Troubleshooting issues with configuring mobile apps

Troubleshooting issues with configuring your mobile device and the Secure Browser feature.

The users cannot access an intranet site through the Secure Browser. How to fix this?
  1. Make sure that the intranet site is included in the proxy access list for the Persona policies.
  2. Log on to the server where you installed the gateway, open a browser and then try to access the intranet site.
  3. Try to connect to the device on the corporate network from the VPN or by using wifi to determine whether the site is accessible.
  4. If steps 1 - 2 do not fix the issue, the intranet site might be offline.
  5. Open the browser on the gateway, use developer tools and capture logs as you load the intranet site.
  6. Collect gateway logs and send the logs to IBM® Support for analysis.
The users cannot access any of the intranet sites through the Secure Browser. How to fix this?
  1. Log on to the server where you installed the gateway, open the Services console and make sure that the Cloud Extender® service is running. If the Cloud Extender service is not running, start the service.
  2. With a test device, start the Secure Browser app. Authenticate if required, and make sure that you are able to access the intranet sites.
  3. If you cannot access intranet sites, open the browser on the gateway server and try to access intranet sites that are published. Check whether recent firewall or proxy changes to your internal network that might be blocking access.
  4. Collect gateway logs and send the logs to IBM Support for analysis.
How to collect gateway logs?
  1. Replicate the issue that you are experiencing and write down the timestamp.
  2. Log on to the server where you installed the gateway
  3. Browse to the C:\Program Files(x86)\MaaS360\Cloud Extender folder.
  4. Double-click DiagnosticCmd.exe. The tool runs and collects all relevant logs for the gateway and generates a compressed file on your desktop.
  5. Send the file to IBM Support along with a detailed description of the issue that you are experiencing, the timestamp of the issue, and your account number.
How to collect Secure Browser logs?
Replicate the issue that you are experiencing with Secure Browser and write down the timestamp.
  • For iOS, open the browser, and select Settings > Email Logs to start your email client with a new email and logs as attachments.
  • For Android, follow the steps.
    1. Open the MaaS360® app, and select Settings > Email Logs.
    2. From the Secure Browser Settings menu, enable Verbose Logging.
Where to find the log files on the Mobile Enterprise Gateway (MEG)?
Go to C:\%ProgramData%\MaaS360\Cloud Extender\logs. The following logs are available in this folder.
  • MobileGateway.log contains all gateway activities.
  • MobileGatewayAuth.log contains all authentication attempts.
  • MobileGatewayAccess.log provides details of all the intranet resources that users accessed.
  • MobileGatewayWebResAuth.log contains all authentication attempts against intranet resources.
How to check the version of the Secure Browser that is installed on the device?
  • For iOS, go to Settings > Browser. The Version field displays the version of the browser.
  • For Android, go to Settings > Application Manager > Browser to access the version.