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AutonomoSetup - 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 AutonomoSetup install returns an error.
    1. Confirm the most recent version of AutonomoSetup was used.  The most recent publish version can be found at the following link:  Autonomo Download.
    2. Confirm 400mb of disk space is available for the Autonomo download.
    3. Confirm that the user that is installing has the "installer" role assigned to them. - see User (Team Member) Management
    4. 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.
    5. 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.
    6. 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).
    7. 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 create/use peer-to-peer connections, it will never connect to another device.

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

    9. The url Autonomo used to talk to the Troverlo backend is "https://api.find.troverlo.com"

      1. Specifically

        1. Protocol: https, Domain: api.find.troverlo.com, Port: 443
          1. API endpoints: Autonomo uses this to access Troverlo's API endpoints to authenticate the caller, to register (create, update and archive) the asset and get it's details current, and to post observations (Wi-Fi scan data).

        2. IP address (inbound): 20.119.128.4

        3. You can ping api.find.troverlo.com to test bot the url and see the IP address

    10. 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 not listed above.

        6. Other applications using Wi-Fi Direct adapters.

    1. Advanced install troubleshooting
      1. If you have an issue with the UI installer, there is a log file created by default for command window (quiet), UI or Intune install methodology.

      2. The default log filename is AutonomoInstaller.log.

      3. Where the file can be found:

        1. In the \users\<username>\appData\localTemp folder for command window (quiet) or UI.

        2. If using Intune - it goes into the \Windows\SystemTemp directory.

      4. It is a text file, so it can be opened with any editor or Word.

      5. If you need additional help, please reach out to Troverlo support in our Support Portal for assistance.

    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 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.