You may be able to solve some Device Posture issues using these topics before contacting support.

Troubleshoot access denied issues

To troubleshoot user access denied issues due to Device Posture rules view the device's access log.

1. In the Enterprise Center navigation menu, select Application Access > Reports > Application Access.

2. On the report page, you can see the complete unfiltered application access data.

3. To enter criteria for the report, click the filter icon, and, next, click Add Report Metric (+).

4. In the criteria list, click Application, and select the application to which access was denied.

5. To enter the additional conditions to the report, in the criteria list, select User, and provide the username of the user who experienced access issues.

6. Click View Report.

The report displays data that match the entered criteria.

7. To select a date range click the calendar or select a predefined time frame (from Yesterday to Last month).

8. Click Apply.
   When the access decision was made using a Device Posture rule, a DP icon displays to the right of the OS column.

9. Click the DP icon to display the Device Inventory report.
   The device inventory report appears.

10. Click the View Device Access Log icon to display logs for the previously selected application and user.

Troubleshoot client issues

Client Diagnostics

On desktop devices that run the EAA Client, Device Posture data are generated when the client user runs the client's diagnostic tool.

Client Device Signals

You can troubleshoot issues around the collection of signals from a device by creating a device history report as described in Create a device history report.

Troubleshoot using IdP username as an input

You may find it useful to be aware of the identity provider (IdP) username associated with the EAA Client that runs on a particular device. This can now be viewed as part of device details and included in device inventory reports. This can be useful for auditing and troubleshooting purposes.

Consider the following situations:

• A particular user has experienced access problems and you wish to analyze their device security posture to troubleshoot the problem.

• Access Log reports show that a particular device couldn't access an application. Having knowledge of the IdP user associated with the EAA Client that runs on the device allows you to troubleshoot further.

In both cases, you can use IdP username as an input for further investigations.

If the user is logged into multiple identity providers, the IdP username is displayed only for the IdP used to configure the client.

Troubleshoot user-related issues

1. In the Enterprise Center navigation menu, select Application Access > Reports > Device Inventory.

2. In Search report, enter the IdP Username of a user who reported access issues, and next locate the corresponding Device ID.

3. Copy the Device ID.

4. In the Enterprise Center navigation menu, select Application Access > Reports > Device History.

5. In Device ID, paste the previously copied Device ID value and click Show History.
   A device history report corresponding to the selected Device ID displays. Each entry represents time and date when the device's signal changed.

6. To search for the possible causes for access issues:

   1. Click the selected date in the Signal Update Time column to display the Device Details report. This report provides you with the list of posture signals that can help you to identify vulnerabilities in the selected device.

   2. Click the View Device Access Logs icon to display the application access report. This report provides you with the log and event data for an application during a specified time period and lets you find login errors that occurred while the user attempted to access the application.

Troubleshoot device-related issues

1. In the Enterprise Center navigation menu, select Application Access > Reports > Device Inventory.

2. Read your inventory report to you identify a device that belongs to the high tier. Copy IdP Username corresponding to this device.

3. In the Enterprise Center navigation menu, select Application Access > Reports > Application Access.

4. To select a date range click the calendar or select a predefined time frame (from Yesterday to Last month).

5. Click Apply.

6. To enter criteria for the report, click the filter icon, and, next, click Add Report Metric (+).

7. In the criteria list, click User, and in Add items paste the previously copied IdP Username value.

8. Click View Report.

The application access report opens. This report provides you with the log and event data during a specified time period and lets you find login errors that occurred while the user attempted to access the application.

With this report, you can check if the high-risk security posture of the device caused any access issues.