80070490
These are very generic Store App Error Codes which could potential mean anything. Nevertheless we see a strong correlation if SSL Inspection is active for the affected Client(s)
Manager is installed but Manager Logs shows a http 407 Event
This occurs when the TrueDEM Manager is unable to reach the autodiscover.truedem.com service where the Agent (Store App) is being pulled from.
In that case 407 indicates that a HTTP Proxy is in between which requires a proxy authentication. Please exclude the urls mentioned in our Client Requirements Doc.
Citrix: Agent is installed in Image, but shows 0x8007010B in Appxlog
This Error is again a very generic one(Windows Update, Store). However one of the reason why such error is seen for Citrix deployment is, that no License file has been used during Add-AppxProvisionedPackage. Please make sure that the correct Licensefile is specified by -LicensePath in the installation string (Add-AppxProvisionedPackage)
Group Policy "hints"
In order to verify that Group Policies are not causing the issue, please run the following command to check which GPOs are active.
gpresult /h gpreport.html
An html report gets created in which one can see all active/inactive GPOs on the Client
EventViewer "hints"
The EventViewer provides further useful hints when it comes to Store Installation/Update issues. These are the following entries underneath of \Application and Services Logs\Microsoft\Windows\Appx*
