I can't access Venn.

• Confirm that the user is logging in the right way and has the correct credentials.
• Confirm that the user has a stable internet connection.
• Confirm that the user is passing all required Security Compliance Checks.
• Confirm that the device meets Venn's System and Software requirements.
• Some Antivirus or Security Software may prevent access to Blue Border. Follow these instructions to configure antivirus and security software to exclude necessary file paths, executables, and processes in order to allow Blue Border to function seamlessly.
• Check to see if when or where the user is accessing Venn conflicts with their key user permissions, including Allowed Countries, Time-based access rights, and IP-based access rights.
• If the user is connecting from an office, ensure that you have implemented Venn’s Network Requirements.
• Try exiting the Workplace app and restarting the computer.

My device is failing a Security Compliance Check.

• Follow the remediation instructions for each check here.
• If needed, you can create a temporary Device Policy Override for the user to allow them to access Blue Border in the meantime.

Applications open in Venn are slow/not working well.

• Venn will not work well on devices with unsupported hardware or an unsupported Operating System. Confirm that the device meets Venn's System and Software requirements.
• Some Antivirus or Security Software may interfere with Blue Border, causing performance issues, application errors, or restricted functionality. Follow these instructions to configure antivirus and security software to exclude necessary file paths, executables, and processes in order to allow Blue Border to function seamlessly.
• Excessive resource utilization may cause slowness. Check the device’s current CPU and Memory usage via Task Manager on Windows or Activity Monitor on Mac and try quitting apps or processes to alleviate the issue.
• Check if the computer is slow outside of Blue Border. If applications are slow or not working well outside of Blue Border, the issue is with the device itself. Work with your IT team to troubleshoot the issue as needed.
• Try exiting the Workplace app and restarting the computer.
• Disable any startup applications that are not needed.
• If the user is on a new machine, remove any preinstalled bloatware.

I can't access any websites or apps in Blue Border.

• Confirm that the user has a stable internet connection.
• Some Antivirus or Security Software may interfere with Blue Border, causing performance issues, application errors, or restricted functionality. Follow these instructions to configure antivirus and security software to exclude necessary file paths, executables, and processes in order to allow Blue Border to function seamlessly.
• Try exiting the Workplace app and restarting the computer.

I can't access a specific app in Blue Border.

• Ensure that the app is installed on the computer.
• Confirm that the user is logging in to the app the right way and has the correct credentials.
• Confirm that the app has been assigned to the user.
• Check if the app can be opened and works outside of Blue Border (by launching it from the Start Menu or Desktop on Windows or from Finder, the Launchpad, or the Dock on Mac, not the Venn Launcher). If it is not working outside of Blue Border, the issue is with the app itself. Work with the software vendor to troubleshoot issues with the app if needed.

My app settings aren't loading in Blue Border (e.g., browser bookmarks, Outlook folders, app configurations).

• The first time that you launch each work app from Workplace, Venn creates a unique profile for the app on the Venn Disk, a virtual, encrypted, local profile store, only accessible through user authentication into Venn. Because you are opening the app with a unique work profile that is separate from any existing personal profile you might have, your settings and preferences will not carry over. It will be like you are opening the app for the very first time after installation.

• If you have previously used your browser for work, you can copy over your bookmarks:

  • You can sign in to your existing Google Chrome or Microsoft Edge profile to sync your bookmarks and history if authorized by your company.
  • You can export bookmarks from an existing browser profile and import them into your browser profile in Venn following these instructions.

I can't access a specific website in Blue Border.

• Check your company's Web Proxy Policy to confirm that the URL is not being blocked. Make sure you look at the Default Policy and any Overrides.
• Check your company's Web Filtering Policy to confirm that the domain is not being blocked. Make sure you look at the Default Policy and any Overrides. Keep in mind that domains can be blocked by Category. 
• If you are restricting access to the website:
  • Confirm that the user is logging in the right way and has the correct credentials.
  • Check to see if the appropriate PCG IP addresses have access. 

I can't open links in Blue Border.

• Ensure that the user has a Venn-supported browser installed (Google Chrome or Microsoft Edge).

I can't log in to Microsoft 365 or Google Workspace in Blue Border.

• Confirm that the user is logging in the right way and has the correct credentials.
• Check your company's Account Access Data Loss Prevention Policy to confirm that the action is not being blocked. Make sure you look at the Default Policy and any Overrides.

I can't take certain actions in Blue Border (copy/paste, move/upload files, screen share/capture, print, etc.).

• Check your company's Data Loss Prevention Policy to confirm that the action is not being blocked. Make sure you look at the Default Policy and any Overrides.
• Check if the action can be taken outside of Blue Border. If it is not working outside of Blue Border, the issue is with the device, a connected peripheral (such as a printer), or the application itself. Work with your IT team or the software vendor to troubleshoot the issue as needed.

I can't find work my files.

• Ensure that the user is opening Finder or File Explorer from the Venn Launcher, not from the Start Menu or Desktop on Windows or from Finder, the Launchpad, or the Dock on Mac.
• Any files that the user saves directly on the main V: Drive (Venn Disk) on Windows devices may be subject to data loss in the case of hard disk failures or if the Workplace app is uninstalled from the device. Files should only be saved within your company-provided cloud storage (e.g., OneDrive, Google Drive, or Workplace Drive) on Venn Disk to ensure that they are backed up in your cloud storage system. Venn Disk (V:) Drive itself is not synced to any cloud storage and files should never be saved directly on the main V: Drive.