Workspace ONE UEM Troubleshooting

Overview

This course provides intermediate to advanced practitioners with the skills required to troubleshoot complex issues within Omnissa Workspace ONE UEM environments. Delivered by an Omnissa Certified Instructor, the course focuses on developing structured problem-solving approaches, mastering console navigation, and diagnosing device, application, and service communication issues.

Learners explore real-world troubleshooting scenarios across core Workspace ONE UEM components, integrations, endpoints, applications, email services, and Unified Access Gateway edge services. Emphasis is placed on identifying root causes using built-in tools, logs, and analytics, enabling learners to restore service reliability and performance efficiently in enterprise environments.

Prerequisites

This course is recommended for learners who have a working knowledge of Omnissa Workspace ONE UEM infrastructure and a background in end-user computing. Learners should have completed the Workspace ONE UEM Deploy and Manage course or possess equivalent hands-on experience supporting Workspace ONE UEM environments.

Target audience

This course is designed for intermediate to advanced practitioners who support Workspace ONE UEM environments. It is suitable for administrators, engineers, and support professionals responsible for maintaining, troubleshooting, and optimising digital workspace and endpoint management platforms within their organisation.

Objectives

By the end of this course, learners will be able to:

• Summarise a structured troubleshooting methodology for Workspace ONE UEM environments.
• Apply common troubleshooting techniques using the Workspace ONE UEM console.
• Diagnose and resolve issues related to enterprise integrations within Workspace ONE UEM.
• Identify and remediate common endpoint and device communication problems.
• Troubleshoot application management issues across public, internal, and purchased applications.
• Resolve email management issues using Workspace ONE UEM and related gateway services.
• Explain troubleshooting approaches for Unified Access Gateway and individual edge services.

Outline

Course introduction

• Introductions and course logistics
• Overview of course objectives and expected outcomes

Workspace ONE foundations

• Navigating and customising the Workspace ONE UEM console
• Core Workspace ONE UEM console foundations
• Overview of Workspace ONE Hub Services
• Understanding Workspace ONE UEM accounts

Workspace ONE architecture

• Workspace ONE and modern SaaS architecture
• Workspace ONE UEM architectural components
• Additional Workspace ONE components
• Example Workspace ONE use cases

Fundamentals of troubleshooting Workspace ONE UEM

• Software troubleshooting and support methodologies
• Core component topology
• Integrated component topology
• Workspace ONE UEM log files and their use in diagnostics

Workspace ONE UEM console troubleshooting

• Overview of console-based troubleshooting
• Group management and assignment issues
• System settings and role configuration issues
• Using analytic events for troubleshooting
• Collecting and analysing Workspace ONE UEM logs

Integration troubleshooting

• Integration troubleshooting overview
• AirWatch Cloud Connector troubleshooting
• Directory Services integration issues
• Directory users and groups synchronisation
• Certificate Authority integration
• Omnissa Access and Workspace ONE Intelligent Hub troubleshooting

Endpoint troubleshooting

• Endpoint topology overview
• Tools and resources for endpoint troubleshooting
• Using Workspace ONE Assist
• Resolving common endpoint issues

Application troubleshooting

• Application architecture overview
• Application configuration review
• Tools and resources for application troubleshooting
• Public application troubleshooting
• Internal application troubleshooting
• Purchased application troubleshooting

Unified Access Gateway and edge services troubleshooting

• Unified Access Gateway architecture overview
• Unified Access Gateway configuration review
• Tools and resources for troubleshooting
• Content Gateway on Unified Access Gateway
• Workspace ONE Tunnel on Unified Access Gateway

Email troubleshooting

• Email architecture overview
• Email profile configuration review
• Tools and resources for email troubleshooting
• Workspace ONE Secure Email Gateway on Unified Access Gateway
• PowerShell integration for email troubleshooting

Exams and assessments

There are no formal exams included in this course. Learners reinforce knowledge through instructor-led troubleshooting scenarios, guided analysis of real-world issues, and practical diagnostic exercises throughout the course.

Hands-on learning

This course includes instructor-led demonstrations and practical troubleshooting exercises using Workspace ONE UEM tools and logs. Learners work through real-world scenarios to analyse issues, identify root causes, and apply corrective actions across devices, applications, integrations, and edge services.