Troubleshooting

Issue with Lab-WiFi

If you are unable to see the “Lab-WiFi” network, or if the provided Android/iOS device is unable to connect, please try the following steps to troubleshoot:

  1. Completely close Workstation (if open).

  2. Physically disconnect the Wi-Fi dongle from the host machine, wait a few seconds, and plug it back in.

  3. Ensure that the adapter is passed into the VM (if applicable).

  4. Re-open Workstation, and create/open a project to start the network setup process.

  5. The “Lab-WiFi” network should appear within 10-15 seconds.

If the above method does not solve the issue, there could be an issue with the configuration of the dhcp server. In order to reset said configuration to its default state, please follow these steps:

  1. While Lab is open, locate the “WiFi Troubleshooting” button within the toolbar. Click the button.

  2. A status bar will begin working in the bottom right corner. Allow the process to finish.

  3. Once complete, close down Lab Workstation and reboot the VM to make sure the settings are reset.

  4. From there, open Lab Workstation from the icon on the desktop and create/open a project to launch the WiFi network.

System Check Fails

The system check is designed to run a quick diagnostic on the required components to run an assessment. If an issue is detected, an error symbol will appear next to the item that has an issue:

System Check Fails

WiFi Adapter

To fix this issue, open the Preferences menu from the drop down menu in the upper-right corner of the UI. Navigate to the Network tab and make sure the “Internet Interface” and “WiFi Interface” are set correctly. By default, these values should be “eth0” and “wlan0” respectively, however the WiFi interface may vary depending on the number of adapters connected to the environment. Make sure you see “wlanX (Available - No IP assigned)” before continuing. Once you confirm that these values are correct, click “Save and Close” to make the needed changes.

Wifi Adapter Preferences

Tabs Missing When Opening a Project

This issue will arise when attempting to open a project without a device connected or when attempting to open an Android project with an iOS device connected and vice versa. This is indicated by a “No Device” message that appears in the lower-left corner.

Tabs Missing When Opening a Project

In order to resolve this issue, connect a device to the Workstation environment and re-open the project. You will also want to ensure that the device matches the same platform (Android/iOS) used when creating the project.

UI is Greyed Out and Unresponsive

If a device is removed during the assessment process, the workspace will grey out and a notification will be presented in the upper-right corner of the screen. During this time, you will be unable to interact with the UI. This can occur when a device loses USB connectivity (even if it is just for a second due to a bad cable, etc..).

UI is Greyed Out and Unresponsive

In order to fix this, please try the following steps:

  1. Make sure the device is connected with provided USB cable and that the device has been passed into the virtual machine.

  2. Upon reconnecting the device, you will need to re-open the project in order to continue. This can be accomplished by selecting “Open” from the top toolbar and selecting the corresponding project.

Missing Results After Running Tests

Workstation implements background tasks for many of the tests throughout an assessment. While the tasks are running in the background, findings will be populated as those tasks are completed.

Some of the results are only populated if they are relevant to your assessment and the information provided. For example, a “Found Username” finding will not be populated unless it has been added to the Search Terms criteria, and is discovered while analyzing the data population/memory dump artifacts.

Error: had to kill the application “process”

Workstation tries to detect the specific process associated with your application but in some rare cases (usually when a long timeout occurred, or if the application was launched several times) it might be associated to several processes.

In order to get an accurate memory dump, Workstation kills those processes, asks you to relaunch the application, and then run the test again.

When I click on “Start” in the Network Setup step, it results in an error. How can I get a successful connection?

  1. The error message should provide some information on why the connectivity failed (no internet connection found on the host system, the phone is connected to another WiFi network…). Try first to resolve the displayed issue and re-run the test.

  2. Go to Settings >> Wi-Fi on your mobile device and make sure it is connected to the “Lab-WiFi” network. A successful connection will usually show a “wifi” icon in the status bar of the phone.

If your computer goes to sleep, the WiFi connectivity to your phone may be lost. We highly recommend you set a longer sleep timeout in your operating system environment, and close Workstation if you are not going to use it for a long period of time.

  1. You can also follow these basic troubleshooting steps to resolve any issues:
  • Close Workstation

  • Unplug the USB WiFi dongle and plug it back in. In case the dongle is abnormally hot, please wait a few minutes before reconnecting it.v

  • If you are in a virtual environment, make sure the WiFi dongle is attached to the virtual machine.

  • Start Workstation

You can now re-test your network connectivity. If you are still experiencing issues, try these last steps:

  • Close Workstation

  • Reboot your device

  • Restart your operating system

  • Start Workstation

  • If the options above do not work, click the “Wifi Troubleshooting” button in the main menu at the top of the interface. This will shut down the current network, reset the network state of your machine, and try to re-establish a new connection.

Resetting the network state might take a few minutes to complete. Please wait until your device reconnects to the WiFi network before interacting with Workstation.

Also, in some cases, a reboot of your operating system is needed to complete the “Restore Connectivity” feature.

My device is connected to the “Lab-WiFi” network but I do not have Internet connectivity. Why?

  1. This is most likely due to a DNS issue. By default, Workstation will use the same DNS settings used by your primary Internet interface. If those can’t be found, NowSecure Lab will revert to Google DNS (8.8.8.8, 8.8.4.4).

Please make sure your DNS settings are correct for your main Internet interface and/or that your company network allow use of external DNS servers in case you are reverting back to Google DNS servers.

You can review and change your DNS settings by checking the “Network Connections” settings, accessible from the “Preferences” menu inside Ubuntu.

Please note that in some cases, a reboot of your operating system is needed to save and apply changes made to the DNS settings.

When I open a project, all I can see is the Forensics and the Report tab. Where are the rest?

  1. This will occur if your Workstation mobile device is not connected to the laptop or if the device does not match the one used to create your original assessment (i.e: connecting a Android phone to open a iOS-only project).

Please make sure the correct phone (iPhone or Android) is connected and detected by Workstation, and then re-open your project.

Workstation seems to have lost connectivity to the device for some reason. What do I do?

  1. Make sure the device is connected with provided USB cable to your host system. In case you are running Workstation in a virtual environment, verify that the VM successfully attached the device to the virtual environment.

  2. If no other options work, select the “Connectivity troubleshooting” button in the main menu at the top of the interface. This will try to re-establish the connection to the agent on your phone.

Pressing the “Connectivity Troubleshooting” button will also reset your network state. Please refer to the previous question for more information.

When I select “Execute Memory Dump”, I receive an error saying Workstation had to kill the application “process”. What does this mean?

  1. Workstation tries to detect the specific process associated with your application but in some rare cases (usually when a long timeout occured, or if the application was launched several times) it might be associated to several processes.

In order to get an accurate memory dump, Workstation kills those processes and ask you to relaunch the application and then run the test again.

Why are certain test results not showing up in the workspace on the left?

  1. Some of the tests might be running in the background and the associated results will only be populated when those tests are completed. Please refer to the Background Task Manager for more information on the Background Tasks in Workstation.

  2. Some of the results are only populated if they are relevant to your assessment and the information provided. For example, the “Search Results” output, will only be displayed if sensitive information was provided to Workstation by the user in the Setup.

What is included in the “Artifact List” output?

  1. Whenever an artifact is created while stepping though an assessment of an application, it is appended to this output file.

This list is designed to provide a comprehensive list of all of the artifact files used in the assessment, and allows the analyst to see where the artifacts are located, as well as other pertinent information about the artifact files themselves.

This section is aiming at specifically solving connectivity issues to your device when it is connected to NowSecure Lab over Ethernet. If your device is using WiFi/USB connections, please refer to the steps above.

Contact NowSecure

If the steps described on this page do not resolve your issues, or if you are experiencing problems not listed here, please contact NowSecure directly so we can better assist you:

email: [email protected]

phone: +1 (312)-878-1100