4. Troubleshooting Device Access

The OPSWAT Client is not Installed on your Device

If the OPSWAT Client is not installed on your device and you try to log in to your Salesforce account, the following page will appear.

Before doing anything else, use the procedures below to verify whether the client is installed on your device.

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Verifying Whether the OPSWAT Client is Installed on your Device

On Windows

To verify whether the OPSWAT Client is installed on a Windows machine:

1. Click the Windows Start menu, then scroll it down and click the OPSWAT entry.

The OPSWAT Client should be in the list of installed applications.

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On MacOS

To verify whether the OPSWAT Client is installed on a MacOS machine:

1. Click the Go menu and select Applications.

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The Applications folder appears.

2. Look for the OPSWAT Gears folder.

3. Open it and verify that the OPSWAT Gears applications is in it.

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After Verification

1. If the OPSWAT Client is installed on your machine and you still cannot access Salesforce, do one of the following (depending on your company’s policy):

Click here for further instructions.

Contact your Help Desk.

2. If the OPSWAT Client is not installed on your machine, return to the remediation page and click DOWNLOAD to download an OPSWAT Client.

3. When the download completes, use the procedures in the Installing the OPSWAT Client section below to install the client.

This ensures you have the latest version of the application.

4. When you are done, try to log in again.

Installing the OPSWAT Client

If necessary, and if your company’s policy allows, use these instructions to install the OPSWAT Client.

On Windows

To install the OPSWAT Client on Windows:

1. Open a Windows Explorer window and navigate to the folder that contains the OPSWAT client installer.

2. Double-click the installer icon.

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The Client Setup dialog appears.

3. Click the I accept the terms in the License Agreement checkbox (to put a check in it) and click Install.

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The installer installs the OPSWAT Client.

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When installation is complete, the Client Setup dialog refreshes.

4. Click Finish.

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5. To confirm that the OPSWAT Client is running, click the Show Hidden Icons arrow and look for the OPSWAT Client icon ( images/download/thumbnails/4677577/image2019-11-6_12-31-17.png ) in the system tray.

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On MacOS

To install the OPSWAT Client on MacOS:

1. If you download the installer on a Mac, the installer file downloads and launches the OPSWAT Client window.

2. Double-click the installer icon.

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The Client Setup dialog appears.

3. Click Continue.

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The Software License Agreement appears.

4. Click Continue.

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The License Agreement popup appears.

5. Click Agree.

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The installer is ready to install the OPSWAT Client.

6. Click Install.

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The installer installs the OPSWAT Client.

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When installation is complete, the Client Setup dialog refreshes.

7. Click Close.

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8. To confirm that the OPSWAT Client is running, hover your cursor over the Apple Menu Bar and look for the icon ( images/download/thumbnails/4677577/image2019-11-6_12-58-18.png ) in the system tray.

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Your Device is Not Compliant

If your device does not comply with your company’s security policies and you try to log in to your Salesforce account, the Device at Risk page will appear.

This page shows you how your device does not comply with company policies. In the example above, the hard drive on the device is not encrypted. However, issues could range from the encryption one above to antivirus definitions out of date, application patches have not been installed, the operating system is out of date, etc.

Before doing anything else, use the procedures below to determine what is out of compliance. When you find out what the problem is, use standard windows procedures to fix them. If your company policy does not allow you to work on your device (installing updaters, for example), contact your Help desk.

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Checking Device Compliance Status

These procedures enable you to get MetaAccess to tell what is out of compliance on your device.

Windows

To get MetaAccess to tell what is out of compliance on your Windows device:

1. Click the Show Hidden Icons arrow and right-click the OSPWAT Client icon ( images/download/thumbnails/4677577/image2019-11-6_13-28-50.png ) in the system tray.

2, Click Device is non-compliant in the menu that appears.

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Your default web browser launches and displays the Device at Risk page. This page explains the security issues on your device

MacOS

To get MetaAccess to tell what is out of compliance on your Windows device:

1. Hover your cursor over the Apple Menu Bar and click the OSPWAT Client icon ( images/download/thumbnails/4677577/image2019-11-6_13-29-9.png ).

2. Click Device is non-compliant in the menu that appears.

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Your default web browser launches and displays the Device at Risk page. This page explains the security issues on your device.