8. Troubleshooting Device Access Issues

No OPSWAT Client installed

Reason:

  • No agent installed

  • Agent installed but the cross-domain API is not enabled on your MetaAccess account

How to fix:

Click the DOWNLOAD button below to get the latest available OPSWAT Client for installation.

If you already have a valid OPSWAT Client installed, please click here for further instructions.

How to help the user:

Install the OPSWAT Client from your organization account on his/her device.

If the user already has a valid agent installed, please click here for further instructions.

Failed to check device security status

Reason:

  • The app has been configured with the wrong client key and client secret

  • The MetaAccess URL has not whitelisted on Salesforce

How to fix:

Please try again in a few minutes. You can track OPSWAT MetaAccess service status at trust.opswat.com.

If the problem persists, please contact your administrators for help.

How to help the user:

Please make sure the client key and client secret, which configured on the OPSWAT app on Salesforce, exist on the OPSWAT MetaAccess OAuth Portal on your organization's account

Reason:

  • The MetaAccess server may be outage.

How to fix:

Please try again in a few minutes. You can track OPSWAT MetaAccess service status at trust.opswat.com.

How to help the user:

Please visit trust.opswat.com to track the service status.

If you couldn't find any incident and the issue still happens, please contact OPSWAT Support for help.

Reason:

  • device may connect to another account

  • device may be auto-deleted on the cloud after the device has disconnected for a long time

How to fix:

Follow this guideline to check if your device is connected to a right account.

If your device is connected to a right account, please try again in a few minutes.

If your device is connected to a wrong account, please uninstall the client on your device and click the DOWNLOAD button below to get the latest available OPSWAT Client for installation.

How to help the user:

Follow this guideline to check whether the device is connecting to your organization's account recently

Reason:

The account, your device is trying to connect to, goes over authorized license limit.

How to fix:

Please contact your administrators in order to upgrade your organization's account

How to help the user:

Please upgrade your organization's account.

Reason:

The account, your device is trying to connect to, goes over authorized API rate limit.

How to fix:

Please contact your administrators in order to upgrade your organization's account

How to help the user:

Please upgrade your organization's account.