SRW - Troubleshooting/Cant log in

SRW - Troubleshooting/Cant log in

Below are common error messages for SRW. Please try these troubleshooting steps before opening up a ticket with DESD. Please note that most issues will have more than one resolution. On the right of the screen you should see a dropdown called on this page. This will allow you to click on your issue faster.

Special note: If your not getting any error messages, but your SRW is not working correctly, click on this link

If you logged into office.com with MFA, click this link to see a video explaining these steps: SRW - Troubleshooting Cant login.webm

AP Default Security Centre Rule

Resolution 1: Uninstall all 3rd party Antivirus
      Examples of 3rd party anti-virus are Avast, AVG, Malwarebytes, McAfee, Norton, Webroot, etc
Step 1: Start Menu/Windows Icon
Step 2: Settings
Step 3: Apps
Step 4: Apps & Features
Step 5: Scroll to find 3rd Party Anti-Virus
Step 6: Click on Anti-virus app  
Step 7: Click Uninstall
Step 8: Click Uninstall
Step 9: Click Yes
     Note: Remove all 3rd Party anti-virus before restarting computer
Step 10: Once all 3rd Party anti-virus are uninstalled restart your computer (start menu/windows icon > power button > restart)
Step 11: Check for Windows Updates (Start > Settings > Updates & Security > Check for Updates)
     Note: If updates are pending restart, wait for all updates to be complete before restarting
Step 12: Open SRW again

Resolution 2: Run Windows Defender Quick Scan
Step 1: Start Menu / Windows Icon
Step 2: Settings
Step 3: Updates & Security
Step 4: Windows Security
Step 5: Virus & Threat
Step 6: Quick Scan
Step 7: Click Windows Security and make sure all settings are green (no yellow or red)
Step 8: Open SRW again




AP Default Windows Patch Rule


Resolution 1: Check for Windows Updates
Step 1: Start menu / Windows Icon
Step 2: Settings
Step 3: Updates & Security
Step 4: Check for Updates (Optional / Additional updates needs to be completed as well)
      Note: If updates are pending restart, wait for all updates to be complete before restarting. If you are currently on Windows 10 you do not need to update to Windows 11.
Step 5: If any windows updates are pending restart, restart the device then check for updates again using steps 1-4 (Restart Computer: start menu/windows icon > power button > restart)
Step 6: Once all updates and optional/additional update are complete, open SRW

Resolution 2: Windows update error, glitch, or won’t install
Step 1: You will need to reach out to Microsoft to see if they have a patch for the windows update error. You can contact them at support.microsoft.com 




AP Default Virtual Machine Rule


Resolution 1: Turn off Memory Integrity Setting
Step 1: Close Secure Remote Worker (SRW)
Step 2: In the Windows Search type Core Isolation 
Step 3: Click Open
Step 4: Make sure the Memory Integrity setting is OFF
Step 5: Restart your computer
Step 6: Open SRW again

 

Resolution 2: Uncheck Windows Features

Step 1: In search bar, type Control Panel and click open
Step 2: Program
Step 3: Programs & Features
Step 4: Turn Windows Features On or Off
Step 5: Make sure the following are unchecked

-Hyper-V

-Virtual Machine Platform

-Windows Hypervisor Platform

Step 6: Restart computer
Step 7: Open SRW



AP Default Wi-Fi Adaptor Rule


Resolution 1: Turn off Wi-Fi
Step 1: Make sure ethernet cord is plugged into your computer and your routers ethernet port
Step 2: Start menu / windows icon
Step 3: Settings
Step 4: Network & Internet Settings
Step 5: Ethernet
Step 6: Make sure that Ethernet is showing as connected. If ethernet is not connected, try unplugging and then re-plugging in the ethernet cord
Step 7: Wi-Fi
Step 8: Click the toggle to turn Wi-Fi off
Step 9: Open up SRW and/or run validation tool again

Resolution 2: Try plugging ethernet cord into a different port on your device, or try a different ethernet cord, then do steps under Resolution 1.

Resolution 3: Reset router and modem (will lose internet connection, including wi-fi briefly)
Step 1: Unplug power cord for both the modem and router.
Step 2: Wait 1 minute
Step 3: Plug in the power cord for the modem and router. Then do steps 1-9 under Resolution 1.

If your still having issues, open a ticket by using the Bot in the bottom right hand corner, select DESD - Tech Support, and follow the prompts. To avoid confusion, please do not open more than one ticket. 
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