Device Plugin update failed

N
Nico
Transgourmet Deutschland GmbH & Co. OHG

Hello,

I have the problem, that any our plugins won't update anymore, if I click "Update".

How I can fix it?

Best regards

3 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
3 years ago

From your web-console, download various server log files to check if there is any warning/error message with more details for narrowing down the cause of your problem.

N
Nico
3 years ago

Where I can download this logs?

RC
Raymond Chan Diamond Contributor
3 years ago

Select System Settings->Server, and go to the pulldown menu by clicking the HELP button (beside the user account name) near the top-right corner. There are three menu items related to DS, DSE & MS server log files.

N
Nico
3 years ago

I found this in MS Log.

[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (232): Failed to retrieve android agent info from ADS: Huawei ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Samsung ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: BQ ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (232): Failed to retrieve android agent info from ADS: Zebra ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Elo Touch ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: LG ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (143): Failed to retrieve android agent info from ADS: Motorola ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Datalogic ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: Lenovo ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (143): Failed to retrieve android agent info from ADS: Handheld Group ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: Bluebird ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Honeywell ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Panasonic ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: Seuic ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (143): Failed to retrieve android agent info from ADS: Intermec ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: M3 Mobile ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (232): Failed to retrieve android agent info from ADS: Sony ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:49.490] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android agent info from ADS: Android Enterprise ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:50.490] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c2369632474 from deployment server.
[2022-11-18 08:31:51.209] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962303e from deployment server.
[2022-11-18 08:31:51.365] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962c762 from deployment server.
[2022-11-18 08:31:51.568] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962fdfb from deployment server.
[2022-11-18 08:31:52.303] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (28): Failed to un-map offline device 0c236962fed1 from deployment server.
[2022-11-18 08:31:55.334] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962ff01 from deployment server.
[2022-11-18 08:31:55.849] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (168): Failed to retrieve android agent info from ADS: Cipherlab ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:55.959] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (29): Failed to retrieve android plugin info from ADS: ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:31:56.084] ERROR [General] [954cb141-0c1a-4845-9471-3086b0e3e7ab] (136): Failed to retrieve android plugin info from ADS: ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:32:00.194] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c2369632474 from deployment server.
[2022-11-18 08:32:02.444] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (28): Failed to un-map offline device 0c236962fed1 from deployment server.
[2022-11-18 08:32:03.741] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962fdfb from deployment server.
[2022-11-18 08:32:06.366] ERROR [DeploymentServer] [1ddbe4d9-9826-48d5-9f17-2d12098c5331] (107): Failed to un-map offline device 0c236962ff01 from deployment server.
[2022-11-18 08:32:10.022] ERROR [General] [13a94cfd-492e-4b0c-918a-2699b6288cf5] (143): Failed to retrieve android agent info from ADS: Samsung ADS returned: 500 (Internal Server Error) (UnknownError)
[2022-11-18 08:32:10.022] ERROR [General] [13a94cfd-492e-4b0c-918a-2699b6288cf5] (143): Failed to retrieve agent data from ADS for manufacturer 'Samsung': ADS returned: 500 (Internal Server Error)
[2022-11-18 08:32:10.022] ERROR [General] [13a94cfd-492e-4b0c-918a-2699b6288cf5] (114): 

********************************************************
* Exception: ADS returned: 500 (Internal Server Error) *
********************************************************
[AndroidAgentsAndPluginsException: ADS returned: 500 (Internal Server Error)]
   at Soti.MobiControl.AgentDeliveryService.Implementation.AgentManufacturerService.<GetFilteredManufacturers>d__26.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Soti.MobiControl.AgentDeliveryService.Implementation.AgentManufacturerService.HasOutdatedAgent()

********************************************************

And I have new problem with the agents, I don't see any agent anymore!

K
KCMOD@SOTI
3 years ago

Hello Nico,

Thank you for posting on SOTI Central!

Please confirm, is your instance hosted on-premise or on cloud?

Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net

N
Nico
3 years ago

Hi,

It's hosted on-premise.

Regards

Nico

K
KCMOD@SOTI
3 years ago

Hello Nico,

Thank you for your reply.

Please confirm the MobiControl version you are currently running?

Also, have you upgraded your MobiControl instance recently?

Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net