Wayk den does not have a green light

Hello

There's not a separate service component on macOS, everything is contained within a single executable in the WaykNow.app bundle. Restarting the application would be the equivalent.

I'm afraid I'm not familiar with the specifics of MDM - if I remember correctly, you use Mosyle? I will ask internally, but if it helps, the application bundle identifier is WaykNow.Mac.

The Wayk Den status should be green and there is no service disruption currently reported. If you can enable logging (under Preferences > Advanced > Logging Level, set to "Debug" and then relaunch the application) and share the log file (by attachment here or in a PM, or to support@devolutions.net) from ~/Library/Application Support/Wayk/logs/WaykNow.log, we will be able to offer some further diagnosis.

Thanks and kind regards,

Thanks - you are correct we do use Mosyle.
Its easier said then done, as our entire state is under shelter in place and the user has restarted the device several times, we even removed it and reinstalled Wayk via the MDM. So we know its connected to the internet. We just cant connect. Due to student restrictions they have limited ability and no ability to add any software we do not make available via the MDM.

Any thoughts?

Hello again

It is the remote machine that shows an orange light for Wayk Den connectivity?

Thanks and kind regards,

Correct

Hello again

Does the user have access in the "~/Library/Application Support" directory? If they can enable logging via the Wayk Now UI and supply that file, it should be helpful. If they don't have the ability to access or write to that directory, then that might be a possible explanation of the issue...

Note that the connection to Wayk Den uses secure websockets - basically https. I would be really surprised if it was a network issue, given that you've shown internet connectivity generally works (unless something is specifically whitelisting domains or IP addresses).

Thanks and kind regards,

Hello again

A proxy could also interfere with Wayk Den connectivity - is a proxy configured? If so do you know the details?

Thanks and kind regards,

We use LightSpeed Relay as in internet content filter. Its not a proxy but my 450 other devices do not have this issue.

I did just ask them to do this:
Open Wayk Now

From the Menu Bar click Wayk Now then Preferences


Go to Connectivity options
And make sure both boxes have a check. Click OK to save


Reboot Mac Book
Remove the CHECK from the box for “Reopen windows when logging back in”

Hello again

The "relay server" option will likely not help here; it is used to relay traffic and can work around network routing issues, but the connection must first be negotiated via Wayk Den. If Wayk Den is not available, the connection cannot be negotiated.

If your user can enable that setting, they should have the privilege to enable logging as in my earlier post, and you could ask them to provide the diagnostic information.

Thanks and kind regards,

What level should it be set on: Trace, Debug Error, etc..

Hello again,

Debug is appropriate.

Thanks and kind regards,

Hello again

We took a look at the product pages for Lightspeed and notice SSL Decryption as a use-case. This is definitely the kind of thing that can potentially break connectivity to Wayk Den. When you mention your 450 other devices - they are also running Wayk Now and Lightspeed together?

Thanks and kind regards,

Yes all are the same config, including mine