When you are troubleshooting an issue with device connectivity to your Imprivata Smart Hub or Launchpad, it is often not clear whether it is a hardware (device, Smart Hub, cable) or software (Launchpad) problem. Below are a series of methods to help you isolate a hardware issue.
Fill the Smart Hub Method
To verify that hardware is functioning correctly, plug in as many devices as you have ports. Connect the Smart Hub to the Launchpad computer and start the Launchpad application.
- Verify all ports are illuminated blue or green.
- Confirm the devices each have power.
- Ensure all devices are displayed in the MAM console.
If you notice any problems, continue to the next method, the Hardware Isolation method.
Hardware Isolation Method
If you are experiencing an issue in a repeatable way, and you have at least two Launchpads and Smart Hubs, you can perform the following test to quickly isolate the issue. The issue may be an LED not illuminating, devices not appearing in the MAM console, or devices not checking out.
This test requires two setups:
- Setup A – one computer/Smart Hub/device setup.
- Setup B – a similar computer/Smart Hub/device setup.
- Reproduce the issue on Setup A.
- Confirm that Setup B does not have the same issue.
- Disconnect the Smart Hub and devices from Setup A.
- Take the Smart Hub, devices, and cables from Setup B, and attach them to the computer from Setup A.
- Attempt to reproduce the issue.
If you can reproduce the issue with Setup A, then the root cause is not with the devices or Smart Hub or cables, but with the computer, Launchpad software, or the MAM console or configuration. Proceed with additional testing to further isolate the root cause.
If you cannot reproduce the issue with Setup A, then the root cause is with the devices, Smart Hub, cables, or with the MDM configuration of the devices. Proceed with the Port-by-port method below for additional testing to further isolate the root cause.
Port-by-Port Method
Detailed steps for identifying and diagnosing hardware Smart Hub issues.
- Keep the Smart Hub connected to the Launchpad.
- Quit the Launchpad app.
- Plug the Smart Hub into a power source.
- Remove all devices and USB cables from the Smart Hub.
- Ensure that one device has no passcode.
- Plug this device into the Smart Hub’s USB port 1.
- Confirm that the Smart Hub LED illuminates amber if it is charging, or green if it is fully charged.
- Confirm that the device displays the lightning bolt icon to show it is connected to power.
- Repeat the test with every port, using the same USB cable and device for each.
If any port or LED displays an error, contact Imprivata to initiate a hardware repair.