Troubleshoot Android Integration

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product., WatchGuard EDR Core This topic applies to the WatchGuard EDR Core, available in the Total Security Suite license.

WatchGuard Endpoint Security products are compatible with the Android OS, version 4.0 or higher. When you troubleshoot an Android device, verify the Android version your device runs before you start to investigate an issue. If you create a Support case, include the Android OS version number.

Android issues might occur before or after the app and the endpoint security product can communicate, and before the app shows in the WatchGuard Endpoint Security management UI.

Pre Integration Issues

If you download and install the app successfully on the device, but the device does not show in the management UI, you must manually collect information from the device.

From your device, install the pandasupport-release.apk file to determine the device ID (DeviceID) of your device.

The device ID is a unique alphanumeric code used to identify an Android device.

Install and run the .APK install file:

1. Download the .APK file from:
   http://www.pandasecurity.com/resources/tools/pandasupport-release.zip
   
2. Extract the pandasupport-release.apk file to a location of your choice.
   Use the password 'panda' to open the archive.
3. Install the .APK to your device.
4. Run the .APK and take note of the device ID.

5. From your Android device, browse to and copy this log folder:
   /Internal Storage/Android/data/com.pandasecurity.androidprotection/files/log
6. Compress and save the log folder to a location of your choice.

To help with a case, you can send the Android OS version number, device ID, and compressed log folder to Support. You can also send a screenshot of the QR code that shows when you download the Android software installer. For more information, see Install the Endpoint Software Locally.

Post Integration Issues

If you download and install the device software, integrate successfully with the endpoint security platform, but you still have issues, contact Support.