Autonomo 4 - Install Troubleshooting Guide
Troubleshooting Guide for installing Autonomo on a device including download, installation, and initial location data.
- Most Common Troubleshooting Issues:
- Why won't my Autonomo App download or install?
- Possible Solutions:
- Confirm you have the most recent version of Autonomo. The most recent publish version can be found at the following link: Autonomo Download.
- Confirm the user doing the install has admin rights on the device to install, repair or uninstall the Autonomo application.
- Confirm the Autonomo download file corresponds to the Operating System of the device (ex. Windows)
- Confirm 100mb of disk space is available for the Autonomo download.
- Confirm the device that Autonomo is being installed on has Wi-Fi enabled.
- Note: Although Wi-Fi must be enabled and on, the Wi-Fi does NOT need to be connected to a network SSID as long as the device can access the internet via other means (i.e. ethernet).
- During installation, the device must be connected to the internet (via Wi-Fi or Ethernet) so that the Asset created on the Troverlo platform can be auto-provisioned.
- 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.
- Common programs that could be blocking Autonomo functionality are:
- Anti-Virus Software (ex. McAfee)
- Encryption Software (ex. BitLocker)
- Firewalls
- MDM Platforms
- Any other security program or rule not listed above
- Any other program than can limit Autonomo access listed below.
- To properly install and function, Autonomo requires the ability to access:
- The internet
- Troverlo APIs via HTTPS
- Enabled Wi-Fi Direct Adapters
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If you encounter problems w the installation, three things are required for Autonomo to be operational on an Asset
2.APIs
1.Protocol: https, Domain: api.find.troverlo.com, Port: 443
1.Autonomo uses this to access Troverlo's APIs to authenticate (using customer's credentials), to register (create, update and archive) the Asset and to post Observations to the Troverlo platform.
- Common programs that could be blocking Autonomo functionality are:
- Possible Solutions:
- Why didn't Autonomo find my device's location after I installed it?
- Possible Solutions:
- Why won't my Autonomo App download or install?
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- The first location data point could take up to 5-8 minutes to appear in the platform. If no location has appeared after 8 minutes from install, please see other solutions below.
- Confirm the device that Autonomo is being installed on has a Wi-Fi adapter.
- Confirm the Wi-Fi adapter is enabled and Wi-Fi is turned on.
- Was the asset created in the Troverlo portal? If not, please see "Why won't my Autonomo App download or install?" instructions above. During installation, Wi-Fi or Ethernet MUST be connected so that the Asset (ie device) created on the Troverlo platform can be auto-provisioned.
- 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:
- Anti-Virus Software (ex. McAfee)
- Encryption Software (ex. BitLocker)
- Firewalls
- MDM Platforms
- Any other security program or rule not listed above
- 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.
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- Advanced Install Troubleshooting
- Alternatively, if you have an issue with the UI installer, a switch can be added to log debug information that will provide more information to identify a resolution. You can always reach out to Troverlo support in our Support Portal for assistance.
- This logging is default for quiet or Intune install.
- Open a command prompt - click on the "windows key," type "cmd", and select "run as an administrator."
- Click "yes"
- Navigate to where you downloaded the install problem (most likely the downloads folder)
- At the command line, type: cd \users\<username>\downloads, for example in the picture below, my username is "mark"
- At the command line, type: troverloautonomov4.4.7.msi /l autonomo-install.log
- This will launch the UI install, but it will log each step to a log file
- 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.
- Alternatively, if you have an issue with the UI installer, a switch can be added to log debug information that will provide more information to identify a resolution. You can always reach out to Troverlo support in our Support Portal for assistance.