Troubleshooting non-compliant devices

In some cases, the RAR component of the Secure Endpoint Agent is unable to repair an application when it isn't functioning correctly, or reinstall it when it's missing. When this occurs, the device continues to be reported as Not compliant in Application Resilience reports. You will need to take remedial actions to resolve the problem.

To determine your best course of action, add the Status details column to an Application Resilience report to view more information about the problem, such as:

Status Detail text string	Resolution
Reinstall succeeded	The RAR component successfully installed the application but the application is still unhealthy
[`Health check error`] THEN reinstall completed but the application is not installed. Make sure the installer provided in the policy configuration is for the correct application.	The RAR component used the installer provided in the policy configuration. After running the installer, the application was still not found. This could be because an installer for a different application was provided in the policy configuration. Check the policy configuration and make sure the correct installer is configured.
[`Health check error`] THEN installer ran successfully but application name not found in registry. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall	One of the health checks is for a registry key. After the application was reinstalled, the registry key was still not found. This could be because an installer for a different application was provided in the policy configuration. Check the policy configuration and make sure the correct installer is configured. It could also be because there is a problem with the cached installer on the device. Remove the cached installer and try again. In this example, HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall was not found.
[`Health check error`] THEN reinstall completed but reboot pending.	The application requires an restart in order to complete the installation. Instruct the device user to restart the device to finish installing the application.
Reinstall failed	The RAR component attempted to reinstall the application but the installation failed
[`Health check error`] THEN reinstall failed: Failed to install application from C:\ProgramData\CTES\Components\RAR\DellTrustedDeviceAgent.msi. Error: 1603.	The installer returned an error code. To determine why the application couldn't be installed, search for the MSI error code in Microsoft's documentation. Follow the instructions provided to resolve the issue. In this example, the search result should lead you to https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603.
[`Health check error`]. THEN installer download failed. Hash does not match. Actual: [`Hash that was detected`] Expected: [`Hash that was expected`]	When the RAR component attempted to download the installer, the RAR component tried to verify the hash the was created or provided when the installer was configured. The actual hash and the expected hash were different. This could be because the URL provided for the installer file is incorrect. Double check the URL in the policy configuration. It could also be because the hash provided in the policy configuration is incorrect. Double check the hash in the policy configuration.

Status Detail text string

Resolution

Reinstall succeeded

The RAR component successfully installed the application

but the application is still unhealthy

[Health check error]

THEN reinstall completed but the application is not installed. Make sure the installer provided in the policy configuration is for the correct application.

The RAR component used the installer provided in the policy configuration. After running the installer, the application was still not found.

This could be because an installer for a different application was provided in the policy configuration. Check the policy configuration and make sure the correct installer is configured.

[Health check error]

THEN installer ran successfully but application name not found in registry.

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall

One of the health checks is for a registry key. After the application was reinstalled, the registry key was still not found.

This could be because an installer for a different application was provided in the policy configuration. Check the policy configuration and make sure the correct installer is configured.

It could also be because there is a problem with the cached installer on the device. Remove the cached installer and try again.

In this example, HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall was not found.

[Health check error]

THEN reinstall completed but reboot pending.

The application requires an restart in order to complete the installation.

Instruct the device user to restart the device to finish installing the application.

Reinstall failed

The RAR component attempted to reinstall the

application but the installation failed

[Health check error]

THEN reinstall failed: Failed to install application from C:\ProgramData\CTES\Components\RAR\DellTrustedDeviceAgent.msi. Error: 1603.

The installer returned an error code.

To determine why the application couldn't be installed, search for the MSI error code in Microsoft's documentation. Follow the instructions provided to resolve the issue.

In this example, the search result should lead you to https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603.

[Health check error].

THEN installer download failed. Hash does not match.

Actual: [Hash that was detected]

Expected: [Hash that was expected]

When the RAR component attempted to download the installer, the RAR component tried to verify the hash the was created or provided when the installer was configured. The actual hash and the expected hash were different.

This could be because the URL provided for the installer file is incorrect. Double check the URL in the policy configuration.

It could also be because the hash provided in the policy configuration is incorrect. Double check the hash in the policy configuration.