Below you will find basic steps what you can do in terms of troubleshooting the TrueDEM Agent and/or the TrueDEM Manager.

Restarting the OS

In many cases, a restart of the OS helps in resolving issues. So this should always be the first option before continuing with other items below

TrueDEM Manager - Logs

The TrueDEM manager is reponsible to deploy the Agent and to get the latest update for the Agent itself. If you notice that End Users are not on the latest version the Agent, then the following Log can help you.
You can find logs from the TrueDEM Manager here: %localappdata%\panagenda\TrueDEM Manager\Logs

OfficeExpert EPM Agent - Logs

The Agent itself is the core application. If  Depending which Agent you use (EU or US) the path differs

US
%localappdata%\Packages\PerfraxInc.OfficeExpertEPMUS_3z4kejx6m272y\LocalCache\Logs

EU
%localappdata%\Packages\PerfraxInc.OfficeExpertEPMEU_3z4kejx6m272y\LocalCache\Logs

Does the Agent transmits data ?

In case you want to check if the Agent for a user transmits data, you can do the following

• Open the OfficeExpert EPM Agent
• Click on Settings and enable the Debugging View  (NOT the Debugging Mode!)
  

• Click in the Menu on Debugging and check the Scan Date, Transmit Date and Pending scans information
  • if you see an old date or a number of pending scans then this indicates that not all data has been transmitted successfully → read "How to trigger a manual Scan"

Does the Agent reach the Service?

Use the following two URL's to check if the Agent (client) can reach the TrueDEM SaaS. In case of an unsuccessful message, please check your network connectivity/firewall settings.

US: https://na.epmapi.com/api/echo
EU: https://eu.epmapi.com/api/echo

How to trigger a manual Scan?

In rare cases it can happen that no client data is being transmitted. You can perform the following to trigger them manually:

• Open the OfficeExpert EPM Agent

• Click on Settings and enable the Debugging View  (NOT the Debugging Mode!)
• Click in the Menu on Debugging and check the Scan Date, Transmit Date and Pending scans information

• Click on Scan All configurations (right bottom corner)  and wait few moments .  If this doesn't improve the situation continue with step → "Uninstall the Agent and pull it again"

Are Background Tasks running?

Background tasks are required and essential for TrueDEM. If no data is being sent to the portal, you should need to check if Background tasks are still running on the Client.

• on the affected Client, opene a PowerShell as an Admin
• for US, execute the following cmdlet:
  • Get-AppBackgroundTask -PackageFamilyName PerfraxInc.OfficeExpertEPMUS_3z4kejx6m272y
• for EU, execute the following cmdlet:
  • Get-AppBackgroundTask -PackageFamilyName PerfraxInc.OfficeExpertEPMEU_3z4kejx6m272y

The result is something like this:

If the list is empty, please open the TrueDEM App manually (this recreates the background tasks) and execute the powershell cmdlet again

Uninstall the Agent and pull it again

• Search for the Agent and click on Uninstall

• Wait 2-3 minutes
• Start C:\Program Files\panagenda\TrueDEM Manager\TrueDEM Manager.exe
  • This will trigger the pull request and installs the Agent again
  • Whenever done, you you will a splashscreen for seconds (will be closed automatically)
  • You can follow the process in the corresponding Log file: %localappdata%\panagenda\TrueDEM Manager\Logs
• Wait for ~20min and check the TrueDEM Portal if new data is visibile now

Manager is installed but Agent Installation is failing - 0x80D03002

For that scenario you pretty much see an error code 0x80D03002  in the TrueDEM Manager Logs. This Error code indicates that the download mode  is causing the issue.

Best practice is to keep the default value for DODownloadMode  to 1 . See reference: https://learn.microsoft.com/en-us/windows/deployment/do/waas-delivery-optimization-reference#download-mode

Please adjust the regkey/group policy: HKEY_LOCAL_MACHINE\SOFTWARE\POLICIES\MICROSOFT\WINDOWS\DeliveryOptimization

Manager is installed but Agent Installation is failing - 0x80070005

The TrueDEM Manager logs are indicating this: Deployment failed with HRESULT: 0x80070005, Access is denied.

This error code is a generic one and be everything related to the windows update process. However it is very likely that you have a Group Policy in place which prevents non-admin users to installe packaged Windows Apps.

Please check/set the following gpo setting:

"Prevent non-admin users from installing packaged Windows apps"  >>> Disabled or Not configed

Please also check if the underlying registry key is not set

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Appx   - BlockNonAdminUserInstall –  Value: 0

EventViewer "hints"

The EventViewer provides further useful hints when it comes to Store Installation/Update issues. These are the following entries underneath of \Application and Services Logs\Microsoft\Windows\Appx*