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Overview
Over time issues may occur with Apps Anywhere. To try and quickly troubleshoot I've started this KB to record solutions we are provided by Sofware 2 support or discover ourselves.
CloudPaging Player not working even after reinstalling
Use the Force Un-install tool found at the below link to make sure the Player is installed correctly
https://support.appsanywhere.com/hc/en-us/articles/231991168-Using-force-uninstall-bat-to-uninstall-Cloudpaging-Player
Validation Issues
1) Have them navigate to https://appsanywhere.saultcollege.ca with a different browser or incognito windows. If they are prompted to install AppsAnywhere make sure they click Install Now. I think some users just ignore pop ups, so once they click I have it already (as seen below in 2nd image) that browser will no longer prompt to install the software. So if it isn't installed Validation won't occur.
1st Pop up - We are attempting to communicate with your Device
2nd Pop up - Did you install AppsAnywhere on your device?
2) If that doesn't work have them load Add or Remove Programs on their Windows PC
- Uninstall AppsAnywhere
- Uninstall CloudPaging Player
- Navigate to https://appsanywhere.saultcollege.ca
- Click Install Now when prompted
- This will install AppsAnywhere first
- Then the AppsAnywhere program will install CloudPaging Player automatically.
- Read all the other pop ups that AppsAnywhere provides and answer bases on their choice
3) Mac computers - The only thing that is available for Mac computers on AppsAnywhere are a few Weblinks
- Right now (AppsAnywhere 2.12), Mac computer users have to the installer provided to them. The Automagic installer (described above for PC) doesn't work. This will be resolved with the AppsAnywhere 3.0 upgrade that is occurring this summer.
If you have an AppsAnywhere account, you can read this article - Resolved: [Known Issue] Allow users to re-download the AppsAnywhere Client – AppsAnywhere Support
Standard Troubleshooting
- Verify any pre-requisites listed under the MoreInfo button of the application on https://appsanywhere.saultcollege.ca.
- Reboot client computer
- Clear Cache in CloudPaging app (Logged in as an administrator)
- Open Cloudpaging Player
- Remove all apps from Application list
- Click File --> Options ...
- Click Clear Cache
- TEST APP AGAIN
- Clear Cache in CloudPaging app (NOT Logged in as an administrator)
- Close CloudPaging Player
- Navigate to "C:\Program Files\Numecent\Application Jukebox Player\JukeboxPlayer.exe"
- Shift Right click JukeboxPlayer.exe and Run as as a different user (Use your SCIT account) or Run as an administrator (if the first option isn't available)
- Remove all apps from Application list
- Click File --> Options ...
- Click Clear Cache
- TEST APP AGAIN
Gather and review Logs
A very important part of troubleshooting is:
1) Review the log files , based on the issue you are troubleshooting
2) When in doubt save a copy to sent to AppsAnywhere support.
Review this link to understand log files. Where can I find log files? (validation failed, error launching etc.)
Error Virtualizing Application [Application name] ... Please try again Later or contact your administrator
I was working with Ray L with an issue (AutoCAD 2021) for Peter Corbett and Andrew P (OBS), they were both experiencing this issue.
Solution - Upgraded Cloudpaging Player
- Run Appwiz.cpl as an Administrator
- "C:\Windows\System32\appwiz.cpl"
- Uninstalled Cloudpaging player (jukeboxplayer)
- Rebooted as required
- Because Appsanywhere was installed it automatically reinstalls Cloudpaging player to the newest version.
NOTE: We control the newest version via my Admin console.
- Verify the newest version was present
- TEST APP AGAIN
Reboot of computer required
If the users computer has been rebooted for a long period of time, Cloudpaging player will start to react very slowly.
Test if this is the issue
- Waiting 5 or 10 minutes results in the Validation being successful
- If waiting does solve the issue
- Reboot anyway
- Check the Health pages to make sure the services are running
- Consider reinstalling (1st option above)
Paging Server Health Check - (need to be done on-site or connected to an on-site server over VPN)
It's possible that a Server may be down.
You can check if access to the Cloudpaging and Appsanywhere servers is functioning, from any machine by using the healthcheck urls.
You can use the WWW page to access these Health Checks or the below links - Apps Anywhere / Cloud Paging Health Check Resources | Sault College
AppsAnywhere Service:
Success message: (All)
OK
Cloudpaging Admin/License:
Success Message:
Token service is ready.
Paging Service: (NO PORTAL/No Web UI/No Load Balancing)
Success message:
Stream service is ready.