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Case Handling Procedure For Virtual Analyzer Issues: A. Installation Failure | PDF | Bios | Virtualization
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Case Handling Procedure For Virtual Analyzer Issues: A. Installation Failure

This document outlines procedures for handling issues that may arise with the Virtual Analyzer (VA). It details steps for troubleshooting installation failures, runtime failures, enabling online mode for law enforcement, and marking VA cases in Salesforce. Installation issues may be resolved by ensuring virtualization is enabled and display drivers are updated. Runtime errors require collecting log files. Enabling online mode has strict requirements around customer approval. VA cases in Salesforce should be tagged with "VA" to identify the product.

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Juan Manuel Mercado
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123 views2 pages

Case Handling Procedure For Virtual Analyzer Issues: A. Installation Failure

This document outlines procedures for handling issues that may arise with the Virtual Analyzer (VA). It details steps for troubleshooting installation failures, runtime failures, enabling online mode for law enforcement, and marking VA cases in Salesforce. Installation issues may be resolved by ensuring virtualization is enabled and display drivers are updated. Runtime errors require collecting log files. Enabling online mode has strict requirements around customer approval. VA cases in Salesforce should be tagged with "VA" to identify the product.

Uploaded by

Juan Manuel Mercado
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Case Handling Procedure for Virtual Analyzer Issues

A. Installation Failure
1. Initial troubleshooting
a. Verify that BIOS virtualization is enabled. From the Release Notes:
To install Andy OS, VT-x must be enabled in your machine’s BIOS. If you encounter errors
during Andy OS installation, check that the VT-x is enabled in the BIOS. In every computer
the steps for enabling it might be slightly different, but in general, in the BIOS settings you
should look for are Advanced > CPU Configuration > Intel Virtualization Technology (VT-x)
or something similar, change it to Enabled and click on Save and exit.
b. Verify that display drivers are updated to their latest versions
c. If a and b do not resolve the issue, uninstall VMware related products and reinstall Andy.
2. Secondary troubleshooting
a. Gather installation log:
❖ If you get an installation error – Don’t close the installer (if customer already closed
installer, replicate the issue and leave it open).
❖ Go to %temp%
❖ Zip and send all files whose name starts with “Cellebrite_-_Andy_OS”
❖ Close the installation
b. Get customer’s display adapter model and driver version.

**Restart of the machine may be required after first installation before first use.

B. Run Time Failure


1. Run time error: Open PA and get the zipped log files.
2. Apps emulation error
a. With VA we will not be able to support every app and app version.
b. Gather the following:
❖ App name.
❖ App version.
❖ Android version.
❖ Device info.
❖ APK file from dump (does not contain user data, so should be ok to share)
❖ APKs are usually found in the dump under /Root/app/<app_identifier>/base.apk
3. Last resort for truly important cases
a. We can provide a DLL with debug traces to enable deeper troubleshooting.
b. Reserved for important cases because these traces can leak our methods.
c. Requires explicit approval from R&D, T3, and Product Manager.
C. Enabling Online Mode (per customer request)
1. Online mode can only be provided under the following conditions:
a. Customer is a law enforcement agency (no private sector customers)
b. Verify with Sales Ops that customer is not a private sector customer
c. You have received explicit approval from a relevant sales rep to provide online mode
2. **Warn customer with stabilization comment.
3. **Warn customer with data integrity and registration comment.
4. Edit “ShowVirtualAnalyzeronlineMode” file under the “ConfigFiles” folder which is in the PA’s
installation folder
5. Edit the file so that it contains only the string “1” (without quotation marks) and save it
6. In PA go to Tools > Settings > General Settings > Network, there should be a setting to enable
online mode for the VA

D. Marking Cases in Salesforce


1. VA cases product will always be PA.
2. Write “VA” for Device Serial Number in the Product Informationinfo-> device serial-> add VA (as
the picture, capital letters)

3. Add **VA** in the beginning of case subject.


4. We are adding 7.10 to the Software Version

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