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Autonomo 4 - Install Troubleshooting Guide

Troubleshooting Guide for installing Autonomo on a device including download, installation, and initial location data.

Troubleshooting if the installer does not work

  1. Things to check if Autonomo install returns an error.
    1. Confirm the most recent version of Autonomo was used.  The most recent publish version can be found at the following link:  Autonomo Download.
    2. Confirm 100mb of disk space is available for the Autonomo download.
    3. Confirm the device is not running on a virtual machine
      1. Autonomo cannot run on a virtual machine due to network adapter information being obfuscated.
    4. Confirm there is an internet connect.
      1. The device must be connected to the internet so that the Asset created on the Troverlo platform can be auto-provisioned.
    5. Confirm the device that Autonomo is being installed on has Wi-Fi enabled and its radio turned on.
      1. This is used to scan for Wi-Fi data (ie Assets and APs).
      2. Wi-Fi does NOT need to be connected as long as the device can access the internet via other means (i.e. ethernet).
    6. Confirm there are two Wi-Fi Direct Adapters enabled

      1. This is used by Autonomo to send Wi-Fi beacons to advertise.

      2. Autonomo does NOT do peer-to-peer connections, it will never connect to another device.

    7. Confirm the user credentials entered into the install has admin, manager or installer role.

    8. Are there existing (unrelated) programs installed on the device that may be limiting or blocking Autonomo functionality? If so, please allow or whitelist Autonomo in the relevant program. 
        1. Common programs that could be blocking Autonomo functionality are:
          1. Anti-Virus Software (ex. McAfee)
          2. Encryption Software (ex. BitLocker)
          3. Firewalls
          4. MDM Platforms
          5. Any other security program or rule not listed above
          6. Any other program than can limit Autonomo access listed below.
  2. Advanced install troubleshooting
    1. Alternatively, if you have an issue with the UI installer, an installer command line parameter can be used that will create log debug information to provide more information could lead to a resolution. You can always reach out to Troverlo support in our Support Portal for assistance.
      1. This logging is the default for quiet or Intune install, but not for the UI installer
    2. Open a command prompt - click on the "windows key," type "cmd", and select "run as an administrator." 
    4. Click "yes"
    5. Navigate to where you downloaded the install problem (most likely the downloads folder)
      1. At the command line, type: cd \users\<username>\downloads, for example in the picture below, my username is "mark"
    6. At the command line, type: troverloautonomov4.6.10.msi /l autonomo-install.log
    7. This will launch the UI install, but it will log each step to a log file
    8. The log file autonomo-install.log will be in that same directory that launched the installer. It is a text file, so it can be opened with any editor or Word. Please send the autonomo-install.log file via Troverlo Support so we can help diagnose the issue.

Troubleshooting if Autonomo can't find the device's location

Possible Solutions:

  1. The first location data point could take up to 6-8 minutes to appear in the platform.  If no location has appeared after 8 minutes from install, please see other solutions below.
  2. Was the asset created in the Troverlo portal? 
    1. If not, please see "Things to check if Autonomo install returns an error " instructions above. 
    2. During installation, Wi-Fi or Ethernet MUST be connected so that the Asset (ie device) created on the Troverlo platform can be auto-provisioned.
  3. Are there existing (unrelated) programs installed on the same device that may be limiting or blocking Autonomo functionality or access to the internet or the wi-fi adapter? If so, please allow or whitelist Autonomo in the relevant program. Common programs that could be blocking Autonomo functionality are:
    1. Anti-Virus Software (ex. McAfee)
    2. Encryption Software (ex. BitLocker)
    3. Firewalls
    4. MDM Platforms
    5. Any other security program or rule not listed above
  4. Is the device located in a remote area without other nearby Wi-Fi devices or signals?  Initial location is most often determined by triangulating the device's location based on surrounding Wi-Fi signals.  If these signals do not exist, a location may not be found quickly.