VMware AirWatch Advanced Remote

Management Guide
Installing, configuring, and using the Remote Management Service
v4.2
AirWatch v9.2

Have documentation feedback? Submit a Documentation Feedback support ticket using the Support Wizard on
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Copyright © 2018 VMware, Inc. All rights reserved. This product is protected by copyright and intellectual property laws in the United States and other countries as well as by
international treaties. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware is a registered trademark or trademark of VMware, Inc. in the United States and other jurisdictions. All other marks and names mentioned herein may be trademarks of their
respective companies.

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Table of Contents
Chapter 1: Overview 4
Introduction to Advanced Remote Management 5
Advanced Remote Management Components 5
Typical Deployment 7
Security Zones and Ports 8
Advanced Remote Management Supported Platforms 9
Advanced Remote Management Requirements 9
Upgrade to a New Version 14

Chapter 2: Load Balancer Integration 15

Load Balancer Overview 16
Integrate a Load Balancer to Your Deployment 16
Multi-Node Options Summary 16

Chapter 3: Install and Configure Advanced Remote Management 17

Advanced Remote Management Installation Overview 18
Generate the Advanced Remote Management Certificates 18
Configure the Advanced Remote Management Installer 19
Install PowerShell Scripts 21
Install the Advanced Remote Management Server Components 22
Import Device Profiles with the Resource Pack Utility 24
Configure the AirWatch Console 25
Configure End User Devices 25

Chapter 4: Using Advanced Remote Management 26

Start an Advanced Remote Management Connection 27
Advanced Remote Management Client Tools 27
Display Capture (Remote Control) 28
Manage Files 30
Command Line Interface 31

Chapter 5: Troubleshoot Advanced Remote Management 33

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 Troubleshooting, Generate Certificates 34
Troubleshooting, Remote Management Not Available - Device Registration Issues 34
Troubleshooting, Issues Connecting to Devices 35
Troubleshooting, Modify Database Record for Multi-Node Configuration 36
Create the Remote Management CN from the AirWatch Database 36

Accessing Other Documents 38

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Chapter 1:
Overview
Introduction to Advanced Remote Management 5
Advanced Remote Management Components 5
Typical Deployment 7
Security Zones and Ports 8
Advanced Remote Management Supported Platforms 9
Advanced Remote Management Requirements 9
Upgrade to a New Version 14

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 Chapter 1: Overview

Introduction to Advanced Remote Management

Advanced Remote Management (ARM) allows you to connect to end-user devices remotely to aid in troubleshooting and
maintenance. ARM is a premium upgrade that uses a new remote management client with enhanced functionality.
The Remote Management client also has additional support tools and device information available. The combination of
remote control and information allows you to troubleshoot any issues on devices quickly and accurately.
Advanced Remote Management is already configured for SaaS customers who have purchased the upgrade.
ARM requires devices to have the AirWatch Agent and the Remote Management client installed.

Advanced Remote Management Components

Advanced Remote Management (ARM) uses multiple components to facilitate the communication between admins and
end-user devices.
The core components are as follows.

Database
The database handles system and tenant configuration, operations, and logging such as the accrual of historical device
enrollment data.

Core Services
The Core Services component provides service discovery and auxiliary services for the ARM solution through Web
services and Windows services. These services include the following.
l Management Entity (ME) – Windows service that provides an in-memory datastore for admin and management Web service, which provides
the operational end point to the system.

l AetherPal Tool Controller Service (ACS) – Acts as a gateway service that maintains a consistent socket connection between the Admin Web
Portal and the Connection Proctor. It is instrumental in supporting HTML5 Web portal.

l Service Coordinator (SVC) – This Windows service is responsible for coordinating communication between various elements within the
system. It provides the communication to the database and is responsible for the discovery of all other Remote Management Tool services.
All ARM Tool services register with this service. Service coordinator service is installed on an Application (App) Server.

l Data Tier Proxy (DTP) – This Windows service works with the Service Coordinator. It serves as the gateway for all services to reach the
Service Coordinator service to communicate with Remote Management Tool databases. Data Tier Proxy service is installed on the App Server.

l Data Access Proxy (DAP) – This Web service is responsible for a proper communication of all Web services. It serves a similar purpose as the
Data Tier Proxy service and is installed on the App server.

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 Chapter 1: Overview

Portal Services
The Portal Services component handles the administrative and management services for ARM. The Management
Website is installed as part of the portal services component and consists of the following.
l Anchor Web Service – provides a single point of entry for all devices for enrollment and authentication services during a session. The Anchor
service comprises of the following components.
o Device Registration: Before enrollment, devices are required to register themselves with this service.

o Device Enrollment: Enrolls registered devices with the system.

o Software Update: Devices connect to this service to request client updates. If an update is available, the service provides the appropriate
client download link. This component also manages various client packages in the system.

o Device Management: When the enrolled device detects a change, this service provides an interface with which to update its parameters
in the ARM Tool such as MDN.

o Admin Anchor: Provides the administration component for the Anchor service.

T10 Interface
The T10 interface is the part of the Management website under Portal Services that defines an integration portal between
AirWatch and the ARM server.
The T10 interface uses Representational State Transfer (REST) communication with a JavaScript Object Notation (JSON)
payload. The T10 interface allows AirWatch to make a mobile device eligibility call.
The T10 interface can also start a remote support session using the ARM tool and delete the device from the ARM
system.

Application Services
Messaging Entity (MSG) is a core Windows service that provides the means for the ARM tool to send out SMS messages
to the device via API or direct communication with a messaging gateway, such as Google Cloud Messaging (GCM), or any
proprietary SMSC aggregator.

Connection Proctor
The Connection Proctor component uses the Windows Connection Proctor service to manage device connections to the
ARM server. The component also simultaneously handles multiple requests for sessions.

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 Chapter 1: Overview

Typical Deployment
Most users typically deploy the Advanced Remote Management (ARM) server in an enterprise network to facilitate the
communication between the various components.

Without Load Balancer

This sample diagram is a typical deployment without the use of a load balancer.

1. Queue RM Command 6. Request Remote Management Session URL

2. Queuing Command to Connect to RMS 7. Admin Joins Remote Management Session
3. Confirm Command 8. Device Joins Remote Management Session
4. Create Remote Management Session 9. Send Commands/Get Frames

5. Send Session URL

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 Chapter 1: Overview

With Load Balancer

This sample diagram is a typical deployment that includes a load balancer. For more information, see Load Balancer
Overview on page 16.

Security Zones and Ports

Security Zones: Private vs. Public
The Advanced Remote Management (ARM) system is deployed over a single server and there are two zones, Public/DMZ
and Private/Admin. Public zone components include Admin and Anchor Services and Connection Proctor while Private
zone components include Database and Data Services.
Security zones should be separated by hardware and/or software firewalls only allowing specific traffic on specific ports in
the prescribed direction.
In a multiple server environment, the servers hosting the components within the private zone will be on their own LAN
segment or VLAN without access to the outside world. Ports between servers within the private zone should be opened
per firewall rules, defined in the next section.

Internal Ports
The chart below summarizes what ports are utilized by which services.
Port # Incoming Components/Services Outgoing Components/Services
53/389/636 Active Directory (AD) Data Tier Proxy (DTP)
Directory Services (DS) Service Coordinator (SVC)
Domain Name Service (DNS) Aetherpal Tool Controller (ACS)
80 or 8080 Management Services Data Access Proxy (DAP)
(depending upon your (configurable) Management Entity (ME)
configuration)

1433 Database Server (DB) Admin/Anchor (ADM/ANC)

8865 Data Tier Proxy (DTP) Admin/Anchor (ADM/ANC)
Management Entity (ME)
Connection proctor (CP)
Service Coordinator (SVC)
AetherPal Tool Controller (ACS)
8866 Messaging Entity (MSG) Admin/Anchor (ADM/ANC)
8867 Data Access Proxy (DAP) Data Tier Proxy (DTP)
8870 Service Coordinator (SVC) Admin/Anchor (ADM/ANC)
Management Entity (ME)
Connection Proctor (CP)
12780 Connection Procter (CP) Management Entity (ME)

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 Chapter 1: Overview

Public Ports
Incoming web traffic for Admin/Anchor and the Connection Proctor require that the following ports be open.
443 – Admin/Anchor (ADM/ANC)
8446 – Connection Proctor (CP)

Note: If devices and the CP server are located internally and can access these services, then these ports do not need
to be publicly available.

Advanced Remote Management Supported Platforms

Advanced Remote Management (ARM) supports Windows Rugged and Android devices running the proper AirWatch
Agent and Remote Management service.
ARM supports the following platforms.
l Windows Mobile/CE running .NET 2.0+ with the AirWatch Agent v6.0.40 installed.

l Android devices with the AirWatch Agent v7.0 and greater installed.
You must also download the required Advanced Remote Management CAB or APK from Accessing Other Documents on
page 38.

Advanced Remote Management Requirements

You must meet the listed requirements before using Advanced Remote Management (ARM).

General Requirements
For SaaS customers, the general requirements are the only requirements that must be met.
Requirements Minimum
Supported Latest version of Google Chrome, Safari, Internet Explorer, or Edge.
Browsers
AirWatch version AirWatch v9.0.2+ with the AirWatch Rugged EMM Bundle.
Ensure that your version of AirWatch includes these features by contacting your account
representative.

Active Directory Requirements

ARM requires specific Active Directory users and groups.
Requirement Description
AD Group Create an Active Directory group.

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 Chapter 1: Overview

Requirement Description
Portal Admin User Create a user with the following settings.
l First name: Portal.

l Last name: Admin.

l Full name: PortalAdmin.

l User login name: PortalAdmin.

l Create a password that the user cannot change and which does not
expire.

l Add this user to the previously created AD Group.

Hardware Requirements

Hardware Minimum
Remote Management Server
CPUs 2.4 GHz Processors, 4 Logical Processors,
2 CPU 2 Core 2x2 or 4 Physical depending on machine type
VM vs Physical.
Memory 16 GB
Hard Drive IOPS 15,000 SAS minimum
Hard Drive Space 100 GB for OS drive
Remote Management Database Server
CPUs 2.4 GHz Processors, 4 Logical Processors,
2 CPU 2 Core 2x2 or 4 Physical depending on machine type
VM vs Physical.
Memory 16 GB
Hard Drive IOPS 15,000 SAS minimum
Hard Drive Space 200 GB for databases
200 GB for backups and logs
Remote Device Maximum
Given a single server deployment with the above minimum specifications, the maximum number of concurrent remote
device sessions is 250.

Software Requirements
Ensure that you meet the following on-premises installation requirements.

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 Chapter 1: Overview

Requirements
Remote Management Server
Operating Microsoft Windows Server 2012 R2. Windows Server 2016 is not supported.
System
Software Microsoft .NET Framework 4.6.2
Microsoft Report Viewer 2010 Redistributable Package.

Multi-Node Configuration: the Microsoft Report Viewer 2010 Redistributable Package must be
installed where Portal Services are installed.

Server Roles l Application Server.

l Web Server IIS.

Features l .NET Framework 3.5 Features.
o .NET Framework 3.5 (includes .NET 2.0 and 3.0).
o HTTP Activation.
o Non-HTTP Activation.
o IIS Management Console.

l .NET Framework 4.5 Features.

o .NET Framework 4.5.
o ASP .NET 4.5.
o WCF Services.
n HTTP Activation.

n Message Queuing (MSMQ) Activation.

n Named Pipe Activation.

n TCP Activation.

n TCP Port Sharing.

l Message Queuing Services.

l Windows Process Activation Service.

o Process Model.
o .NET Environment 3.5.
o Configuration APIs.

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 Chapter 1: Overview

Requirements
Remote Management Database
Operating l Microsoft Windows Server 2012 R2. Windows Server 2016 is not supported.
System
l MS SQL Server 2012 Standard, or
MS SQL Server 2014 Standard, or
MS SQL Server 2014 Enterprise.
MS SQL Server 2016 is not supported.

l MS SQL Management Studio 2012.

l Microsoft .Net Framework 4.6.2.

l Microsoft SQL Server Management Objects (SMO) DLL.

Server Roles l Sysadmin

l Bulkadmin.

l Dbcreator.
User l Dbowner.
Mapping
l Dbbackupoperator.

l SQLAgent dependent.

l serverGroup dependent.

Network Requirements

Source Component Destination Component Protocol Port

AirWatch Console ARM Server TCP 443
End-User Devices ARM Server TCP 443, 8446
Console User ARM Server TCP 443
Remote Management Server ARM Database TCP 1433
Remote Management Server Active Directory TCP 53, 389, 636
Remote Management Server ARM Server TCP 80, 636, 8865,
Note: these ports are internal and within the RMS for 8866, 8867,
service-to-service communication. 8870, 12780

Multi-Node Configuration: Install the

Connection Proctor component on a sever
separate from the server hosting the other
components.

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 Chapter 1: Overview

Domain Name Service

The ARM server requires a forward lookup zone and three DNS records within the forward lookup zone. These records
enable devices to communicate properly with the components within the ARM server. The forward lookup zone, the
host record, and service records all must point to the ARM server.
Requirement Description
Forward Lookup Zone Create a forward lookup zone that points to your ARM server.
The forward lookup zone must be named.

controlplane.aetherpal.internal

Host Record The host record must be named the following.

admin.

l If the ARM Server is behind a load balancer, then the host record must point to the
internal Virtual IP (VIP) for the load balanced pool.

l If the ARM server is not behind a load balancer, then the host record must point to the
ARM Server IP address.
Service Coordinator l Record type: SRV. l Priority: 0
Service Records
l Domain: l Weight: 0
controlplane.aetherpal.internal
l Port number: 8870
l Service: _svc.
l Host Offering this service:
l Protocol: _tcp. admin.controlplane.aetherpal.internal

Data Tier Proxy Service l Record type: SRV. l Priority: 0.

Record
l Domain: l Weight: 0.
controlplane.aetherpal.internal
l Port number: 8865.
l Service: _dtp.
l Host Offering this service:
l Protocol: _tcp. admin.controlplane.aetherpal.internal

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 Chapter 1: Overview

Upgrade to a New Version

Upgrading to a new version of Advanced Remote Management (ARM) is simple. Take the following steps to install a new
version of ARM on top of an existing, older version.
1. To ensure you do not run the old installer file in error, replace the previous version of the installer with the new
version in the same folder. All certificates and the install.config file remain the same.

2. Run the new installer. The installer prompts you to remove the currently-installed components, excluding the
database.

3. Agree to allow the installer to remove the installed components. Once complete, the installer prompts you to install
new versions of the same components.

4. Agree to this and let the installer run its course.

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Chapter 2:
Load Balancer Integration
Load Balancer Overview 16
Integrate a Load Balancer to Your Deployment 16
Multi-Node Options Summary 16

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 Chapter 2: Load Balancer Integration

Load Balancer Overview

A load balancer improves the workload distribution across multiple server resources and is valuable in high capacity, high
availability environments.

Integrate a Load Balancer to Your Deployment

You can integrate a load balancer into a new or existing Advanced Remote Management (ARM) configuration, provided
you have implemented all the multi-node options during server and database installation.
1. Modify each [FQDN] record in the [ApAdmin].[dbo].[Server] table in the database to point to the
"admin.controlplane.aetherpal.internal" IP instead of the external VIP. For more information, see Troubleshooting,
Modify Database Record for Multi-Node Configuration on page 36.

For a summarized list of required options for multi-node implementation, see Multi-Node Options Summary on page 16.

Multi-Node Options Summary

You can configure your Advanced Remote Management (ARM) deployment with a multi-node solution integrating a load
balancer. The only way this option can be utilized is if you have implemented the following options during server and
database installation. For more information, see Advanced Remote Management Installation Overview on page 18.
l Add port 80 or 8080 (depending upon your configuration) to the Internal Ports listing. For more information, see
Security Zones and Ports on page 8.

l The Host Record for the Domain Name Service must point to the internal virtual IP (VIP) for the load balanced pool.
For more information, see the Domain Name Service table in Advanced Remote Management Requirements on page
9.

l Modify each [FQDN] record in the [ApAdmin].[dbo].[Server] table in the database to point to the
"admin.controlplane.aetherpal.internal" IP instead of the external VIP.

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Chapter 3:
Install and Configure Advanced Remote
Management
Advanced Remote Management Installation Overview 18
Generate the Advanced Remote Management Certificates 18
Configure the Advanced Remote Management Installer 19
Install PowerShell Scripts 21
Install the Advanced Remote Management Server
Components 22
Import Device Profiles with the Resource Pack Utility 24
Configure the AirWatch Console 25
Configure End User Devices 25

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 Chapter 3: Install and Configure Advanced Remote Management

Advanced Remote Management Installation Overview

On-premises customers must run the Advanced Remote Management (ARM) installer on a server. SaaS customers do
not need to install an ARM server. There are three major steps to installing Advanced Remote Management.
1. The Generate Certificates step creates the root and intermediate certificate chain needed by the installer.

2. The Configure step creates an install.config file which contains the configuration settings for the different
components of the Advanced Remote Management server.

3. The Install step uses that install.config file to install the components onto the server.

Generate the Advanced Remote Management Certificates

As part of deploying the Advanced Remote Management (ARM) server, generate the root and intermediate certificates
used during installation.
1. Download the installer package, titled VMware AirWatch Remote Management Installer, from MyAirWatch.

2. Extract all contents from the installer package ZIP file into c:\temp of the ARM server. Do not move the files around
inside the temp folder as the installer needs all the files in their extracted locations. Do not rename or move the temp
folder.

3. Run the Remote Management Certificate Generator which is included in the installer package.
l Be certain to use the correct version of the tool according to the version of AirWatch you are using.
AirWatch Version Certificate Generator Tool Version
Pre 9.2 RemoteManagementCertificateGenerator_Before_9_2
9.2 and after RemoteManagementCertificateGenerator_9_2

l This tool must be run on a machine with the same locale settings as the database server to ensure the same date
format is set in the SQL script.

l You must run this certificate generator as an Administrator.

4. In the AirWatch Console, switch to your primary organization group.

l The organization group you choose must be of a 'customer' type. For more information about organization
groups, see Organization Group Type Functions from the VMware AirWatch Mobile Device Management
Guide.

5. Navigate to Groups & Settings > All Settings > System > Advanced > Site URLs, scroll down to the External Remote
Management section, and copy the string in the Remote Management CN field.
l If the Remote Management CN field has a null value, then you must manually Create the Remote Management
CN from the AirWatch Database on page 36.

6. Set the following values.

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 Chapter 3: Install and Configure Advanced Remote Management

Setting Value
Certificate Type Remote Management.
Deployment On-premises.
Certificate Common Name Paste the Remote Management CN copied from step 5 above.

7. Select Generate Certificate.

8. Set Password for the certificates when prompted. Store this password for future use.

9. Navigate to the folder holding the Remote Management Certificate Generator.

a. Find the generated certificates file in the Artifacts\private folder called root_intermediate_chain.p7b.

b. Copy this file to the c:\temp\certs folder on the Remote Management Server. This is the T10 Certificate which is
needed later.
l The T10 interface certificate contains two major certificates that enable AirWatch to communicate with the T10 portal.
These are the AirWatch portal Root and Intermediate certificates in a p7b file.

10. In the Artifacts folder, find the "Certificate Seed Script.sql". Run this script against the AirWatch Database to seed the
generated certificates into the AirWatch database.
l If you receive the error message "The conversion of a varchar data type to a datetime data type resulted in an
out-of-range value." then see Troubleshooting, Generate Certificates on page 34.
Next, proceed to Configure the Advanced Remote Management Installer.

Configure the Advanced Remote Management Installer

The Advanced Remote Management (ARM) installer requires configuring the settings before starting installation. This
configuration is made up of two phases.
l Phase one is the creation of a config file that the installer requires. You can use this file to install multiple servers.

l Phase two is comprised of running PowerShell scripts that are included with the installer package.
Configure the ARM Installer Phase One, make the config file.
1. Install the SSL certificate onto the Personal Certificate Store on the RM server.
The SSL certificate secures HTTPS binding for the management website for port 443 and allows a secure connection. This secure
connection is between the admin and Web services. Also, the SSL certificate secures the connection to the Connection Proctor
on port 8446. You must provide the SSL certificate as a wildcard or SAN certificate.

2. Start the Remote Management installer from the c:\temp folder on the RM server.

3. Select Next.

4. Select Configure to configure the server settings before installation.

5. Enter the Database credentials.

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Setting Description
Database Server Enter the server hostname, IP address, or loopback address (as it is a single server).
Name
DB Owner user Enter the user name of the internal ARM Database user that the installation automatically
name creates in the database.
DB Application user Enter the user name of the internal ARM Database user that the installation automatically
name creates in the database.

6. (Optional) Select the Advanced button to configure the Port, LDF, MDF, and NDF paths for the database. Ensure that
your Windows account has full access to these folders.

7. Select Next.

8. Configure the Portal Server settings.

Setting Description
Webserver
IP Address Enter the IP address for the webserver.
Port Enter the port. The default is 80.
Select Check to validate the port.
If your IIS Default Website is bound to port 80, then you must either delete the Default Website or
use a different port. The suggested replacement is port 8080.
Enable This setting is required. The port defaults to 443.
HTTPS
Binding
Active Directory
Domain Enter your Active Directory domain name.
Name
Group Enter the Active Directory group created for remote management.
User name Enter the Active Directory user name created for remote management.
Enrollment Certificate
Enrollment Select the ... Button to browse for the EnrollmentCertificate.pfx file, which can be found in the installer
Certificate package in the c:\temp folder.
When you select the certificate, the installer asks for the certificate password which is also included in
the installer package in the Password.txt file.

Note: The enrollment certificate is an SSL certificate that enables remote management devices to
enroll or register with the ARM server. The enrollment certificate also secures the connection to
the server.

Select Next.

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 Chapter 3: Install and Configure Advanced Remote Management

9. Configure the App Service settings.

Setting Description
Enable T10 Service Select to enable the T10 service.
T10 Certificate Select the ... button, navigate to the c:\temp\certs folder, and select root_
intermediate_chain.p7b.
Auto generate a user in Enable the option to automatically generate a T10 user. If you manually generate a
Local Users and Groups T10 user, you must enter the user name in the provided field.

10. Select Finish.

After selecting Finish, the installer creates the install.config file. This file contains all the configuration settings for the ARM
installer. When installing on multiple ARM servers, you need to follow this task only once, then export the resulting
config file to the other servers.
Next, proceed to Phase Two, Install PowerShell Scripts.

Install PowerShell Scripts

Once you have completed phase one, phase two of configuring the installer involves running PowerShell scripts designed
to streamline the Advanced Remote Management server installation. These scripts gather information and create
settings on the server.

Take the following steps before running the PowerShell scripts.

1. Log in to the Advanced Remote Management Server as an Administrator.

2. Disable User Access Control (UAC).

3. Install Microsoft .NET Framework 4.6.2.

4. PowerShell commands must be run within an Administrator PowerShell window.

The following PowerShell script files are included in the installer package.
l Enable Permissions

l Install AD/DNS Features (only needed if external AD/DNS is not available)

l Install Windows Features

l Create AD Objects

l Create controlplane Forward Lookup Zone

Next, proceed to Install the Advanced Remote Management Server Components.

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 Chapter 3: Install and Configure Advanced Remote Management

Install the Advanced Remote Management Server Components

After running the Configure portion of the Advanced Remote Management (ARM) installer, run the Install portion to
install the components.
1. Select Install to install the server components after the configuration has completed.

2. Select all components to install on the server.

l Database
o The database component is installed remotely based upon the hostname and credentials previously configured in Step
5 of the Configure the ARM Installer task.

l Core Services

l Portal Services

l Application Services

l Connection Proctor

3. Select Next.

4. Configure the Database Credentials settings.

Setting Description
SQL Database
Server Name Enter the Database server hostname.
Authentication Select the database account authentication. The authentication can be either Windows
Authentication or SQL Authentication.
User name Enter the user name of the database account. This user name is used by the installer to
automatically create all the databases required to install Remote Management.
Password Enter the password of the database account.
Application Access
Database Set the password for the ARM database owner SQL account. This account does not have system-
Owner wide permissions. The account only has permissions within the ARM databases.
Password
Database User Set the password for the ARM database user SQL account. This account does not have system-
Password wide permissions. The account only has permissions within the ARM databases.

5. Select Next.

6. Configure the Authentication Credentials.

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Setting Description
Enrollment Certificate Details
Enrollment Certificate Enter the password for the enrollment certificate added during the Configuration
Password portion.
Active Directory Authentication
User name Enter the Active Directory user name.
Password Enter the Active Directory password.

7. Select Next.

8. Configure the Portal Credentials.

Setting Description
SSL Select the ... button to browse for the SSL Certificate installed before starting the Configuration
Certificate portion.
SAN (subject alternative name) certificates are supported. The implementation of SAN certificates
depends upon your server arrangement.
l Single Node – The SAN certificate must define the FQDN for each public facing server/SSL
termination point that hosts the solution.

l Multi-Node – The SAN certificate must have an FQDN defined for each connection proctor server
and advanced remote management server.
o For example, presume you have 2 connection proctor servers and 2 advanced remote
management servers. The 2 ARM servers host portal services, which need TLS/SSL traffic
terminated at the load balancer. The FQDN for the SAN certificate must reflect the fully
qualified domain name, for instance, "rmstage01.awmdm.com".
o Meanwhile, for each of the 2 CP servers, TLS/SSL traffic terminates at the connection proctor,
and therefore, you must have 2 FQDNs defined in the SAN certificate, for instance,
"rmstage01.awmdm.com' and "rmstage02.awmdm.com'.

9. Select Next.

10. Configure the Connection Proctor Credentials.

Setting Description
CP Binding This setting is auto-populated.
(Local)
Port This setting is a verification which you can use to check for port 8446.
CP FQDN Enter the server fully qualified domain name. For example, "rmstage01.awmdm.com"
Port Enter the actual port number used for the Connection Proctor component. Consider using
8446.

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 Chapter 3: Install and Configure Advanced Remote Management

Setting Description
CP certificate Select the ... button to browse for the SSL Certificate installed before starting the Configuration
portion.
This certificate is the same one used on the Authentication Credentials screen in the previous
step.

11. Select Next.

12. Select OK to confirm that you have opened the firewall ports.

13. After installation completes, select Close.

Next, proceed to Import Device Profiles with the Resource Pack Utility.

Import Device Profiles with the Resource Pack Utility

Once you have completed the installation of the server components, you must import device profiles by running the
resource pack utility on the Advanced Remote Management (ARM) server.
To begin importing device profiles, take the following steps.
1. Once you have completed installation of the ARM components, the Resource Pack Utility automatically opens.

2. Complete the Authentication screen.

Setting Description
Target Tenant Enter the tenant URL for the customer environment. For example,
Url: https://rmstage01.awmdm.com.
Username Enter the username credentials. The default username is admin.
Password Enter the password credentials. The default password is admin.
Admin URL: Enter the Admin URL: http://admin.controlplane.aetherpal.internal:80
Ensure to specify the port number. The default port is 80. If port 80 is in use, then use port
8080.

3. Select Next.

4. If you have not reset the default password on the admin web portal, the Resource Pack prompts you to reset the
password. After completing the password fields, select Update Password. Ensure you store the password for future
use.

5. Complete the Resource Import screen.

Select individual device profiles that you want to import. Alternatively, you may select the ‘Select All’ checkbox
located above the listing. This selects all device profiles in the entire list.

6. Once you have finished selecting device profiles, select the Import button. The right panel displays the ARM server
confirmation messages as it progresses through the importation of all the selected device profiles.

7. Once the import process is complete, select Exit.

Next, proceed to Configure the AirWatch Console.

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 Chapter 3: Install and Configure Advanced Remote Management

Configure the AirWatch Console

After installing the Advanced Remote Management (ARM) server and all its components, configure the AirWatch Console
to communicate with the ARM server.
To configure the AirWatch Console.
1. In the AirWatch Console, ensure that you are in the Global OG.

2. Navigate to Settings > System > Advanced > Site URLs > External Remote Management.

3. Complete the ARM settings.

Settings Description
Console Connection Hostname Enter the ARM server fully qualified domain name (FQDN) plus "/t10"
For example:

https://rmstage01.awmdm.com/t10

Device Connection Name Enter the ARM server fully qualified domain name (FQDN).
For example:

https://rmstage01.awmdm.com

4. Select Save.
The ARM server is now ready to handle remote management sessions with end-user devices. Next, proceed to Configure
End User Devices.

Configure End User Devices

Now that the servers have been installed and configured you must install the platform specific agents on the devices so
that they may be remotely managed.
1. Visit the MyAirWatch page that lists all the device agents
(https://resources.air-watch.com/software/device-agents?sort=newest).

2. Identify and download platform specific Remote Management agents that are applicable to your deployment.

3. You can push these apps to devices as an internal app through the App Management function in AirWatch or you
can utilize Product Provisioning.
For more information about App Management, see the VMware AirWatch Mobile Application Management
Guide.
For more information about Product Provisioning, see the VMware AirWatch Product Provisioning for Android
Guide and VMware AirWatch Product Provisioning for Windows Rugged Guide.
All of these guides and more can be found through Accessing Other Documents on page 38.
You are now ready to manage devices remotely. Next, proceed to Start an Advanced Remote Management Connection.

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Chapter 4:
Using Advanced Remote Management
Start an Advanced Remote Management Connection 27
Advanced Remote Management Client Tools 27
Display Capture (Remote Control) 28
Manage Files 30
Command Line Interface 31

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 Chapter 4: Using Advanced Remote Management

Start an Advanced Remote Management Connection

Connect to devices for troubleshooting and maintenance using the Advanced Remote Management (ARM) connection
tool. This tool starts a remote management session and controls the connection to the remote device.
To start an ARM connection.
1. Navigate to Devices > List View and select the friendly name of the device you want to create a remote connection
with. This displays the Details View for the selected device.

2. Select the More Actions drop-down menu and select Remote Management.

3. In the Remote Support window, select Launch Session after the connection process completes.

4. The console displays a 4-digit PIN which you must direct the customer to enter into their device. This action provides
customer authorization to remotely manage their device.
Once the connection is made, the remote management client opens and the device is ready for use.

5. There are three supported remote client tools at your disposal.

a. Display Capture – View a remote device's screens, create shortcuts, and diagnose device issues.

b. Manage Files – Access the file system of the remote device.

c. Command Line (Android Only) – Send commands to the remote device using the Command Line Interface (CLI).

Advanced Remote Management Client Tools

The Advanced Remote Management (ARM) client provides support tools to facilitate troubleshooting and remotely
controlling end-user devices. The tools are located around the device view.

Watch a tutorial video on the ARM client tools: https://support.air-watch.com/articles/115003018507.

Advanced Remote Management does not have the same functionality as Remote Management v3.0. The following
features are not currently available in ARM.
l Registry Manager

l Macros during the session.

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 Chapter 4: Using Advanced Remote Management

Display Capture (Remote Control)

The main section of the Advanced Remote Management (ARM) client is a device screen view that allows you to control
the end-user device remotely.

Control the device by clicking or dragging on the displayed screen and buttons. You can send keystrokes to the device
and copy and paste information onto the device during a session.
If a user needs privacy, they can pause a remote control session.

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 Chapter 4: Using Advanced Remote Management

Device Whiteboard (Android Only)

The device whiteboard functionality allows you to highlight a specific item to the user. The whiteboard allows you to
draw, highlight, and point to areas on the screen.

To use the whiteboard, select the whiteboard icon ( ) in the bottom right of the device screen view.
The whiteboard menu consists of the following items.

Shortcuts
The ARM client provides a shortcuts menu to navigate quickly to a screen or menu item on the device. The shortcuts icon
is on the bottom right, near the whiteboard icon.

Device Summary
The ARM client provides a device summary of information similar to Device Details. Use this information to diagnose
issues on a device while connected without navigating away from the ARM client.
The Device Summary pane provides at-a-glance information to use during troubleshooting. The pane displays signal
strength, battery, network status, storage, and main memory information. Display additional information not displayed
in the information by selecting the Additional Information ( ) icon.

Detailed Device Information

The Additional Information screen provides detailed information on the device, applications, processes, and remote
control history.
Select each information list from the left navigation bar.
The Device information displays Device make and model, battery details, storage, connection, RAM, and more. Minimize
the pane and manage which panes are visible by clicking each device details section header. You may also search for
specific information with the search bar in the top right corner.
The application list provides a list of applications installed on the device and application details such as the version
number and package name. You can kill any running app from this list.
The process list displays the current processes running on the device and detailed information. You can kill any running
process from this list.

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 Chapter 4: Using Advanced Remote Management

Manage Files
You can use the Manage Files client tool to upload files, download files, rename files, and delete files on the device.

Upload a File
You can upload a file to the device you are managing remotely.
1. In the active Advanced Remote Management (ARM) session and the Manage Files client tool activated, select the
red, circular Upload button in the bottom-right corner of the screen.

2. Select the Browse button and select a file accessible to the AirWatch Console you want to add to the device's file
system.

3. Select Close on the File Upload Completed confirmation.

Download a File
You can download a file on the device with the Manage Files client tool.
1. In the active ARM session and the Manage Files client tool activated, locate the file on the device you want to
download. You may find the "breadcrumbs" style folder path at the top of the file listing a useful navigation aid.

2. Select the Download button. This button is located in the button cluster to the left of the Size column, between the
Rename and Delete icons.

3. Downloaded files are saved according to your default browser's downloaded file action.

Rename a File
You can rename a file on the remote device using the Manage Files client tool.
1. In the active ARM session and the Manage Files client tool activated, locate the file on the device you want to
rename.

2. Select the Rename button. This button is located in the button cluster to the left of the Size column. The Rename
screen displays where you can enter the new name for the file.

3. Select OK to save your changes.

Delete a File
You can also delete a file from the remote device.
1. In the active ARM session and the Manage Files client tool activated, locate the file on the device you want to delete.

2. Select the Delete button. This button is located in the button cluster to the left of the Size column.

3. Select OK to confirm file deletion.

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 Chapter 4: Using Advanced Remote Management

Close the Manage File Session

When you are finished managing files remotely, you can close the Manage Files session while keeping the Display
Capture session running.
1. In the active Remote Management session, locate the header bar toward the top of the browser.

2. Select the circled X button to the right of the Manage Files indicator.

3. Select OK to confirm closure of the Manage Files session.

Command Line Interface

The Command Line Interface (CLI) is the counterpoint to the Graphical User Interface (GUI). While graphical user
interfaces make easy tasks easy, command line interfaces make difficult tasks possible.
This list applies to Android only.

CLI Commands Support Level Function

am get-config full Gather configuration data from a device.
cd full Change directory.
getprop full Get property via the android property service.
getprop full Get API level device properties.
ro.build.version.sdk
ip -f inet addr show full Show WiFi IP address.
wlan0
logcat full Prints log data to the screen.
logcat *:D partial Prints log data to the screen, filter to only show debug level.
In few devices, this command cannot be aborted
logcat *:E partial Prints log data to the screen, filter to only show error level.
In few devices, this command cannot be aborted
logcat *:I partial Prints log data to the screen, filter to only show info level.
In few devices, this command cannot be aborted
logcat *:V partial Prints log data to the screen, filter to only show verbose level.
In few devices, this command cannot be aborted
logcat *:W partial Prints log data to the screen, filter to only show warning level.
In few devices, this command cannot be aborted
ls full List directory contents.

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 Chapter 4: Using Advanced Remote Management

CLI Commands Support Level Function

ls -a full List directory contents, do not hide entries starting with a dot.
ls -n full List directory contents, list numeric UIDs and GIDs.
ls -R full List directory contents, list subdirectories recursively.
ls -s full List directory contents, print size of each file, in blocks.
mkdir full Make directory
netcfg / ifconfig full Configure and manage network connections via profiles.
netstat full Network statistics.
ping partial Test the connection and latency between two network connection.
In few devices, this command cannot be aborted
pm list packages full Prints all packages, optionally only those whose package name contains the
text in <FILTER>.
pm list packages -3 full Prints all packages filtered to only show third party packages.
pm list packages -d full Prints all packages filtered to only show disabled packages.
pm list packages -e full Prints all packages filtered to only show enabled packages.
pm list packages -f full Prints all packages including their associated file.
pm list packages -i full See the installer for the packages.
pm list packages -s full Prints all packages filtered to only show system packages.
pm list packages -u full Prints all packages including uninstalled packages.
pm list permission- full Lists all permissions groups.
groups
pm list permissions full Lists all permissions on the device.
pm path <package> full Print the path to the APK of the given <package>.
ps full Print process status.
ps -p full Print process status and show scheduling policy.
pwd full Print current working directory location.
rm -d full Remove directory, even if it is not empty.
rm -f full Remove directory, force remove without prompt.
rm -r full Remove the contents of the directory recursively.
top partial Display top CPU processes.
In few devices, this command cannot be aborted
touch full Create empty file or change file timestamps

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Chapter 5:
Troubleshoot Advanced Remote
Management
Troubleshooting, Generate Certificates 34
Troubleshooting, Remote Management Not Available -
Device Registration Issues 34
Troubleshooting, Issues Connecting to Devices 35
Troubleshooting, Modify Database Record for Multi-Node
Configuration 36
Create the Remote Management CN from the AirWatch
Database 36

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 Chapter 5: Troubleshoot Advanced Remote Management

Troubleshooting, Generate Certificates

Note: While running the "Certificate Seed Script.sql" file in Step 10 of the Generate Advanced Remote Management
Certificates task, you may see an error that reads The conversion of a varchar data type to a datetime data type
resulted in an out-of-range value.
Such an error is likely the result of a difference in locale between the machine upon which the SQL script was generated
and the database server on which it is being run.
There are two possible solutions.
l Run the cert provisioning tool on a machine with the same locale settings as the database server to ensure the same
date format is set in the SQL script.
OR
l If the first solution is not possible, manually edit the date format in the SQL script to avoid errors while deploying the
script during installation.

For more information about date formats, see http://www.sql-server-helper.com/tips/date-formats.aspx

References in this document to any specific service provider, manufacturer, company, product, service, setting, or
software do not constitute an endorsement or recommendation by VMware. VMware cannot be held liable for any
damages, including without limitation any direct, indirect, incidental, special, or consequential damages, expenses,
costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related in any way to
information, guidance, or suggestions provided in this document.

Troubleshooting, Remote Management Not Available - Device Registration

Issues
Advanced Remote Management link does not display in AirWatch
ARM link does not display in the More Actions drop-down menu as seen in Device Details View OR device is not shown in
the Device List View.

Possible Cause: Registration failed or ARM agent may not have been deployed properly. ARM Agent may have not been
installed on the device properly or registration to ARM Server has failed.
Solution: Attempt to re-register the device. Update Resource portal to ensure ARM agent may be properly downloaded
and installed on device. An AirWatch Administrator must re-register the device.

Registration check returns failed

Device does not register with AirWatch or the ARM portal.
Possible cause: P7b file missing root/intermediate certificates in certificate chain. In MMC (Microsoft Management
Console) certificate console when opening the certificate, the certificate path is missing and certificate status displays: the
issue of this certificate could not be found.

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 Chapter 5: Troubleshoot Advanced Remote Management

Solution: Reinstall the certificate including intermediate and root certificate. Reinstall all the certificates for this client and
ensure that the root certificate is placed into the root certificate folder and the intermediate certificate is placed in
intermediate certificate folders in MMC certificate console.

Error message, 'Registration failed: Server not found'

Device does not register with AirWatch or the ARM portal.
Possible cause: ARM Site URL capital and lower-case letters. In Remote Management tool versions 4.4.2.6291 and prior,
the URL for remote management server is CAPS sensitive. In the example shown below, the URL utilizes upper-case and
lower-case letters ‘https://rmSTAGE01.awmdm.com’
Solution: Remove upper case characters from Remote Management site URL. Check the Remote Management site
configuration. You need to ensure that the URL has all lower-case letters. In the example above, the URL should be
‘https://rmstage01.awmdm.com’.

Possible cause: Firewall is ON but misconfigured. If the firewall is incorrectly configured on the Remote Management
Server it may be preventing device registrations from being received.
Solution: Turn off firewall or set up exceptions. When the firewall is on and it is not correctly configured, it may be
preventing device registrations. Devices register with the Anchor web service, usually hosted on port 443 on the remote
management server. If this port is blocked on the firewall, registrations are jeopardized. Turn off the firewall and see if
registrations succeed. If they do, check the exceptions to ensure that the Anchor web service on port 443 or other port
defined for this service is in the list of exceptions.

Troubleshooting, Issues Connecting to Devices

Browser Window does not open Remote Management portal
The Advanced Remote Management (ARM) portal is not opening on Airwatch users’ browser window.

Possible Cause: Incompatible web browser. The browser being used by Airwatch support staff is not compatible with
ARM.
Solution: Use a different web browser. Install or switch to a compatible browser. The following is a list of browsers
currently supported by the Remote Management Tool.
l Internet Explorer 11 or higher

l Google Chrome

l Safari

Possible Cause: Browser pop ups are blocked. The browser being used is blocking pop-up windows from the ARM portal.
Solution: Enable pop-ups in browser settings. Airwatch users need to update their browser settings to allow pop-ups
from the ARM portal.

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 Chapter 5: Troubleshoot Advanced Remote Management

Remote Support validation fails

During ARM validation steps, one or all of the 3 validation steps and ‘Launch Session’ button does not appear.

Possible Cause(s): Certificate mismatch, ARM server issues. Client/Server certificates may be incorrectly deployed or
there may be issues with availability of ARM server and console.
Solution: Check certificates and ensure ARM server(s) are operational. Ensure that T10 interface certificate has been
properly deployed on the ARM server(s), ensure that ARM server(s) are online and operational.

Troubleshooting, Modify Database Record for Multi-Node Configuration

In order for the Advanced Remote Management server to operate correctly in a multi-node configuration, you must
modify all DB records in [ApAdmin].[dbo].[Server].[FQDN]. In a typical installation, these tables point to the external
virtual IP (VIP) address by default. This must be changed.
Modify each [FQDN] record in the [ApAdmin].[dbo].[Server] table in the database to point to the
"admin.controlplane.aetherpal.internal" IP instead of the external VIP.
The number of [FQDN] records is equal to the number of application/connection proctor servers in your deployment.
Therefore, you must update each one in the table. For example, if your deployment has 4 connection proctor servers,
then you must locate and modify 4 [FQDN] records in the [ApAdmin].[dbo].[Server] table.

Create the Remote Management CN from the AirWatch Database

You must run an SQL script against the AirWatch Database to create the Remote Management CN. Use the generated CN
to create the root and intermediate certificates for Advanced Remote Management (ARM).
1. Open the Remote Management Certificate Generator. You must run this as an Administrator.

2. Select the Question Mark button.

3. Copy the displayed text. This text is the SQL script to run against the AirWatch Database.

4. Switch to the AirWatch Database server and open SQL Server Management Studio.

5. Create a query with the copied text.

6. On the first line of the query, replace the NULL value with the GroupID for the customer type OG that you want to
use. The OG you choose must be a customer type, it cannot be of any other type including global, partner,
container, and so on.
For example,

DECLARE @GroupID NVARCHAR(20) = NULL;

becomes

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 Chapter 5: Troubleshoot Advanced Remote Management

DECLARE @GroupID NVARCHAR(20) = 'RemoteManagement';

7. In the Results, copy the created Remote Management CN.

The Remote Management CN is used to generate the root and intermediate certificates for Remote Management.
Proceed to Step 6 of Generate the Advanced Remote Management Certificates on page 18.

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 Accessing Other Documents

Accessing Other Documents

While reading this documentation you may encounter references to documents that are not included here.
The quickest and easiest way to find a particular document is to navigate to https://my.air-
watch.com/help/9.2/en/Content/Release_Notes/Doc_List_PDFs.htm and search for the document you need. Each
release-specific document has a link to its PDF copy on AirWatch Resources.
Alternatively, you can navigate to AirWatch Resources on myAirWatch (resources.air-watch.com) and search. When
searching for documentation on Resources, be sure to select your AirWatch version. You can use the filters to sort by
PDF file type and AirWatch v9.2.

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