Troubleshooting VIA Client for Windows

This section provides information to help you troubleshoot the issues you may encounter when installing, connecting, and using the VIA client for Windows. To help your support team effectively resolve your VIA connection issues, it is mandatory that you send logs generated by VIA. To do this, click the Send Logs button from the Log tab.

Table 1: Windows VIA Troubleshooting Steps

Action

Issue

Troubleshooting Steps

Installation

Unable to install

1. Ensure that you are using the correct installation file for Windows.

2. Generate an installation log by running msiexec.exe ansetup.msi /l*v log.txt from an administrator command prompt. The file log.txt captures the installation errors if any.

3. If installation due to upgrade fails, remove the previous version of VIA before installing a newer version.

Unable to locate VIA application for uninstalling

1. Open Control Panel > Add/remove program or Programs and Features

2. Select Virtual Intranet Access, and then click Uninstall.

Alternatively, issue the msiexe.exe /x ansetup.msi command to uninstall from an administrator command prompt.

Profile Download

Unable to download profile

1. Ensure that profile network connectivity to the VIA controller is available.

2. Ensure that the profile can be downloaded from a browser with the link: https://<controller IP or hostname>/via.

3. Remove browser plug-ins or change to the correct proxy settings to enable downloading VIA from the browser.

Connect VIA

Unable to establish VPN connection

1. Ensure that the correct VIA client is installed.

2. Check if VIA works on other platforms ( Linux, MacOS, Android, or iOS)) for the same controller.

3. If you used Captive Portal to download a VIA profile or connect to the VPN, ensure that Internet connectivity through the browser is working correctly.

4. Check if the authentication method used to connect VIA is supported in VIA Windows Edition. For more information, refer to This section describes the steps to download, install and configure the VIA client software on a Windows device. For complete details, select any of the topics in the menu to the right of this window..

VIA does not connect automatically when a network interface is up

Ensure that network access to port 443 is allowed on the internal and external IP addresses of the controller.

VIA does not initiate automatically on system start

This is observed when VIA is installed by logging in as a different user.

Ensure that VIA is installed on the same user account as VIA.

Send Logs

Sending logs when the system does not have a mail account configured

Click the Send Logs button to create a via_logs_<date>_<time>.tar.gz file in the %programdata%\Aruba networks\VIA folder. Send this file using your email.