Magnet Forensics Verakey AppLogic Error AND How to Fix It

A couple of months ago, I flew out to a client site to conduct some iPhone extractions on-site. Unfortunately, I ran into some problems, and I'm here to share what I learned so you can fix your problems faster.

I did all the things to prepare, including lots of communication with the client. I made sure the iPhones were supported. I updated my Verakey before I left the office. I updated the Verakey the night before while in the hotel. 




I arrive on site, and of course, there is another update for the Verakey. The update is downloading, downloading, downloading, and that's when it happens... AN ERROR, and now I have a weird purple light on the Verakey. It's still connected to the Internet, so I do what any good forensic examiner would do. I reboot the Verakey. I get logged back in and here is the dreaded error messages that I am still seeing...


THE APPLOGIC PACKAGE IS MISSING. 

If you've ever watched your Verakey update, you know this is the component that is constantly getting updated. Magnet Forensics pushes out updates as soon as they're ready, so there isn't a release schedule, which is a good thing and a bad thing... right? It's good because they aren't making you wait until the first Tuesday of the month to get support for more devices. It's bad because you never know when you'll have to download an update before you can move on to extractions.

Did I mention it's pretty early in the morning? I logged into the support portal, and I don't see anything that I can download for the Verakey. I call support, and there isn't an answer. I think I tried the chat, and there was a wait. So I reach out to some very helpful people I know, and they send me in the right direction. First, I headed over to https://my.grayshift.com, and after logging in, I headed over to software updates. This site gives you the ability to download offline software updates for the OS. I downloaded the most recent version. Then I head back to the Verakey, and within the manage there is an option to upload software, so I uploaded the offline OS software I updated. After the upload and a reboot I'm still not seeing a green light. Alas, I still have the same Applogic error message. UGH.




I head back over to the chat support and this time I'm connected to an agent immediately. He has to provide me with a new download to fix the Applogic. I confirmed there is nowhere else that I can download this. Support has to provide this file. If you have a Graykey, it sounds like you may be able to download this yourself, depending on your licensing, but it is NOT an option for the Verakey.

I downloaded the blob file from support and got my Verakey updated. The Verakey reboots, and I see a yellow light. This is progress. I think I'm all clear... But now I have to wait for another AppLogic update to be downloaded, like usual. Ugh. Eventually, the download completes, and I have the much anticipated Green Light.




It took almost two hours for me to get this fixed while I'm sitting on site, with the client waiting. It was over an hour jsut waiting on that AppLogic download.

So if you ever get an AppLogic error, head straight over to http://support.magnetforensics.com and start a chat session to have the agent provide you with the AppLogic file you'll need to upload. Then be prepared to wait for the AppLogic to download.


There's nothing worse than being on site with all eyes on you and having something break. But here's what I did differently at my next on-site extraction:
  • Connected the Verakey to the Internet one more time two hours before heading over to the client site. You know what, there was another update even though I had just updated the night before, so I'm glad I made this choice.
  • I conducted the extractions at the law office, so I made arrangements to arrive 30 minutes before the clients were scheduled to arrive with the phones. This gives me additional time to get one more update downloaded while no one is sitting there waiting for me.
  • I also probably overcommunicated that there is no way to know how long the extractions will take, and if they'd like to wait, they should not make any other plans for the day.
  • I connected the Verakey to my hotspot. I no longer try to connect to the guest WiFi on site. I find it to be unreliable. You never what it's blocking and when it will drop. Just remember to leave your phone behind if you have to step out...

Good luck with your next on-site extraction. May it go smoothly, and may you avoid slow downloads, disconnects, and error messages.








Location: Lincoln, NE, USA

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