AppsAnywhere: Common Troubleshooting Tips

Current Apple Users of the legacy ECN AppsAnywhere please note that you will need to remove/uninstall your current version of AppsAnywhere and once you log in to the new AppsAnywhere URL: https://appsanywhere.it.purdue.edu you will need to reinstall the AppsAnywhere software. .

Overview

If you are experiencing issues with AppsAnywhere, the following troubleshooting steps resolve the most common problems related to application launches, validation checks, and client connectivity. 

Step 1: Restart Your Device

A reboot resolves many temporary issues involving:

• AppsAnywhere Client
• Application virtualization services
• Authentication tokens
• Software updates

After restarting, attempt to launch the application again. 

Step 2: Verify the AppsAnywhere Launcher Is Allowed

AppsAnywhere relies on your browser communicating with the local AppsAnywhere client.

If nothing happens when you click Launch:

1. Check for a browser prompt asking to open AppsAnywhere.
2. Select Open AppsAnywhere (or similar).
3. Enable Always allow this site to open AppsAnywhere links if the option is available.
4. Refresh the AppsAnywhere page and try again.

Supported browsers include:

• Microsoft Edge
• Google Chrome
• Mozilla Firefox

Older browsers, including Internet Explorer, are not supported. 

Step 3: Revalidate Your Device

Many launch failures occur because device validation has failed.

Signs of validation issues include:

• Applications showing as unavailable
• Validation warnings
• Launch buttons remaining disabled

To resolve:

1. Sign out of AppsAnywhere.
2. Close your browser.
3. Reopen the browser and sign in again.
4. Allow the AppsAnywhere client to complete validation.
5. Attempt to launch the application again.

Step 4: Remove and Re-Launch the Application

If an application previously launched but is now failing:

1. Open the AppsAnywhere Client.
2. Locate the application in the client.
3. Stop the application if it is currently running.
4. Remove the cached application data (if available).
5. Launch the application again from the AppsAnywhere portal.

This forces AppsAnywhere to download fresh application content and often resolves startup issues. 

Step 5: Update or Reinstall the AppsAnywhere Client

If applications fail to launch consistently:

1. Uninstall the AppsAnywhere Client.
2. Restart your computer.
3. Sign in to AppsAnywhere.
4. Download and install the latest client.
5. Run validation again.

This can resolve issues caused by corrupted client files or incomplete updates.

Step 6: Verify Network Connectivity

Some applications require access to Purdue licensing or application delivery services.

Check that:

• You have a stable internet connection.
• Firewalls are not blocking AppsAnywhere.
• Security software is not preventing the launcher from running.
• You can successfully access the AppsAnywhere portal.

AppsAnywhere Portal:

https://appsanywhere.it.purdue.edu/ [service.purdue.edu],

Step 7: Collect Support Data

If the issue persists:

Windows

1. Click the Show Hidden Icons arrow in the system tray.
2. Right-click the AppsAnywhere icon.
3. Select Collect Support Data.
4. Save the generated ZIP file.

macOS

1. Open the AppsAnywhere menu/status icon.
2. Select Collect Support Data.
3. Save the generated ZIP file.

Attach the ZIP file to your support ticket. The support bundle contains the logs Purdue IT needs for troubleshooting. 

Step 8: Contact Support

If you continue to experience issues:

1. Review the AppsAnywhere log collection article:
   https://service.purdue.edu/TDClient/32/Purdue/KB/Article/1812/AppsAnywhere-How-to-collect-logs

2. Submit a support request through the Purdue IT Service Portal:
   https://service.purdue.edu/

3. Include:

   • Purdue username
   • Application name
   • Operating system version
   • Browser used
   • Date and time of the issue
   • Screenshot of any error message
   • Support Data ZIP file

Providing this information significantly reduces troubleshooting time.