Overview

This two-day course provides participants with the skills to investigate, analyse, and resolve issues within Omnissa Workspace ONE UEM environments. Through lectures and practical exercises, participants learn troubleshooting methodologies and techniques to maintain optimal performance across all Workspace ONE UEM components and integrated services.

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Prerequisites

Participants must have completed one of the following courses:

Target audience

This course is intended for:

  • Workspace ONE administrators, account managers, solutions architects, solutions engineers, sales engineers, technical support engineers, and consultants.
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Delegates will learn how to

By the end of this course, participants will be able to:

  • Apply effective troubleshooting methodologies for Workspace ONE UEM.
  • Diagnose and resolve issues in Workspace ONE UEM console and integrations.
  • Troubleshoot device connectivity, compliance policies, and profiles.
  • Investigate application and email management issues.
  • Use tools such as Self-Service Portal and Workspace ONE Assist to support troubleshooting.
  • Manage and troubleshoot Unified Access Gateway and edge services.
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Outline

Module one: Course introduction

  • Introduction to course logistics and structure.
  • Overview of course objectives.

Module two: Fundamentals of troubleshooting Workspace ONE UEM

  • Software troubleshooting logic and methods.
  • Overview of Workspace ONE UEM component process flows.
  • Importance of understanding process flows for effective troubleshooting.
  • Identifying and using Workspace ONE UEM log files for diagnostics.

Module three: Workspace ONE UEM console troubleshooting

  • Best practices for resolving UEM console issues.
  • Identifying and addressing group management and assignment issues.
  • Common challenges with system settings and UEM console roles.
  • Using analytic events to identify platform errors.
  • Steps for collecting and analysing UEM console logs.

Module four: Integration troubleshooting

  • Troubleshooting common enterprise integrations in Workspace ONE UEM.
  • Resolving issues with Omnissa AirWatch Cloud Connector.
  • Directory Services integration troubleshooting, including user and group synchronisation.
  • Certificate authority integration diagnostics.
  • Techniques for troubleshooting Workspace ONE Access integration and Intelligent Hub.

Module five: Endpoint troubleshooting

  • Comparison of endpoint connection topologies in Workspace ONE UEM.
  • Tools and resources for resolving endpoint issues.
  • Best practices for troubleshooting device enrollment and connectivity.
  • Identifying and resolving profile-related issues.
  • Addressing compliance policy issues and root causes.

Module six: Applications troubleshooting

  • Key scoping questions for diagnosing application issues.
  • Reviewing application management configurations.
  • Tools and methods for troubleshooting public and internal applications.
  • Diagnosing and resolving purchased application issues.
  • General logic for troubleshooting application performance and functionality.

Module seven: Unified Access Gateway and edge services troubleshooting

  • Architecture and workflows of Unified Access Gateway.
  • Configuration and troubleshooting tools for Unified Access Gateway.
  • Resolving Content Gateway and Workspace ONE Tunnel issues on Unified Access Gateway.
  • Troubleshooting techniques for common Unified Access Gateway services.

Module eight: Email troubleshooting

  • Overview of email architecture and workflows.
  • Common errors associated with email profiles and integration.
  • Tools and resources for diagnosing email issues.
  • Techniques for troubleshooting AirWatch Secure Email Gateway on Unified Access Gateway.
  • Addressing PowerShell integration challenges.

Module nine: Additional troubleshooting tools

  • Role of the Self-Service Portal in empowering end-users and administrators.
  • Using Workspace ONE Assist for endpoint troubleshooting and support.

Exams

This course does not include an exam but provides a foundation for advanced Omnissa certifications. An exam voucher is available separately.

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Need to know

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