How to quickly troubleshoot PolicyPak Browser Router

Step 1: Are you licensed? And did you reboot the endpoint?
Each component of PolicyPak On-Prem is licensed separately.
PolicyPak Browser Router is licensed with a license key, and that license key is typically inside a GPO.
To understand how / where your license keys might live, please check this video:
http://www.policypak.com/video/policypak-licensing-on-premise-licensing-methods-compared.html

Also, before continuing, reboot the endpoint with the PolicyPak CSE / PolicyPak Browser Router installed upon it.
PolicyPak Browser Router may need a reboot the first time for all features.

Step 2: Are you getting the GPO?
You need a GPO to make the routes. Make sure the following is true:

  1. You have a GPO.
  2. GPO is linked to either USER or COMPUTER OU.
  3. The GPO has data / routes in it for the correct side.

In this example, the GPO has data / routes on the user side and is correctly linked to where users reside (West Sales Users.)
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Step 3: Verifying you GOT the GPOs… one for licensing and one for the routes.
Run GPresult /R two times:

  1. AS an ADMIN.. and verify that you got the LICENSING GPO.
  2. As the USER .. and verify you got the GPO with the PolicyPak Browser Router data.

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Step 4: Is PolicyPak Browser Router the “default browser” ?
In DEFAULT PROGRAMS, verify that PPBRAgent is the Default Browser for HTTP and HTTPs.
(Will be PPBRAgent32 on 32-bit and PPBRAgent64 on 64-bit).

In Windows 7 and later, check Default Programs as seen here
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CHECKPOINT: If PPBRAGENT is not the default for HTTP and HTTPS then, run GPupdate /force then REBOOT the computer.
Then verify that it took. If it didn’t, stop here and figure out why.
Common reasons:

  1. Computer doesn’t have PolicyPak CSE installed.
  2. Computer isn’t licensed.
  3. User/ Computer didn’t get the GPO.
  4. No PolicyPak Browser Router routes at all.

Step 5: Check PolicyPak Browser Router logs
As the USER, go to Appdata\Local\PolicyPak\PolicyPak Browser Router and verify that ANY logs exist as seen here.

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Open the LATEST-created file (by date) for inspection.

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Step 6: Checking what PolicyPak Browser Router thinks are your routes
PolicyPak Browser Router can take routes from various sources and multiple GPOs and/or files and/or PolicyPak Cloud.
Ultimately those rules are boiled down to one file: ppBRresults.xml.

You should manually inspect this to verify that routes are generated as expected.

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Step 7: Getting more help (exactly what to do and attach.. THREE THINGS).

To get MORE help with PolicyPak Browser Router, first export your PolicyPak Browser Router collection as seen here.

It’s good to take a screenshot too, so we can see what you’re trying to; computer or user side.

Attach / send both your SCREENSHOT and your XML EXPORT file to your support case.

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Then, run PPLOGS twice:

  1. Use an ADMIN command prompt and run PPLOGS. Rename to ppLogs-as-Admin.zip. Attach to your support case.
  2. Use a NORMAL command prompt and run PPLOGS. Rename to ppLogs-as-USER.zip. Attach to your support case.

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NOTE: If your email system strips ZIP files, rename it to .ZIPP or .TXT or whatever you want.

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