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Troubleshoot the Global Secure Access mobile client: Advanced diagnostics

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This article explains how to troubleshoot the Global Secure Access mobile client for Android and iOS using the advanced diagnostics utility.

Introduction

The Global Secure Access client runs in the background and routes relevant network traffic to Global Secure Access. It doesn't require user interaction. The advanced diagnostics tool makes the client's behavior visible to the administrator and helps with troubleshooting.

Services section

The Services section shows the active services running in the traffic forwarding profiles.

Screenshot of the Services section in the Global Secure Access mobile client.

Troubleshooting section

The Troubleshooting section enables users to troubleshoot and share information with the administrator. To view the Troubleshooting section:

  1. Open the Microsoft Defender app and select the Global Secure Access client tile.
  2. Select the Troubleshooting section to open it.

In addition to Get latest policy and Clear cached data, users can also collect and send logs and run advanced diagnostics.

Collect and send logs

This troubleshooting function allows users to collect logs from the client and send the logs to Microsoft support for investigation. To access the Collect and send logs function:

  1. Open the Microsoft Defender app and select the Global Secure Access client tile.
  2. Expand the Troubleshooting section and select Collect and send logs.

The user can copy and share the Incident ID with Microsoft Support for their reference.

Screenshot of a sample pop-up Incident ID message.

Advanced diagnostics

This troubleshooting function shows the client's health and lets users capture network and hostname traffic. To access the Advanced diagnostics function:

  1. Open the Microsoft Defender app and select the Global Secure Access client tile.
  2. Expand the Troubleshooting section and select Advanced diagnostics.

Health Check tests

The Health Check runs a series of device and policy tests to verify that the client and its components are working correctly. To run the health check:

  1. Navigate to the Advanced diagnostics view.
  2. Select Health Check.

To update the health check status, select Refresh Health Check.

Screenshot of the Health Check view showing that the completed device and policy tests passed.

Network and hostname traffic

This function allows users to capture information about their network and hostname traffic. A good practice is to start the traffic capture, reproduce the issue, and then stop the capture. To capture network and hostname traffic:

  1. Navigate to the Advanced diagnostics view.
  2. Select Network and hostname traffic.
  3. Select START.
  4. Reproduce the issue.
  5. Select STOP to stop capturing network and hostname traffic.

To review the captured traffic, go to the NETWORK and HOSTNAME tabs.

To download the captured traffic to share with Microsoft Support, select DOWNLOAD.

Screenshot of Network and hostname traffic view showing a list of sample network traffic.

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