HealthCast

Debugging ExactAccess Credential Passthrough Issues

The following are typical issues to look at when Hyperspace is not logged in:

  • Any version of Hyperspace

    1. Is a Citrix server that has the plugin installed being hit?

      1. On an endpoint device, open the Citrix connection manger to see what Citrix server you're connected to?

        1. If not correct, look at the pubLauncherSF.exe settings.

  • Was Citrix installed or reinstalled after installing the plugin?

    1. If yes, then use the instructions in the known issues section on how to reapply the virtual channel settings.

  • Hyperspace 2017

    1. Is a login device configuration being used?

      1. If yes, is the login device being loaded?

        1. Turn on Epic logging and look for a line that looks like the following in the log file:

          • EDAuthentication.BridgeAuthenticate: Looking at 10002: HCILoginDevice.ProxCard2

          • If this type of line is not present, Hyperspace is not loading our login device.

          • Check that the workstation that you are connecting from is configured to use the Primary Authentication Device.

      2. If hciepicsessionmgr.exe is not being started when the Hyperspace process is started?

        1. Test on the Citrix server using task manager to see if hciepicsessionmgr.exe is started. It should start and close. If it doesn’t, then TFA_AIE=1 setting was not applied at install.

          Note

          This is not supported in 2018.

  • Hyperspace 2018

    1. When Hyperspace is started, is a log file created in the following location and format? C:\Temp\Logs\${CLIENTNAME}_${USER NAME}_log.txt

      1. If no log file has been created, this indicates that Hyperspace has not been configured correctly to load the plugin.

      2. To debug, you will need to enable Hyperspace logging. This will require help from your Epic TS to enable logging and decrypt the log file.

      3. After generating a log file and decrypting it, search the log file for the following to see if Hyperspace is loading the plugin:

        1. If text EDAuthentication.Initialize -- Device List and HCILoginDeviceNET.ProxCard are on the same line, this shows that the plugin was an available device.

        2. If text EDAuthentication.BridgeAuthenticate -- Looking at and HCILoginDeviceNET.ProxCard is on the same line, this shows that the plugin was called.

      4. If you don't see any of the above text in the log file, the Prog ID has not been configured correctly in the authentication device's E0G record.

      5. If you only see the first set of text, the workstation login context has not been configured correctly in Hyperspace Authentication Administration.

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