AirWatch Cloud Connector Install Overview
The following article is intended to assist AirWatch Customers and Agents install, validate and troubleshoot the AirWatch Cloud Connector (ACC).
to purchase an assisted install.
The install guide is intended to walk users through the preparation, installation and configuration of the AirWatch Cloud Connector and Directory Services integration.
Provides a detailed explanation of all general, hardware, software and network requirements for a successful installation of the ACC. Please only reference the tab for the component you wish to install.
This instructional install video shows the step by step process for installing and validating the AirWatch Cloud Connector.
Provides tests and checks to perform in order to validate that the component has been successfully installed and configured. These should always be performed after a new install or upgrade to confirm functionality.
How to guide for gathering ACC logs. These logs will be needed if you run into any issues with the ACC during or after an install or upgrade. It will also help our support team assist you more quickly if these are provided up front.
This forum provides resolutions to common issues and error messages that are encountered during an ACC install. Please be sure to gather logs prior to beginning troubleshooting.
The following steps should be performed after an ACC install or On Premise upgrade to confirm ACC and Directory Services have been successfully installed/updated. If you encounter issues at any point during validation, please proceed to the ACC Logs and Install Troubleshooting sections.
|Validation Step||Actions||Expected Results|
|Step 1 - Ensure Service has Started||On the ACC server, confirm the AirWatch Cloud Connector and AirWatch Diagnostic services have started||Both services start successfully|
|Step 2 - ACC Test Connection||Navigate to Groups & Settings > All Settings > System > Enterprise Integration > Cloud Connector||Cloud Connector is Active|
|Step 3 - Check System Health Page||On the admin console, navigate to Groups & Settings > All Settings > Admin > Diagnostics > System Health||The ACC server record exists and the service is up.|
|Step 4 - Directory Services Test Connection||After Directory Service integration has been completed in Groups & Settings > All Settings > System > Enterprise Integration > Directory Services, test the connection.||Test connection is successful.|
|Step 5 - Validate Other Integrations||In the console, navigate to Groups & Settings > All Settings > System > Enterprise Integration > Cloud Connector > Advanced and verify whether the ACC is enabled for additional integrations.||Test Connection is successful for additional integrations.|
The following steps should be performed after an ACC install or On Premise upgrade to confirm the features of your ACC Install or AD integration work properly.
|Validation Step||Actions||Expected Results|
|Step 1 - Successfully add Directory Users/Admins||Navigate to Accounds > Users > List View > Add User. Select Directory, enter their username and check for the user.||User information is populated.|
|Step 2 - Log into AirWatch Console with Directory Admin||In your browser, browse to your console URL (CNXXX.awmdm.com) and log in using a AD admin account.||Login is successful.|
|Step 3 - Enroll a Directory User||On your device, enroll using directory credentials||Enrollment is successful.|
The following article provides information on how and when to collect and verbose logs related to the AirWatch Cloud Connector.
Verbosed ACC logs are used to troubleshoot any ACC related issues. It will not only show what process fails but also the errors that come with the failure. Please gather these logs if you are having an ACC issue or are planning on opening a support ticket.
1. Open Windows Explorer on the ACC server and browse to the \AirWatch\CloudConnector\ folder.
2. Note the presence of two folders: Bank1 and Bank2. Open each Bank folder and sort the file list by date modified. Compare the most recent date modified in each file. The current bank file has the most recent date modified.
Every time the Cloud Connector software is updated, the update is applied to the inactive bank folder. The updated bank folder then becomes the active bank folder.
3. Within the current bank folder (\AirWatch\CloudConnector\Bank#), open the CloudConnector.exe.config file and change the level value in the "loggingConfiguration" from error to verbose and save the file.
4. After reproducing the error, open Windows Explorer on the ACC server and browse to the \AirWatch\Logs\ directory. Copy the appropriate log to a new location for use in support/troubleshooting.
5. Be sure to change the loggingConfiguration level value from verbose to error and save the file to prevent unnecessary impact to the ACC server.