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Troubleshooting - Validation Failed
- Click 'Retry'
- Check Internet Connection
- Ensure AppsAnywhere Client is Installed
- Open a private browser Window to see first use prompts again
![](https://ppm.smu.ca/TDPortal/Images/Viewer?fileName=734eacae-314c-4c36-80b6-d74a24d4c5ff.png)
- Try a different browser e.g. IE, Chrome, Firefox, Safari
Troubleshooting - Access to Apps
- Search for the app or check 'Unavailable apps'
![](https://ppm.smu.ca/TDPortal/Images/Viewer?fileName=5c545b7c-941b-4820-bfd0-46345ee8de9e.png)
- Apps does not appear for the end user:
- User is not in the required AD group
- App does not exist (can someone else see it?)
- App listed is unavailable
- View 'More Info' and check restrictions
- Has validation completed successfully?
- If no, treat as 'Validation Failed'
Troubleshooting - Unable to Launch
- Try again in a new browser session
- Try a different browser e.g. IE, Chrome, Firefox, Safari
- Uninstall and re-install the AppsAnywhere Client
- Check which delivery method is being used:
- Cloudpaging Player installed correctly?
- Local app not working?
![](https://ppm.smu.ca/TDPortal/Images/Viewer?fileName=5578c781-b026-4289-bd54-b2c822a75b21.png)
Analysis
- View/send Log File
- In the Cloudplayer App, click on File and select Options
- Click on View Log
- Copy/paste into Word and send to hdesk@smu.ca if needed
![](https://ppm.smu.ca/TDPortal/Images/Viewer?fileName=9c03c019-2ff5-4f3f-9f6d-89d502d77c20.png)
For Mac users, the log file should be in this location:
![](https://ppm.smu.ca/TDPortal/Images/Viewer?fileName=aff93d3d-77db-4802-aa82-538ddae857f6.PNG)
Useful Details:
- Username
- Device (e.g. Lab PC or personal device)
- Operating System
- Location