Netcentric MoDM FAQ and Common Error Messages - Wiki - MobiDM

Frequently Asked Questions (FAQ)
and Common Error Messages
Netcentric Mobile Device Management (MoDM)
T-Systems International GmbH
Date: February 17, 2012

Editorial details
Published by
T-Systems International GmbH
Document name MoDM_FAQ and Common Error Messages.docx
Version 1.0
Status
final
Copyright © 2012 by T-Systems International GmbH, Frankfurt am Main
All rights reserved, including the right to reprint excerpts, the right of photomechanical
reproduction (including microcopying) and the right to use in databases and similar
configurations.
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Contents
Editorial details ................................................................................................................... 2
Contents .............................................................................................................................. 3
1 FAQ Navigator ......................................................................................................... 4
2 General Questions .................................................................................................. 6
3 End Users ................................................................................................................ 7
4 iOS specific questions ............................................................................................ 9
5 Android specific questions .................................................................................. 10
6 Common Error Messages ..................................................................................... 13
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1 FAQ Navigator
General Questions
• Upload an IPA file in the portal?
• How do I change the OS for an entire group?
• What ports do Afaria/Netcentric MoDM use?
• Why do I get the error „session key invalid“?
• What do the device status icon colors mean?
End Users
• I cannot connect because there is an issue with the SSL certificate.
• My device locks up or is extremely slow.
• I changed settings of my device on the Netcentric MoDM portal, however the
changes don't appear on the device.
• How can I change as a user the password of my Netcentric MoDM account?
• How can I remove all data from my device in case of lost or stolen device?
• What is the difference between Remote Wipe and Partial Wipe for iOS devices?
iOS specific questions
• When enrolling an IOS device I get an error message with the code 300.
• When enrolling an IOS device I get an error message with the code 406.
• When enrolling an IOS device I get an error message with the code 500.
• When enrolling an IOS device I get the error message „Profile Failed to Install. The
new MDM payload does not match the old payload.“
• In order to use iOS devices in the portal, I need an APNs certificate. How can I
acquire this certificate?
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Android specific questions
• What are the possible ways to start the enrollment process on an Android device?
• What does the “MobiDMseed.xml” do?
• Why does the MobiDMseed.xml start downloading automatically?
• Do I need a Market account?
• What happens if a user declines the MobiDM or Afaria client access to the device?
• When the MobiDM client is opened it does not show the server address or
username, how is this possible?
• I get the following error on my device: A network error has occurred. Retry or cancel
and return to the previous screen. What should I do?
• When I click on “Step 2. Download the MobiDM app” my device does nothing, what
should I do?
• Why does the Afaria client ask for my password when I have already entered it and
have been successfully connected before?
• When I try to enroll I get the following message: “Your device has been wiped”. Use
the self service portal to reset your account to be able to login again.
• Why do my apps not show up in the MobiDM app?
• Does Android automatically update the portal settings or do I need to trigger a
connection after changes?
Common Error Messages
• Message: The operation timed out.
• Message: The server name or address could not be resolved.
• Message: Attempt to activate user failed. Please check the username and password
and try again.
• Message: The server returned an invalid or unrecognized response.
• Message: Your connection failed due to an SSL certificate issue. Please contact
your System Administrator.
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2 General Questions
• Upload an IPA file in the portal?
We allow a maximum IPA file size of 10MB.
• How do I change the OS for an entire group?
You can change the Operating System of an entire group by selecting the desired group in
the group management screen and clicking on "Group settings". When you click on "Set
OS" the window on the right side of your screen will allow you to change the Operating
System.
Warning: Using this Group-action is overwriting the operating system for all device in this
group and can not be undone.
• What ports do Afaria/Netcentric MoDM use?
The following ports need to be opened to ensure a correct working of Afaria/Netcentric
MoDM:
http: 80 Portal (forward to https)
https: 443 Portal/DM/Afaria
TCP: 5223 Apple Push Notifications
• Why do I get the error „session key invalid“?
A session will expire after a set amount of time, after this you will get the error "session key
invalid" whenever you try to do something in the portal. Log out and log in again to solve
this.
• What do the device status icon colors mean?
Red means the device has not been connected for more than 30 days
Orange means the device has not been connected for more than 14 days
Green means the device has had a connection in the last 13 days
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3 End Users
• I cannot connect because there is an issue with the SSL certificate.
Test the connection to the internet by opening a website on the device. Should this be
unsuccessful, check the connection settings. Set time and date correctly.
• My device locks up or is extremely slow.
Some device-configurations might conflict with Netcentric MoDM due to lack of available
memory or other bad-behaving software.
For Windows Mobile devices:
Try limiting the amount of e-mails and the size of downloaded attachment. Downloading
and storing lots of items and large attachments consume extra time and CPU-power during
the encryption process. An administrator can change the necessary settings (for Exchange)
in the Netcentric MoDM portal, using a configuration task:
o
o
o
o
create a configuration task or open an existing one
select the tab 'Exchange'
limit the number of days to sync for e-mail, a good value would be 5 days.
limit the size of attachments, a good value would be 200 KB
• I changed settings of my device on the Netcentric MoDM portal, however the
changes don't appear on the device.
A synchronization between Netcentric MoDM portal and device takes place every few
hours. The device needs to have an Internet connection.
For iOS devices the synchronization is triggered from the portal and will be executed
immediately when the device has an Internet connection.
• How can I change as a user the password of my Netcentric MoDM account?
If you require as a user a password change please contact your administrator.
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• How can I remove all data from my device in case of lost or stolen device?
Log in to your User Self Portal (with username and password), select the tab “Remote
Wipe” and click “Wipe the device” or “Partial Wipe the device” button (Partial Wipe only
available for iOS devices).
Keep in mind the "Remote Wipe/Partial Wipe" can only be executed if the device has a
network connection through the SIM card, so make sure you do this before you have the
SIM card blocked by your provider.
• What is the difference between Remote Wipe and Partial Wipe for iOS devices?
Remote Wipe will erase all data on the device and reset it to factory defaults.
Partial Wipe only removes the trust by removing the payload and for iOS 5 devices all apps,
which have been installed from the Personal Enterprise App Store.
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4 iOS specific questions
• When enrolling an IOS device I get an error message with the code 300.
This means that the device still has an active connection with another user in Afaria. Please
contact your administrator.
• When enrolling an IOS device I get an error message with the code 406.
This means that the web session is expired. Refreshing or restarting the web browser
should fix the problem.
• When enrolling an IOS device I get an error message with the code 500.
This means the user is not correctly created in the database. Changing the OS to unknown
and back to the correct OS version of the device should fix the problem. If not please
contact your administrator.
• When enrolling an IOS device I get the error message „Profile Failed to Install. The
new MDM payload does not match the old payload.“
A provisioning profile is already present on the device, delete it and try again.
• In order to use iOS devices in the portal, I need an APNs certificate. How can I
acquire this certificate?
An APNs certificate is a requirement from Apple inc. and needs to be uploaded to the portal
by the customer administrator.
Please see document „Generating and installing an APNs certificate for iOS“ available on
Wiki in order to learn how to acquire an APNs certificate.
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5 Android specific questions
• What are the possible ways to start the enrollment process on an Android device?
There are 3 different ways, enrollment by sms, enrollment by email or manual enrollment by
browsing to the login URL (http://modm.t-systems.com/start). In the last case the user
credentials have to be entered manually.
• What does the “MobiDMseed.xml” do?
The “MobiDMseed.xml” contains the server address and username to get access to
Netcentric MoDM. The MobiDM client will automatically use the server address and
username.
• Why does the MobiDMseed.xml start downloading automatically?
This is done to make sure the seed.xml is available on the device before the MobiDM client
is started. The seed.xml is downloaded automatically 3 seconds after the user logs in on
the browser or when the user clicks on “Step 1. Download configuration” in the displayed
browser window.
• Do I need a Market account?
Yes, Android requires you to use a Market account before you can download apps such as
the necessary MobiDM and Afaria apps. If you do not have one yet a popup will appear
once you try to download the MobiDM app requesting you to enter or create an account.
• What happens if a user declines the MobiDM or Afaria client access to the device?
If the device enrollment isn’t executed in a proper way, the device can not be managed by
Netcentric MoDM. Therefore the user must accept the “Allow access from the MobiDM
client” and also for the Afaria client.
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• When the MobiDM client is opened it does not show the server address or
username, how is this possible?
If the server address and username are blank the MobiDMseed.xml is either not on the
device or it was not correctly picked up by the MobiDM client. This can happen when the
user starts the download of the client very fast so it skips the Seed download. Forcing a
stop of the MobiDM client in “Manage Apps” on your device and starting it again will fix this
issue.
• I get the following error on my device: A network error has occurred. Retry or cancel
and return to the previous screen. What should I do?
Whenever the device is linked to the Android market sometimes a connection error is
shown, this is caused by the Market itself and is unfortunately unavoidable. Restarting the
current installation solves this problem in most cases.
• When I click on “Step 2. Download the MobiDM app” my device does nothing, what
should I do?
Sometimes when clicking the “Step2. Download the MobiDM app” in the browser nothing
will happen, the browser being temporarily unresponsive probably causes this. Retrying to
download the app usually solves this problem. Try to open an alternative web site and
check if you have Internet connection.
• Why does the Afaria client ask for my password when I have already entered it and
have been successfully connected before?
When connecting in the Afaria client with correct credentials filled in, sometimes the
message “the client cannot be authenticated” is given and the connection halts. This is a
known Afaria client issue, re-entering the password in the configuration screen and then
connecting again will solve this problem.
• When I try to enroll I get the following message: “Your device has been wiped”. Use
the self service portal to reset your account to be able to login again.
This happens when you try to enroll a device that has been remote wiped. If you see this
error message please start the re-enrollment in your Self Service Portal in the following
way: Changing the type of operating system (OS) to “unknown” and back to the correct OS
version and start the enrollment. If this should not fix the problem please contact your
administrator.
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• Why do my apps not show up in the MobiDM app?
The apps will show up after a connection with the MobiDM app has been made. Use the
Android menu key to bring up the menu and click on connect. Your apps should appear
after that.
• Does Android automatically update the portal settings or do I need to trigger a
connection after changes?
Both the MobiDM client and the Afaria client have a built in "heartbeat" that will connect the
device to our servers. These refresh every 2 hours and 24 hours respectively. This means
they will update on a regular basis assuming there is an active connection on the device.
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6 Common Error Messages
• Message: The operation timed out.
Cause: There is no active connection to connect to the Netcentric MoDM server.
Solution: Test the connection to the internet by opening a website on the device. - Should
this be unsuccessful, check the connection settings of the device.
• Message: The server name or address could not be resolved.
Cause: There is no active connection to connect to the Netcentric MoDM server.
Solution: Test the connection to the internet by opening a website on the device. Should
this be unsuccessful, check the connection settings.
• Message: Attempt to activate user failed. Please check the username and password
and try again.
Cause: Access to the device is trying to be granted with an incorrect username and
password sequence.
Solution: Check the username and password and try again.
• Message: The server returned an invalid or unrecognized response.
Cause: In most cases, the device uses a Proxy server to connect to the internet. The port
used for this connection (tcp 8018) for https connections is usually denied by most Proxy
servers.
Solution: Remove Proxy server from the settings and try again.
• Message: Your connection failed due to an SSL certificate issue. Please contact
your System Administrator.
Cause: There is no active connection for the Netcentric MoDM server or the time and date
settings are incorrect.
Solution: Test the connection to the internet by opening a website on the device. Should
this be unsuccessful, check the connection settings. Set time and date correctly.
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