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Azure server not accessible

LK
Lukasz Kukulka

Hi, 

I wonder if anyone is experiencing the same issue as me. 

We as a business manage multiple MobiControl instances for our customers ( AWS, AZURE )

We have one particular Azure server that cannot be accessed at least once a week and an error is displayed on the login page. This is slowing devices down as they are trying to reach DS which is down. 

We have changed the intervals on Retry Connection to 5 minutes but no improvement. 

SOTI Support has been contacted but the ticket is open for 2 months and this is still happening. 

Any suggestions will be appreciated. 

Deployment server azure
2 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
2 years ago

Is your company using MobiControl cloud instances, or  did you install and host your own MobiControl server instances on AWS/Azure with your own AWS/Azure account?

What the the version and build numbers of the MobiControl server instances?

Exactly what error message(s) did you get when you failed to log in?

The fact that you temporarily cannot log in to the web-console does not necessarily mean that your devices cannot access the deployment server.  Did you collect any log files or other proof that the deployment server was down.  Is it possible that the problem is related to reliability/configuration of  AWS/Azure infrastructure rather than with MobiControl itself?

LK
Lukasz Kukulka
2 years ago

Hi Raymond, 

Thank you for your reply. 

This is cloud instance version 15.3 in the process to upgrade to the latest one. 

When trying to access instance we have below error and no login/password fields are visible

Agent Status on the devices states "Connected, waiting for server response" which will indicate Deployment server out. 

RC
Raymond Chan Diamond Contributor
2 years ago

As your instances are MobiControl cloud instances, Soti support team should handle your problem directly.

Without more information, I cannot be sure whether some of my customer's recent web-control log-in problems on upgraded MobiControl v15.5+ on-premises servers had the same causes as in your cases.    In my cases, I got official answer from Soti support team a couple of weeks ago to perform some operations on some data tables (e.g "dbo.MSinfo") in the MobiControl database on the MS SQL server.  I was told that this approach has been used to solve over 90% of similar log-in related  support cases on MC v15.x  in the last few months.  Maybe you can mention this to your Soti support personnel, and they should know what the approach is about, and can determine if the approach is relevant to your case.

(To anyone who read this post, please be warned NOT to casually modify any of your MoibControl database table entries directly without getting all the required details from official Soti support source, especially on production/mission-critical Mobicontrol server instance managing large number of devices other devices not dedicated for test purposes.  Any improper changes may, in the worst case, result in all enrolled devices getting out-of-control and subsequently require full device-recalls and possibly factory-reset and/or re-enrollment of each device.)

LK
Lukasz Kukulka
2 years ago

Hi All, 

If anyone has the same problem as I had, please speak to SOTI Support and ask to upgrade instance to version 15.6.

Since upgrade no issue with cloud instance

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