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.
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.