Technical Support steps

Operator steps to verify the Trust1Connector is installed correctly and working

Introduction

This document helps the IT partner to investigate and perform verification steps in order for Trust1Connector to be installed correctly.

Prerequisites

The installation of the Trust1Connector has been completed successfully, but the solution is not working from the web application.

Steps in prerequisites have been checked and validated

1. Environment detection

It is important to firstly detect which kind of environment is being used. The supported environments can be found at Supported Environments.

In case of Citrix XenApp, verify if the virtual application and policies are set as described at Citrix XenApp.

2. No installation detected

If the installation is not detected, follow the steps described at Installation not detected. Please use different browsers for the tests that require a browser.

Check if the installation is not detected in different browsers, some browsers require some changes. More info at Supported browsers.

3. Installation works but there are errors

Verify if the permissions are set correctly on some folders.

Verify if antivirus software is not blocked to correct functioning of the Trust1Connector.

4. Collect diagnostics and contact T1T

If the above steps do not resolve the issue, collect the diagnostics on the malfunctioning machine and provide them to T1T. Please follow the steps described at Support.

It is important to know that the first diagnostics can be retrieved on all systems (no administrator rights required) but there are some additional tools for Citrix environments (which do require administrator rights).

Additional Verifications

A1. Verify if the installation files are correctly installed

The following folders should be created after installation and first run.

The main difference here is that MacOS has bundled its own binaries for the Dialogs.

Windows

device.priv
device.pub
device_der.priv
device_der.pub
device_x509_der.pub
sandbox_log.txt
t1c-api.log
t1c-dev-api.exe
t1c-dev-launch.exe
t1c-dev-reg.exe
t1c-dev-sandbox.exe
t1c-reg.log
t1c.cer
t1c.pem
t1cds.pub

MacOS

├── Dialog.app
│   └── Contents
│       ├── Info.plist
│       ├── MacOS
│       │   └── Dialog
│       ├── PkgInfo
│       ├── Resources
│       │   ├── AppIcon.icns
│       │   ├── Assets.car
│       │   └── Base.lproj
│       │       └── Main.storyboardc
│       │           ├── Info.plist
│       │           └── MainMenu.nib
│       └── _CodeSignature
│           └── CodeResources
├── DirChooser.app
│   └── Contents
│       ├── Info.plist
│       ├── MacOS
│       │   └── DirChooser
│       ├── PkgInfo
│       ├── Resources
│       │   ├── AppIcon.icns
│       │   ├── Assets.car
│       │   └── Base.lproj
│       │       └── Main.storyboardc
│       │           ├── Info.plist
│       │           └── MainMenu.nib
│       └── _CodeSignature
│           └── CodeResources
├── FileChooser.app
│   └── Contents
│       ├── Info.plist
│       ├── MacOS
│       │   └── FileChooser
│       ├── PkgInfo
│       ├── Resources
│       │   ├── AppIcon.icns
│       │   ├── Assets.car
│       │   └── Base.lproj
│       │       └── Main.storyboardc
│       │           ├── Info.plist
│       │           └── MainMenu.nib
│       └── _CodeSignature
│           └── CodeResources
├── PinDialog.app
│   └── Contents
│       ├── Info.plist
│       ├── MacOS
│       │   └── PinDialog
│       ├── PkgInfo
│       ├── Resources
│       │   ├── AppIcon.icns
│       │   ├── Assets.car
│       │   ├── Base.lproj
│       │   │   └── Main.storyboardc
│       │   │       ├── Info.plist
│       │   │       └── MainMenu.nib
│       │   └── Info.plist
│       └── _CodeSignature
│           └── CodeResources
├── device.priv
├── device.pub
├── device_der.priv
├── device_der.pub
├── device_x509_der.pub
├── sandbox_log.txt
├── t1c-api
├── t1c-api.log
├── t1c-reg
├── t1c-sandbox-service
├── t1c.cer
├── t1c.pem
├── t1cds.pub
└── uninstall.sh

Ax. Verify if AntiVirus has quarantined the service

An AntiVirus application can blacklist the Trust1Connector. When this is the case, verify if the application(s) can be added to the white list and test again.

Applications to check for both macos and windows;

  • t1c-api(.exe)

  • t1c-reg(.exe)

  • t1c-sandbox(.exe)

Ax. Re-installing the service

When the above is verified, and every step is positive, try re-installing the Trust1Connector AFTER you capture the log and config files for further elaboration at our Support Desk.

Try uninstalling first and after that installing the new connector.

  • Uninstall on windows:

    • Go to Settings > Apps & Features

    • Search for "Trust1Connector"

    • Select "Trust1Connector" and press "Uninstall"

  • Uninstall on Mac:

    • Execute the "uninstall.sh" script provided in the install

Check your antivirus for notifications

Check for the program "trust1connector-api.exe", "trust1connextor-sandbox.exe", "trust1connector-api.exe" and the service "t1c-proxy". If the antivirus is blocking either, please whitelist it.

Verify if the service is running

The url below is applicable to the Production version of the Trust1Connector distributed by Trust1Team. If you have a different Trust1Connector, distributed by a different provider, please contact that provider for the correct information.

Ax. Additionally verify from a browser that the solution is working

The demo applications are only applicable for Trust1Connector installations distributed by Trust1Team

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