Windows 10 Agent Best Practices

The VMware AirWatch Agent Universal Application for Windows 10

  • The VMware AirWatch Agent published to the Windows store this week is a new Universal application that can be installed on all SKUs of Windows 10. The new agent has been tested and verified on Windows Desktop and Windows Phone by the AirWatch Product Team. The app is available at https://www.microsoft.com/en-us/store/apps/vmware-airwatch-agent/9nblggh1jthp
  • The new agent is available only on Windows 10 devices.
  • The Windows Phone 8.1 and Windows Desktop 8.1 applications that are currently on the store will continue being available to new Windows Phone 8.1 and Windows 8.1 devices but will be hidden from the store for Windows 10 devices that were not on Windows 8.1 and did not have the old agent at any time. This is in order to prevent two apps from being visible to Windows 10 end users and causing confusion.
  • Users who had the Phone 8.1 and Desktop 8.1 applications installed on their devices and upgraded to Windows 10 will still be able to use the old applications. These can exist alongside the new Windows 10 Agent. However, it is not recommended to have two agents running at the same time, as it will cause irregular behavior with push messages and device information. Users should be instructed to remove the older App once the new Universal App is installed.

Implications for Customers on Windows Desktop

NOTE: Windows 10 Desktop is supported on AirWatch version 8.1.2 and above. For versions below this, the new Agent will not auto-configure and will require Server URL, GroupID, and credentials.

Windows 8.1 AirWatch Agent Users

  • Customers who wish to continue using the current Windows 8.1 AirWatch Agent on Windows 8.1 can do so without any disruption to the usage of the application.
  • Once the device upgrades to Windows 10, the device supports downloading the new agent. Both the new agent and the old agent can exist on the device, but AirWatch recommends deleting the old agent.

Windows 10 Agent Users

  • Customers who wish to use the new agent on Windows 10 Desktop must take the following steps:
    • Enrolled Device
      • Download the new Universal Agent from the store.
      • Enter the username and password to authenticate into the agent. This is required as the one time access token will have expired.
      • Wait until the new agent configures.
      • Delete the older agent.
    • New Enrollment
      • Download the new Universal Agent from the store.
      • Launch the app and begin enrollment.
      • The agent opens the Work Access settings to begin enrollment.
      • The agent will be auto-configured.

Implications for Customers on Windows Phone:

NOTE: Windows 10 Mobile is supported on AirWatch version 8.2 GA and above. For versions below this, the new Agent will not auto-configure and will require Server URL, GroupID and credentials.

Company Hub Enrolled Users

  • Enrolled Device
    • Customers who are using the Company Hub flow can continue to use company hub without any disruption. The Company Hub flow has been tested and verified on Windows 10 Mobile.
    • The new agent can be installed alongside the Company Hub but requires entering the username and password to register on previously enrolled devices.
  • New Enrollment
    • For newly enrolled devices, customers can still use the company hub. However, they can also download the new agent and it will auto-configure.
  • The steps to download and use the agent are the same as Windows Desktop above.

Windows Store Agent Enrolled Users

  • Enrolled Device
    • Agent-enrolled devices can continue to use the old agent on devices that have been upgraded from Windows Phone 8.1 to Windows 10 Mobile. The new agent will require a username and password for already enrolled devices.
  • New Enrollment
    • For new Windows 10 devices, the old agent will NOT be visible on the store. The new agent, once installed, will instruct users to enroll into their workplace app. Once the enrollment is complete, the agent will be able to automatically read its configuration and register itself to Airwatch once opened.
    • The agent can be downloaded before or after Work Access enrollment and will still work the same. Please note that the agent auto-configuration only works for 6 Hours after initial enrollment. If the Agent is not opened within 6 hours after workplace enrollment, users will be prompted to re-enter their username and password.
  • The steps to download and use the agent are the same as Windows Desktop above.

Caveats and Known Issues

  • Support on Older versions
    • While basic functionality should work on older versions, AirWatch official supports Windows 10 Desktop on version 8.1.2 and Windows 10 Mobile on 8.2.0. We highly recommend that customers upgrade to these versions at a minimum.
    • In older environments, Windows 10 devices display in the AirWatch Admin Console as "Windows Phone 8" devices.
    • On older versions of the console, users who want to enroll more than one device will require a SIM card on the device. This is in order to differentiate the devices based on SIM and Phone number.
  • Backup Enrollment for AAD users
    • If the agent is unable to configure itself immediately after enrollment, it will prompt for email ID, server URL and credentials as a backup. In this scenario, if the email address for AAD users is not configured, the device cannot complete enrollment.
  • Availability of Apps on the Store
    • There will be a window of time after publishing the agent where both the old and new agents are visible. This is because it takes time for changes to propagate to all Windows Stores.
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