Troubleshooting Scenarios

This section describes the troubleshooting scenarios that may occur while working with BigFix AEX .

The objective of each column listed in the table is detailed below:

  • Module : The module under which the scenario falls.
  • Error Observed: One-liner on the error observed by the user.
  • Probable Cause : Brief on the probable cause of the error observed.
  • Rectification Steps: Detailed steps to troubleshoot the error observed.
  • Documentation: Recommended documentation for the user.
Table 1. Table 2 – Scenario 1
Module UI Management Module
Error Observed
  1. Uploaded a ZIP in a UI Management Module but files not found.
Figure 1. Figure 1 - Alert message of incorrect zip
  1. An alert message pops-up on the incorrect zip.
Figure 2. Figure 2 – Incorrect ZIP
Probable Cause
  1. Incorrect naming of the sub-folder.
  1. If action is performed inside VDI, certain firewall restriction may not allow uploading of ZIP file.
Rectification Steps
  1. Please make sure that the root directory under the zip is called as "public".
  1. The files under the folders like "images", "js", "html", "css" are specifying the format.
  2. Only the root folder or file should be named public.
Related Documentation BigFix AEX Admin Guide
Table 2. Table 3 – Scenario 2
Module UI Management Module
Error Observed Migration done but unable to see the files on UI management
Probable Cause ETA for migration to be in-effect.
Rectification Steps
  1. Please make sure the instance URL is of the format “xxx-BigFix AEX -next.mybleumix.net”.
  1. If the issue persists, please check out the support resources at this page, https://support.hcltechsw.com/csm?id=bigfix_support.
Related Documentation BigFix AEX Admin Guide
Table 3. Table 4 - Scenario 3
Module SOP Management Console.
Error Observed

SOP HTML Generator does not open with existing SOP when edit.

Figure 3. Figure 3 – SOP HTML Editor
Probable Cause Wrong functionality applied
Rectification Steps Please note that the SOP HTML Generator is used only to generate an SOP HTML and cannot be used as an Editor
Related Documentation BigFix AEX Admin Guide
Table 4. Table 5 - Scenario 4
Module SOP Management Console
Error Observed

Unable to load images on SOP HTML Generator.

Figure 4. Figure 4 - Unable to Load images in SOP Generator
Probable Cause Steps missed in UI Console
Rectification Steps
  1. Please check whether the images are uploaded on UI management console by going to the Text Editor section.
  1. If the images are uploaded then verify the URL, if image is in Root/images/sop_images/xyz.png, then your URL must be assets/images/sop_images/xyz.png
  2. If the issue persists, please check out the support resources at this page, https://support.hcltechsw.com/csm?id=bigfix_support.
Related Documentation BigFix AEX Admin Guide
Table 5. Table 6 - Scenario 5
Module Channel Configuration
Error Observed Channel Integration not working for MS teams.
Probable Cause Credentials issue
Rectification Steps
  1. Enabling or changing channel configuration may take up to 15mins.
  1. If the issue persists, then the user is advised to re-check the credentials configured on the channel.
  2. If using services like Azure, check on Bot Channel registration service for errors.
Related Documentation BigFix AEX Global Admin Guide
Table 6. Table 7 - Scenario 6
Module User Management Module
Error Observed

Locked out of Account due to MFA

Figure 5. Figure 5 - Multi-factor Authentication
Figure 6. Figure 6 - Disable MFA Console
Probable Cause User lost access to MFA code for authentication
Rectification Steps
  1. Contact the Tenant Admin to Disable the MFA for the user.
  1. Tenant Admin to access Manage User Page
  2. Find the affected user.
  3. Edit the user record.
  4. Disable the MFA
Related Documentation BigFix AEX Admin Guide
Table 7. Table 8 - Scenario 7
Module User Management Module
Error Observed

Unable to use credentials in Login Page

Figure 7. Figure 7 - Sign-in via SSO
Probable Cause User might be created on User management system, but the instance might be using SSO.
Rectification Steps
  1. User Management System users are kind of Backup or Fallback if the SSO is not available.
  1. If a new user is needed and the SSO is used, then the organization should create a user and not to be added from User Management Module.
Related Documentation BigFix AEX Admin Guide
Table 8. Table 9 - Scenario 8
Module User Management Module
Error Observed

Forgot Password and User Sign Up is not working after Enabling

Figure 8. Figure 8 - Sign-in via SSO
Probable Cause SSO not controlled by User Management Module
Rectification Steps
  1. Sign Up and Forgot Password is governed by User Management Module not the SSO.
  1. Contact SSO Team only to enable or disable relevant feature.
Related Documentation BigFix AEX Admin Guide
Table 9. Table 10 - Scenario 9
Module Integration Module
Error Observed Integration Module is disabled, and the module says the contact administrator to get it enabled.
Probable Cause Integration Module is disabled if no Integrations are enabled in the Tenant.
Rectification Steps
  1. Enable at least one Integration in the configuration segment of Tenant.
  2. If this does not fix the issue, contact Platform Support to get them enabled.
Related Documentation BigFix AEX Developer Guide
Table 10. Table 11 - Scenario 10
Module Integration Module
Error Observed Integration not working even when the Rule is created. Error says, “Something went wrong”.
Probable Cause The Rule could be disabled, or the Rule trigger used in the Dialog might not match with the Module.
Rectification Steps
  • Enable the rule if it is disabled from the Rule List Page on Integration Module
  • Make sure the Rule Trigger is copied correctly from the system. Info Icon on the Rule List page should give you the correct Trigger.
  • Make sure the authentication attribute is not altered and the default value is used.
  • If changed to get the correct, please create a new rule and copy the value of authentication attribute to the affected rule.
Related Documentation BigFix AEX Developer Guide
Table 11. Table 12 - Scenario 11
Module Miscellaneous
Error Observed Unable to view feature/functionality/UI update in BigFix AEX Web Chat Console
Probable Cause Clear Cache and Cookies for the browser used to interact with BigFix AEX ’s Web Chat Console.
Rectification Steps
  • Go to your browser settings.
  • Clear browsing data (includes history, cookies, site data, cached images, and files etc.)
  • Reload/Refresh the page.
  • Please note the actual steps may differ depending on the browser you are using.
Related Documentation NA
Table 12. Table 13 - Scenario 12
Module Miscellaneous
Error Observed

Connection Error while accessing BigFix AEX Web Chat Console

Figure 9. Figure 9 – Connection Error
Probable Cause Proxy server settings need to be configured
Rectification Steps
  • Go to your browser settings.
  • Click on Network, then click on Internet Properties and then Proxy Settings.
  • Set up your Manual settings and fill in the required details.
  • Contact your Network admin for details.

If the issue persists, please check out the support resources at this page, https://support.hcltechsw.com/csm?id=bigfix_support.
Related Documentation NA
Table 13. Table 14 - Scenario 13
Module Global Admin Console
Error Observed

Unable to view communication channels enabled for a tenant.

Figure 10. Figure 10 – Channels Unavailable
Figure 11. Figure 11 - Enable/Disable Channel
Probable Cause Channels not enabled in Channel Integration
Rectification Steps
  • Go to the Tenant listing page of Global Admin.
  • Click on “Configure” for the respective listed Tenant.
  • Enable/Disable the preferred communication channel which takes around 15 mins to be in effect on the tenant's channel configuration console.
  • Sign-in again to view the reflected changes in tenant
Related Documentation BigFix AEX Admin Guide
Table 14. Table 15 - Scenario 13
Module Spell Checker
Error Observed Abbreviation/Acronyms not understood/identified by BigFix AEX while interaction
Probable Cause Existing Spell Checker corpus is in-effect.
Rectification Steps
  1. Go to Spell Checker Console.
  1. Add the Abbreviation/Acronyms as a variation to the existing corpus.
Related Documentation BigFix AEX Admin Guide
Table 15. Table 16 - Scenario 14
Module UI Management
Error Observed Welcome Message is blank when the tenant is upgraded.
Probable Cause N/A (Known Issue)
Rectification Steps
  1. Update with latest JS from UI management console.
  1. Check for the "chat.vendor.min.css" in CSS folder. If the file is missing, please check out the support resources at this page, https://support.hcltechsw.com/csm?id=bigfix_support.
Related Documentation BigFix AEX Admin Guide
Table 16. Table 17 - Scenario 15
Module Global Admin – Multilingual Connector
Error Observed BigFix AEX detects the query language as English when entering a query in a language other hat English.
Probable Cause Configuration Error by the SME
Rectification Steps Check from the Global Admin Console if the respective language is configured
Related Documentation BigFix AEX Admin Guide
Table 17. Table 18 - Scenario 16
Module Use Case Design Console
Error Observed Boolean (true/false) condition not working for Wolfram Alpha (personality) using rule response in UCD.
Probable Cause Configuration Error by the SME
Rectification Steps

Activate the MCR and write the code as Integration rule in the following format:

(_API_RULE_;Rulename;{};{})
Related Documentation BigFix AEX Admin Guide / BigFix AEX Developer Guide
Table 18. Table 19 - Scenario 17
Module Use Case Design Console
Error Observed BigFix AEX does not display the intent variations if there are more than 100.
Probable Cause N/A (Known Issue)
Rectification Steps This issue is with the old training method. Export the JSON, then make the required changes and upload it again.
Related Documentation BigFix AEX Admin Guide / BigFix AEX Developer Guide
Table 19. Table 20 - Scenario 18
Module Use Case Design Console
Error Observed If a tenant has a high number of nodes, then the UI takes a long time to load, and appears to be stuck or not loading.
Probable Cause N/A (Known Issue)
Rectification Steps Allow some time for all the nodes to load.
Related Documentation BigFix AEX Admin Guide
Table 20. Table 21 - Scenario 19
Module Vayusphere Live Chat Connector (Teams)
Error Observed

When a query is entered before the chat transfers to BigFix AEX (on the Vayusphere welcome menu), only the part before the comma reaches BigFix AEX.

Example: If a user enters: “Hello, how to configure dual monitor?”, BigFix AEX receives only “Hello” from Vayu sphere as query.
Probable Cause N/A (Known Issue from Vendor)
Rectification Steps Connect with VAYUSPHERE Team.
Related Documentation BigFix AEX Admin Guide
Table 21. Table 22 - Scenario 20
Module Use Case Design Console – Teams Adaptive Cards
Error Observed

The following error message appears if adaptive card is not in proper format:

“There seems to be some issue on last message please contact admin”
Probable Cause

Configuration Error by the SME

This error can occur due to following reasons:

  1. When the dynamic response is displayed through adaptive card, or a response is displayed through static adaptive card.
  1. The static adaptive card is either not properly created or something is missed.
  2. The Adaptive Card does not support special characters (/n,/r,//,/,/, etc), if found, it throws the default error.
Rectification Steps
  1. Check if the JSON is valid or not.
Related Documentation BigFix AEX Admin Guide

For MS Team Channel

  • Make sure that the use cases/Integration that deal with tables, contain no more than two columns.
  • If the button text is quite long, only the part of the text is displayed
Table 22. Table 23 - Scenario 21
Module Use Case Design Console – Teams Adaptive Cards
Error Observed Adaptive Card displays "Response Failed to reach App" when a button is clicked twice triggering display of the same response again.
Probable Cause N/A (Known Issue)
Rectification Steps
  1. It is a known issue, and the team is working on it.
Related Documentation BigFix AEX Admin Guide

s

Table 23. Table 24 - Scenario 22
Module Vayusphere Live Chat Connector (Teams)
Error Observed When users click on the buttons inside the carousel using adaptive card, BigFix AEX does not take the input as a skill bot. On clicking of button, the text goes to Parent bot (Vayusphere) and not to BigFix AEX. However, when tested with BigFix AEX manifest it works fine as BigFix AEX is the parent bot in this scenario.
Probable Cause N/A (Known Issue from Vendor)
Rectification Steps Connect with Vayusphere Teams
Related Documentation BigFix AEX Admin Guide
Table 24. Table 25 - Scenario 23
Module Use Case Design Console – Teams Adaptive Cards
Error Observed Multiline and suffix do not work with hero card and adaptive card.
Probable Cause Configuration Error by the SME
Rectification Steps Define context variable in UCD and call this using Openwhisk function
Related Documentation BigFix AEX Admin Guide
Table 25. Table 26 - Scenario 24
Module Use Case Design Console – Teams Adaptive Cards
Error Observed Image expansion functionality is not available in hero cards as discussed with MS team.
Probable Cause N/A (Known issue with Hero cards)
Rectification Steps Switch to adaptive card to use the functionality.
Related Documentation BigFix AEX Admin Guide
Table 26. Table 27 - Scenario 25
Module Use Case Design Console – Teams Adaptive Cards
Error Observed HTML tags do not work in hero card and adaptive card.
Probable Cause N/A
Rectification Steps
  1. Use markdown language tags in place of HTML tags.
  1. Avoid using spaces or Enter (key) within the steps of SOP (For MS TEAMS)
Related Documentation BigFix AEX Admin Guide
Table 27. Table 28 - Scenario 26
Module Use Case Design Console – Teams Adaptive Cards
Error Observed In MS Teams, HTML tags do not work if the response comes from UCD and do not from SOP.
Probable Cause N/A
Rectification Steps
  1. Use markdown language tags in place of HTML tags.
  1. Avoid spaces within the steps of SOP (For MS TEAMS)
Related Documentation BigFix AEX Admin Guide
Table 28. Table 29 - Scenario 27
Module Use Case Design Console
Error Observed Error message "Something went wrong” appears sometimes when skills are uploaded using CSV format.
Probable Cause N/A (Known Issue)
Rectification Steps Ensure the error message is relevant by checking the Skills tab since sometimes due to large CSV files, errors appear but skills are updated
Related Documentation BigFix AEX Admin Guide / BigFix AEX Developer Guide
Table 29. Table 30 - Scenario 28
Module N/A, BigFix AEX Tenant Browser Loading
Error Observed Error message “Access denied” appears sometimes when the tenant loads.
Probable Cause Known Issue
Rectification Steps Try again after a while.
Related Documentation N/A
Table 30. Table 31 - Scenario 29
Module N/A,
Error Observed
  1. BigFix AEX Login Issue with Windows Hello (PIN, fingerprint or face Unlock)
  1. User is unable to login to BigFix AEX, the following error might be shown on SSO login, post unlocking using Windows Hello
Figure 12. Figure 12  Login Issue with Windows Hello
Probable Cause
  1. Unknown
Rectification Steps
  1. Known Issue
Related Documentation BigFix AEX Admin Guide / BigFix AEX Developer Guide
Table 31. Table 32 - Scenario 29
Module N/A
Error Observed
  1. BigFix AEX URL is unreachable or after logging into BigFix AEX, the welcome message in not visible
  1. BigFix AEX is re-directing to SSO continuously, even after login
Probable Cause
  1. Unknown, requires diagnosis
Rectification Steps
  1. Download HAR file:
  1. To Download HAR files please find the steps below with respect to different browsers:
  1. Edge Browser:
  2. Select Ctrl+Shift+I.
  3. Window will open on top there will be tab present "Network" where you will see the download symbol(upward).
  4. Click on it, a file would be downloaded that would be HAR file.
  5. Chrome Browser:
  1. Select Ctrl+Shift+I.
  1. Window will open on top there will be tab present "Network", where you will see the download symbol(upward).
  2. Click on it, a file would be downloaded that would be HAR file.
Related Documentation BigFix AEX Admin Guide / BigFix AEX Developer Guide