Troubleshooting Linewize Connect for Windows

If you have problems deploying Linewize Connect in Companion Mode, you can try the following:

• MDM Troubleshooting
• Filter Troubleshooting

MDM Troubleshooting

App Deployment

1. On a Windows device, go to the search box on the taskbar, enter Settings, and select it from the results.
2. Select Accounts > Access work or school.
3. Select the Intune connected account.
4. Select Info to view the organization's information.
5. Go to Device sync status, then select Sync to sync policies with Intune.
6. Restart the Windows device if the sync fails or policies do not load. Alternatively, run the following command in PowerShell to get the Group Policy updates:
   

   gpupdate /force

Browser Deployment

Checking Policies

1. On a Windows device, open Google Chrome or Microsoft Edge.
2. Enter the Policies URL for your browser.
   Google Chrome: chrome://policy
   Microsoft Edge: edge://policy
3. Select Reload policies to reload the page, displaying policies set by the MDM's configuration profile.

Profile Restrictions

Ensure that the current logged-in profile on Google Chrome or Microsoft Edge does not restrict you from force-installing extensions.

To verify, sign out and sign in to a different Google Chrome or Microsoft Edge account, and check if the extension is force-installed.

Filter Troubleshooting

Check Connect for Windows and Authentication Agent are installed

1. On a Windows device, go to the search box on the taskbar, enter Control Panel and select it from the results.
2. Select Programs > Programs and Features.
3. Check the following applications are installed:
   1. Connect
   2. School Manager - Authentication Agent

Check Connect for Windows is enrolled

1. On a Windows device, go to the system tray and select the Connect for Windows icon.
2. Check that the correct user is enrolled below This device belongs to.

Check Connect for Chrome extension is installed and authenticated to the correct user

1. On a Windows device, open Google Chrome or Microsoft Edge.
2. Select the Connect for Chrome - Education extension in the Extensions Toolbar.
3. Check that the correct user is enrolled after Hello,

Check that you have set the Filter Mode to Companion

1. In School Manager, go to Configuration > Mobile Agent.
2. Check that you have set the Default Filter Mode to COMPANION. Alternatively, ensure the user is part of a group added to COMPANION Filtering Groups.

Check Companion Mode is enabled on the Windows device

1. On a Windows device, open Google Chrome or Microsoft Edge.
2. Enter the Connect Diagnostics URL: http://127.0.0.1:5770
3. Go to the Filtering section and ensure companion and dns_filter are Enabled Features.

Check DNS backup filtering is functioning properly

DNS Filter

1. On a Windows device, open Google Chrome or Microsoft Edge.
2. Go to a website blocked by a School Manager filtering policy.
3. Check that you can see the School Manager DNS Filtering Block page.
   

   Important

   Note the different Block pages for DNS Filtering and WEB Filtering.

   Note

   You will only see the DNS backup filtering Block page if the Connect browser extension is not installed on the browser.

Image 1: Block page for DNS backup filtering

Check Registry settings have been configured correctly

You must apply the following Policies on your devices for Companion Mode:

Send Diagnostic Logs from Connect for Windows

See Sending Connect for Laptops Diagnostics Logs to Linewize Support.