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Issues with Time Synchronization on Ascom Myco 3 Devices

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ÖC
Ömercan C.
Spital STS AG

Hello
Currently, we have some Ascom Myco 3 devices that inexplicably lose their timezone. This is also shown to me in the logs, but unfortunately Soti doesn't correct this automatically.

At the moment, the SNTP/NTP option is selected in the time synchronization settings, but even the variant with the deployment server doesn't work. The only solution appears to be switching to the deployment server first, then reconfiguring SNTP/NTP, performing a check-in, and then it works again. We also use devices from Samsung, Lenovo, and Zebra, all of which work flawlessly. I don't know why the Soti doesn't correct automatically the time on Ascom Myco 3 devices. Do you have any experiences or suggestions, like a script command, for example?

Soti Server version: 15.6.3.1018
Device: Ascom Myco 3 Cellular Wi-Fi EU
Device OS: Android 10
Agent version: 15.4.3.1054

Thank you

timezone
2 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
2 years ago

I assumed you are using Android Enterprise device agent running in managed-device mode on all your test device models, and they are all using the same AE device agent and the devices are all in the SAME device group, and managed by the SAME time-sync advanced configuration policy in your tests.  Please clarify if otherwise.

Have you double-checked to confirm that the Ascom devices have same access/connection to  the designated NTP/SNTP server as Samsung/Zebra/Lenovo devices? 

Are your test repeatable and CONSISTENT for same model+firmware version of each device brand or you just test on 1 device for each model? 

Are there other differences (e.g. firewall in settings, app permissions granted, actual wireless/wireline connection used, etc.) that cause different results.

Finally, even if everything for the tested models are confirmed to be the same, I can't rule out the possibility that your particular ASCOM model just consistently doesn't work, which may be due to incompatible/missing OEM specific AE plug-in, buggy device firmware, etc.  In such cases, Ascom technical support should  be contacted to confirm the cause of the problem (possibly the same within other MDM/EMM solutions), to to see if they need to work on any fix in their device firmware and/or AE plug-in.    

ÖC
Ömercan C.
2 years ago

Hello Raymond, thank you for your feedback.
I can briefly summarize the case: Yesterday, suddenly 5-10 Ascom Myco devices were displaying the wrong time. This was also recorded in the logs of the Soti Console, but no automatic correction occurred. This problem has occurred several times before, for example, two months ago. Each time, several devices were affected, but exclusively Ascom Myco 3 devices. It seems that the devices suddenly lose their time settings. We are using both Samsung and Ascom devices, which are identically configured. With both types, the connections, firewall settings, and setup are exactly the same except for the manufacturer, and the Samsung devices are functioning flawlessly. The Zebra and Lenovo devices are configured a bit differently but also work flawlessly. What's also noteworthy is that when I redistribute the time settings, the time zone gets corrected. As you already mentioned, I must probably have to get in touch with Ascom...

RC
Raymond Chan Diamond Contributor
2 years ago

Based on your clarifications in the last post, the following actions may be taken:

1. If you look into the server or Samsung/Lenovo device log files for time synchronization related items corresponding to time mismatch/readjustment and find some time pattern, you maybe able to narrow down the time periods in the server/device log files for your problematic Ascom devices (as  discussed in the following points).  Please note that the ideal situation is that log levels of the MobiControl servers, or of the device agents have all been configured to have more details captured. 

2. Check the device log files of problematic Ascom device for any time-synchronization related items.  Pay special attention to time period(s) identified from suspected error/event pattern found in step (1).  The information may provide leads to further narrow down the debug process. 

3. Configure your devices and MobiControl server such that the log information for FUTURE similar event(s) can be captured with sufficient details to identify the real culprit of the problem.

A
AMMOD@SOTI
2 years ago

Hi Ömercan,

Thank you for your contribution to SOTI Pulse. We greatly appreciate your active participation. We also extend our gratitude to Raymond for promptly addressing your post and offering valuable assistance.

Have you had the chance to put Raymond's suggestions into practice, and did they effectively resolve your query? 

If you haven't had the opportunity to try these solutions or if you have any additional questions or concerns, please don't hesitate to get in touch. We are committed to providing the support and assistance you need.

If you are still encountering the time zone issue on your Ascom Myco devices, we recommend opening a SOTI support ticket. This will allow us to investigate into the device-level logs and identify the underlying cause of the unexpected time settings change.

Kind regards,

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

ÖC
Ömercan C.
a year ago

Hello 

After several months, I was able to identify the cause:
When the agent upgrades for the Myco 3 devices are released but not yet installed, the time is not corrected. If the agent is updated, the time is automatically corrected.

Solution

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