“This door is locked” when accessing Hub Services through the VMware Workspace ONE UEM console

Upon enabling the Hub Services within Workspace ONE UEM console, I proceeded to GROUPS & SETTINGS > Configurations. Then, I searched for Intelligent Hub and clicked on LAUNCH. Afterward, I received the message stating that “This door is locked – You are not authorized to access this resource. Contact your IT administrator if you have received this message in error.

Workspace ONE Hub Service - Google Chrome 2020-061-

Separately, I received the error ‘Something went wrong.’ upon completing device enrollment with VMware Intelligent Hub also after enabling Hub Services.

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I was bewildered by this message since my account has the same level of access as my other environment which is Console Administrator. Upon working with VMware technical support, I was advised that Hub Services was not configured properly. To support this claim, we went to Hub Services in Workspace ONE Access (formerly known as IDM) under Catalog > Hub Configuration and clicked on Launch.

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VMware Workspace ONE - Google Chrome 2020-06-18 12

Under System Settings, there was nothing there! Not surprisingly, clicking SHOW DETAILS next to API Certificate under UEM Integration was empty as well.

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Now take a look at the same section in another environment where Hub Services are configured properly.

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To resolve this issue, VMware support suggested to re-configure Hub Services. Before I do, however, I pointed out that my other environment has not had Hub Services enabled in the Workspace ONE UEM console. Yet, I could see the information in the Workspace ONE Access console. How is that possible?

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VMware support has yet to provide a definitive answer other than possible API corruption. With no end in sight, we decided to move forward with re-configuring Hub Services to see if it resolves the issue.

To reconfigure Hub Services in VMware Workspace ONE UEM console, go to GROUPS & SETTINGS > Configurations. Then, search for Intelligent Hub and click on the link.

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Next to the Hub Services URL, click RECONFIGURE.

1Groups & Settings _ Configurations - Google Chrome

Before clicking CONTINUE, be sure to review the link (or click on the link topic within this prompt) to understand the possible impact.

Reconfiguring Your Workspace ONE Access Cloud Instance to use Hub Services

2Groups & Settings _ Configurations - Google Chrome

Fill in the Cloud Tenant URL, Username, and Password to establish communication with your Workspace ONE Access environment. Then, click TEST CONNECTION to confirm all is well and click SAVE.

624Groups & Settings _ Configurations - Google Chrome

Oh, dear. I’m not able to save it at all. Surprisingly, clicking CANCEL returns to the page as if Hub Services were never configured.

6241Groups & Settings _ Configurations - Google Chrome

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Also under GROUPS & SETTINGS > All Settings > System  > Enterprise Integration > VMware Identity Manager (or Workspace ONE Access), I see the CONFIGURE button which means the Service Trusts between Hub Services and UEM console is no longer configured.

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I then went back to Hub Services in Workspace ONE Access (formerly known as IDM) under Catalog > Hub Configuration and clicked on Launch.

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VMware Workspace ONE - Google Chrome 2020-06-18 12

Under System Settings, once again there was nothing there! This convinces me that a critical step might have been missed before Hub Services could be enabled successfully within the VMware Workspace ONE UEM console.

Workspace ONE Hub Service - Google Chrome 2020-06-23 00.28.19

Per VMware support, most likely the order of steps taken to enable the Hub Services was incorrect. Before activating Hub Services directly, we should first configure Service Trusts between Hub Services and UEM console by going to GROUPS & SETTINGS > All Settings > System  > Enterprise Integration > VMware Identity Manager (or Workspace ONE Access). Then, click on Configuration.

1Workspace ONE UEM Console - Google Chrome 2020-05-

Click CONFIGURE to continue with the configuration.

Workspace ONE UEM Console - Google Chrome 2020-05-12 00.07.44

Fill in the Tenant URL, Username, and Password. Then, click TEST CONNECTION to confirm all is well and click SAVE.

Workspace ONE UEM Console - Google Chrome 2020-05-12 00.12.01

The remaining step is to activate Hub Services by going to GROUPS & SETTINGS > Configurations. Then, search for Intelligent Hub and click on the link.

Groups & Settings _ Configurations - Google Chrome 2020-05-10 23.59.59

As an alternative, you can also click on the 9 dot icon on the upper right-hand corner and then click Workspace ONE Hub Services.

6Groups & Settings _ Configurations - Google Chrome

Click on the GET STARTED button.

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Hub Services should already be configured. Go ahead and review the Tenant URL and click YES to continue.

Groups & Settings _ Configurations - Google Chrome 2020-05-11 00.02.40

Upon activation, here’s what you will see. Go ahead and click on LAUNCH.

bGroups & Settings _ Configurations - Google Chrome

Viola! No more “This door is locked” error message. I also don’t get the error ‘Something went wrong.’ upon completing device enrollment with VMware Intelligent Hub. Mission accomplished.

Workspace ONE Hub Service - Google Chrome 2020-06-28 23.50.17

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