Endpoint Installation Troubleshooting

This article helps provide troubleshooting steps for errors or problems encountered during or after installation.

Installer failed or gave errors

Get installer logs

Get screenshots and error messages

Ensure installer is run with admin permissions

Changing installer default debugleveldebug level to the highest level

If the installer itself crashed then we will need installer logs and also a few more details:

Windows: Application and System Event Logs, Crash Dump

Mac: Crash Logs and Crash Dump

Crash dump location for the installer is not controlled by Catchpoint, this will be the standard crash location configured in the system

Future idea: (if level lowered): Launch installer via command line with debug logging: "--debuglevel 4" (higher logging could capture sensitive info)

The device didn’t register/activate after installing

Confirm install was successful (if not, see item 1)

Confirm it isn't in the UI (maybe a typo or name mismatch – are they looking for machine name not user name?)

Check if the client license still active. All the RUM apps get automatically deactivated immediately when a license expires.

Check catchpoint logs - Logs will reveal whether RUM and or Synthetic is/are reporting to CORE successfully or not

Check Policy config settings file for response from CORE containing the configuration data, this gives the response from CORE

Check Policy config file to see when was the last time agent got configuration from core.

Manually run the configured Scheduled Tasks from the command line and see if this works. Check for any visible errors like VB Script execution errors etc.

Manually check CP domains (can you reach)

If can't reach cp domain, is firewall, network blocking us talking to core

Confirm serial is correct in the config file

Is the account overprovisioned (total devices > licensed devices)

If the version is older, is CatchpointUserExperience service running?

Future Ideas: taskbar app have connection status & troubleshooting help && check on things (firewall/connectivity, permissions) in installer && possible better license validation in the installer

The device is activated, but no data is collected at all

Did it ever get data? What changed? (new active directory policy may have been pushed to the device)

Is CatchpointUserExperience & service running or able to run?

Is antivirus blocking?

Did anything get deleted or renamed?

Check logs

Windows: %PROGRAMDATA%\Catchpoint\UserExperience

Mac: /Library/Application Support/Catchpoint/UserExperience

Can also check LatestTestResults..json to check when the last test run happened.

Check Policy config settings file for response from CORE containing the configuration data.

Check Policy config file to see when was the last time agent got configuration from core.

Check if any proxy is being used

**Chrome Extension **

Check if the websee extension is installed and enabled

Gathering Log Files

All the files present in
1. C:\ProgramData\Catchpoint\UserExperience folder
2. /Library/Application Support/Catchpoint/UserExperience
Core dump if there is crash
Proxy configurations
VPN Configuration
Ensure Debug level 4 (("LogLevel": 4) in AppSettings.json ) if not already set and collect the logs only after running tests at this debug log level. Default configured test run is 5 minutes so atleast let it run 3 times ie., wait for 15 minutes before collecting logs after changing to the debug log level.All the files present under C:\ProgramData\Catchpoint\UserExperience folder
All ways get zip of the entire logs folder:
Windows: %PROGRAMDATA%\Catchpoint\UserExperience
Mac: /Library/Application Support/Catchpoint/UserExperience

Mac Crash logs: ~/Library/Logs/DiagnosticReports

Mac Core Dumps: Core dumps are suppressed by default.

$ ulimit -c unlimited

Launch the crashing program or wait for the program to crash

Note:

Will enable core dumps for the current terminal, and it will be placed in /cores as core.PID.

When you open a new session, it will be set to the default value again.

/cores directory must exist and the user running the program must have write permissions on it.

Windows Event logs: Application and System may be needed in some cases depending on the kind of issue.
Always get Windows System Information (“msinfo32.exe”) export this gives us the windows devices environment details hardware, software etc.,:

On Mac: https://support.apple.com/en-us/HT203001

Extension RUM data not being reported / extension not talking to the Endpoint app but data is being collected for traceroutes and device level

What browser is being used – only chrome and edge supported currently

Is the extension enabled/active?

Does the extension show "This installation is authorized to share data with Catchpoint."

Is the user visiting the whitelisted domain? Is rum.js loaded on the page in dev tools?

Did it ever get data? What changed?

Find out what are the enterprise policies governing the extension.

Has it been downloaded from the chrome store or installed by the customer CIT team.

Run Chrome with logging and check if the native messaging host is working (is chrome able to give commands to the endpoint application)

"C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --enable-logging -v=1

https://www.chromium.org/for-testers/enable-logging

Increase CP logs: enable verbose logging("LogLevel": 4) in AppSettings.json in the catchpoint directory

Check procmon logs:

Terminate all chrome.exe processes.
Launch procmon and add "Process Name" "is" filters for chrome.exe and catchpointuserexperience.exe and launch chrome.exe open the websites we want to monitor wait for the pages to load and then stop Capturing events and save as a PML file and send us, we can analyze offline.
We look for command-line parameters and status of file io operations
https://www.chromium.org/for-testers/enable-logging

Check regex of Employee Apps

Check if the specified Employee App regex is correct

Check if there is any Employee App with bad/invalid regex which would lead to chrome not parsing to following apps

Analysis should done using Chrome Devtools as one of the steps to check if there are any issues that the extension is throwing. Any errors seen in devtools related to the extension should be noted.

Traceroutes not running or UI not reporting TR data, but RUM and device metrics are

Is the endpoint app & service running or able to run?

Can you manually run a traceroute? Capture any errors/timeouts.

Does ping work when TR is not working?

Manually run traceroute. Capture any errors.

Check logs

Device metrics not being reported, but TR and RUM are

Check Logs

Is CatchpointUserExperience & service running or able to run?

Manually run the configured Scheduled Tasks and check logs

Check if any issues running VBScript in windows

Check logs under
Windows: %PROGRAMDATA%\Catchpoint\UserExperience
Mac: /Library/Application Support/Catchpoint/UserExperience

Manually run TaskbarApp this too shows some device network metrics

Bandwidth tests not running.

Use TaskbarApp to run the Bandwidth test

Check logs
Check BandwidthTestResults.<>.json to check when the last BW test was run

Single Object Tests not running.

Check logs for web tests if any have run.

This might give an indication if all the SNO tests are failing or only a particular url is failing.

Check proxy configurations, proxy authentication if any being used
Manually run the Web Test using a Web browser
Also Manually run the Web Test using curl command

Installer failed with error message similar to incorrect Proxy creds

In the logs after installing the endpoint agent, if you see something similar to “Received HTTP code 407 from proxy after CONNECT” this usually means that the proxy for the endpoint isn’t set properly

Check the Credential Manager and ensure that the information is correct for the endpoints respective Proxy.

In Windows, you can search for Credential Manager and you can see:

Then open it and confirm the Proxy credentials are in there – if not, then might need to add manually in the section “Generic Credentials” (also ensure that the name is unique and no duplicates):