Troubleshooting guide - IWA app for Chromebooks

A summary of the most frequently faced issues upon IWA app installation, conifguration and testing. 

Case: App does not display 

• (Kiosk) Is there only a weblink? 
  This is normal as the Digiexam icon does not load until the app is opened the first time.
   
• Is there no trace of the app at all? 
  • Are the correct Organizational Units and User Groups selected? 
    Any setting or policy applied on the wrong Group or OU will not reach the users
     
  • Are the units enrolled in the correct, intended group? 
    Verify that your units or users actually are connected to the selected OU or Group

Case: App gives error message upon launch

• App is not supported
  • Is it the correct app that is launched? 
    This is relevant for organizations who have previously used our Legacy Chrome app, and have both versions installed.
     
  • Is the device Chrome OS updated? 
    Verify that the Chrome OS is up to date. Support for IWA does not occur on older OS versions prior:
    Chrome OS 128: Verified (openbook)
    Chrome OS 134: Kiosk (lockdown) 
     
• Critical lockdown error
  • Have you applied the correct settings to the exam? 
    Lockdown mode ON = Start from Kiosk
    Lockdown mode OFF = Start from Verified (user is signed in to the Chromebook)
     
  • Are all policies correctly inherited to all sub-groups from the main branch? 
    • Verify that the update manifest URL is correct in each group
    • Verify that the Verified Access service account is correctly inherited to each group
       
  • Digiexam Sidecar: 
    • Is the Digiexam Sidecar extension added correctly? 
      • The Digiexam Chromebook Sidecar must be added as an extension:
         Within the IWA app for Kiosk mode
        As a separate extension for Verified mode
         
      • Verify that all policies are set correctly according to instructions