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Troubleshooting Client Installation Issues

Tim Fischer
Updated

“Initializing…” dialog

The following dialog is displayed if the workstation cannot connect to the EmOpti application servers, likely due to Internet connectivity issues at the facility (note that network connectivity is not the same as Internet connectivity).

Verify internet connectivity on the workstation by opening a browser and navigating to an external website. 

This issue can often be resolved by rebooting the workstation.

“This endpoint has not been activated.” dialog

The following dialog may be displayed as the result of missing a step during the installation process, including

  • The Virtual Desktop Infrastructure (VDI) endpoint has not been provisioned (activated) from the EmOpti Admin Portal
  • A VDI license was entered in the installer, but the associated Endpoint Discriminator Variable field was left blank
  • Installing the EmOpti application in the DEMO environment without updating the ECM URL in the installer (either VDI or non-VDI endpoint).

The VDI endpoint has not been provisioned (activated) from the Admin Portal

Verify the endpoint has been provisioned. Follow the Provisioning steps in the appropriate EmOpti Services Client Installation Instructions document to provision (activate) the VDI endpoint.

Verify the Endpoint Discriminator Variable is correct in the Installer

Note the Endpoint Discriminator Value is configured to match the license key in the admin Portal

  1. Verify you are logged in to the workstation with admin privileges
  2. Close the EmOpti application
  3. Open Add or Remove Programs
  4. Select EmOpti Services Client from the list and click Modify
  5. At the Welcome page, click Next
  6. At the Change, repair, or remove installation page, click Change
  7. At the Registration Information page, verify the License Key is correct for the environment, and verify the appropriate Endpoint Discriminator Variable is entered and click Next
  8. At the Ready to change page, click Change
  9. At the Completed page, click Finish
  10. Follow the Provisioning steps in the appropriate EmOpti Services Client Installation Instructions document to provision (activate) the VDI endpoint.

Installing the EmOpti application in the DEMO environment without updating the ECM URL in the installer

  1. Verify you are logged in to the workstation with admin privileges
  2. Close the EmOpti application
  3. Open Add or Remove Programs
  4. Select EmOpti Services Client from the list and click Modify
  5. At the Welcome page, click Next
  6. At the Change, repair, or remove installation page, click Change
  7. At the Registration Information page, verify the License Key is correct for the environment (PROD or DEMO) and click Advanced
  8. On the Advanced Settings page, verify the ECM Base Url is
    1. For the PROD environment = https://api.prod.emopti.com/ecm - if the field is left blank it will be set to the PROD values
    2. For the DEMO environment = https://api.demo.emopti.com/ecm 
  9. Click Next
  10. At the Ready to change page, click Change
  11. At the Completed page, click Finish
  12. Launch the EmOpti application and verify an Activation dialog is displayed (for non-VDI endpoints)

If an activation dialog does not display for non-VDI endpoints, you may need to run a repair on the installation

  1. Verify you are logged in to the workstation with admin privileges
  2. Close the EmOpti application
  3. Open Add or Remove Programs
  4. Select EmOpti Services Client from the list and click Modify
  5. At the Welcome page, click Next
  6. At the Change, repair, or remove installation page, click Repair
  7. At the Ready to repair page, click Repair
  8. At the Completed page, click Finish
  9. Launch the EmOpti application and verify an Activation dialog is displayed (for non-VDI endpoints)

“The EmOpti Services Client was not appropriately configured.” dialog

The following dialog may be displayed as the result of missing a step during the installation process, including

  • A non-VDI license was entered and an Endpoint Discriminator Variable was entered in the installer
  • A VDI license was entered, but an incorrect (not blank) Endpoint Discriminator Variable was entered in the installer - Note the Endpoint Discriminator Value is configured to match the license key in the admin Portal

Verify the Endpoint Discriminator Variable is blank in the Installer

  1. Verify you are logged in to the workstation with admin privileges
  2. Close the EmOpti application
  3. Open Add or Remove Programs
  4. Select EmOpti Services Client from the list and click Modify
  5. At the Welcome page, click Next
  6. At the Change, repair, or remove installation page, click Change
  7. At the Registration Information page, verify the License Key is correct for the environment, and verify the Endpoint Discriminator Variable is blank, and click Next
  8. At the Ready to change page, click Change
  9. At the Completed page, click Finish
  10. Launch the EmOpti application and verify an Activation dialog is displayed (for non-VDI endpoints)

Verify the Endpoint Discriminator Variable is correct in the Installer

Note the Endpoint Discriminator Value is configured to match the license key in the Admin Portal

  1. Verify you are logged in to the workstation with admin privileges
  2. Close the EmOpti application
  3. Open Add or Remove Programs
  4. Select EmOpti Services Client from the list and click Modify
  5. At the Welcome page, click Next
  6. At the Change, repair, or remove installation page, click Change
  7. At the Registration Information page, verify the License Key is correct for the environment, and verify the appropriate Endpoint Discriminator Variable is entered and click Next
  8. At the Ready to change page, click Change
  9. At the Completed page, click Finish
  10. Follow the Provisioning steps in the appropriate EmOpti Services Client Installation Instructions document to provision (activate) the VDI endpoint.

Installing the EmOpti Services Client in the DEMO Environment

Contact an EmOpti Support Representative for instructions.

Completely Uninstall the EmOpti Services Client

Note - Show Hidden files, folders and drives must be enabled in Windows Explorer to complete these steps

  1. Uninstall the EmOpti Services Client using Add/Remove Programs
  2. Delete the C:\Users\<username of logged in user>\AppData\Local\EmOpti folder
  3. Delete the C:\ProgramData\EmOpti folder
  4. From the Registry, delete the key located at HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\EmOpti

Accessing the EmOpti Services Client Log Files for Troubleshooting with EmOpti

In some scenarios, an EmOpti Support Representative may ask for the log files from the EmOpti Services Client to assist with troubleshooting installation issues. 

  1. Open Windows Explorer
  2. On the View tab, click Options.  The Folder Options dialog appears
    1. On the View tab, select Show hidden files, folders and drives.  Click Apply
  3. Navigate to C:\Users\<USERNAME>\AppData\Local\EmOpti\client\logs\. There will be at least one log file in the directory. Unless directed otherwise, copy and send the most recent log file to your EmOpti Support Representative.

Changing the EmOpti License Key

For non-VDI workstations, the EmOpti License Key is used to associate an EmOpti endpoint to a location. If the incorrect license key is used during installation, the endpoint activation will appear in the incorrect department.

Changing the License Key via the Installer

  1. Log in to Windows as a user with Administrator privileges
  2. Close the EmOpti Services Client
  3. From Add or Remove Programs, click on EmOpti Services Client and select Modify
  4. At the Welcome page, click Next
  5. At the Change, repair, or remove installation page, click Change
  6. At the Registration Information page, enter the updated license key and click Next
  7. At the Ready to change page, click Change
  8. At the Completed page, click Finish
  9. Reopen the EmOpti application. A new activation code should be displayed, and the endpoint activation should now appear in the correct department via the EmOpti Admin Portal

Changing the License Key via the Windows Registry

  1. Log in to Windows as a user with Administrator privileges
  2. Close the EmOpti Services Client
  3. Open the Registry Editor
  4. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\EmOpti\Client
  5. Update the LicenseKey to the appropriate value, including the hyphens
  6. Reopen the EmOpti application. A new activation code should be displayed, and the endpoint activation should now appear in the correct department via the EmOpti Admin Portal

Configure EmOpti application to auto-launch at startup

  1. Copy the EmOpti shortcut on the desktop
  2. Open Windows Explorer
  3. On the View tab, click Options.  The Folder Options dialog appears
    1. On the View tab, select Show hidden files, folders and drives.  Click Apply
  4. Navigate to C:\Users\<USERNAME>\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
  5. Paste the shortcut
  6. Restart windows and verify it loads to the desktop and launches the EmOpti Services Client

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