Policy Key Troubleshooting

Problem

Incorrectly failing for Policy Key not installed

Possible Solutions

Is the policy key installed correctly?

PC

  • Open File Explorer

  • Navigate to C:\Program Files(x86)\

  • Ensure the directory SafeConnect exists

  • Ensure there is a file in the directory called SCClient.exe

  • If not, re-install the policy key and restart the device

MAC

  • Open Finder and choose Applications

  • Check if an application exists called SafeConnect

  • Right click the application and select "Show Package Contents"

  • Ensure that under Contents > MacOS, there exists a file called scClient and scManagerD

  • If not, re-install the policy key and restart the device

Is the policy key running?

PC

  • Open the Task Manager and navigate to the Processes tab.

  • Check the box “Show processes from all users” at the bottom left.

  • Click on the “Name” column heading to sort.

  • Look for SafeConnectClient.exe and scManager.sys. Both should be present.

MAC

  • Open Activity Monitor (Finder > Applications > Utilities > Activity Monitor).

  • Choose “Show All Processes” under the "View" menu

  • Click on the “ProcessName” column heading to sort.

  • Look for two services named "SafeConnect", one ran by the Admin user and one by the root user. Both should be present.

  • If you have only recently installed the Macintosh Policy Key, both processes may be called SafeConnect

If the policy key is running but is still failing incorrectly:

Check the device's time and date

If the device's time and/or date is incorrect, update the system time and/or date to current and restart the machine.

Check Windows Updates

If there are any Windows Updates pending, complete those updates and check to see if the Policy Key is working again

Ensure Anti-Virus/Firewall is not impeding Policy Key communication

Add an exemption to any Anti-Virus or Firewall for the directory "Program Files(x86)\SafeConnect" and/or the file "ServiceInstaller.exe" within that directory

If the Policy Key is not running

Check Anti-Virus Quarantine section

In some cases, an Anti-Virus might quarantine files that are required by the Policy Key. Confirm that within your Anti-Virus program's quarantine section, there are no files/directories that have a name of SafeConnect or SCClient

Ensure the policy key is set for startup

PC:

  • Enter "msconfig"

  • Click on the "Startup" tab

  • Sort by the "Name" column and find SafeConnect/SCClient

If you cannot find SafeConnect in startup

  • Navigate to C:\Program Files(x86)\SafeConnect

  • Right click on "SafeConnectClient.exe" and select "Create Shortcut"

  • Right click on the file and select "Cut" or use keyboard shortcut CTRL + X

  • Press ⊞ Win + R

  • Enter "shell:startup"

  • Right click and select "Paste" or use keyboard shortcut CTRL + V

  • Restart the device

MAC:

  • Open System Preferences and click "Users & Groups"

  • Click Login Items

  • Ensure SafeConnect/SCClient exists there

If you cannot find SafeConnect in startup

  • Click the + icon in the "Login Items" tab you previously navigated to

  • Choose "Applications" from the left panel and click on SafeConnect

  • Click Add


Next Troubleshooting Steps:

Ensure the device does not have Malware

  • Run an Anti-Virus scan using a known Anti-Virus

  • Run an Anti-Malware scan (Malwarebytes is an option for this)

  • Ensure no Malware is found

Do you see a certificate error or connection error when navigating to the Policy Key Download Page during the time the device is failing policy (Not in open access)?

A certificate error is shown

This may indicate that the endpoint does not have the "Go Daddy Class 2 Certification Authority Root Certificate" installed. Please ensure you have the latest OS updates applied to your system.

You can download and install this certificate from godaddy's website: Godaddy Root Certificate

A connection error occurs

This may indicate that the endpoint does not have a proper route to the SafeConnect appliance or an alternate network connection issue is occurring.

In this case, please submit a ticket to OPSWAT Support with a Policy Key log at level 5, as shown below and please provide OPSWAT Support the error shown when attempting to reach the Policy Key download page, preferably in a screenshot: Support Portal

If this article was unable to solve your problem, please submit a support ticket at Service Desk with the policy key log attached

To generate a policy key log

  • Navigate to the necessary location based off your OS

    • Windows: "Program Files(x86)\SafeConnect"

    • MAC: Applications > Right click SafeConnect > Click "Show Package Contents" > Contents/MacOS

  • If you are requested to enable further debugging (Log Level 5) for the Policy Key by OPSWAT Support

    • Download the config.xml with level 5 enabled: configLevel5.zip

    • Move the config.xml file to the location specified above based off of your OS

  • Wait for the issue to occur again

  • Wait a few minutes after the issue occurs and save the logfile.txt to upload to support ticket at The Support Portal (logfile.txt in the same directory as shown above)

If you do not see a logfile.txt in that directory after 5-10 minutes

  • Download and extract the following file configLevel4.zip (or configLevel5.zip if requested by Support) and place config.xml into the location mentioned above

  • If the logfile.txt still does not appear, try re-downloading the Policy Key from your SafeConnect appliance and/or rebooting the machine