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cannot perform a device check-in

DC
Daryl Cox
Isotrak Ltd

Afternoon everyone.

i have an issue with Mobicontrol in that it will not let me request a check-in to any device.

we are on version 15.1.2.1035 and it in on premise.

a few months back we paid for SOTI to migrate our server to Azure and since then i cannot get any device to check-in

also not sure if its related but if a change or create a package this is not immediately pushed to the devices, i believe the only time the devices actually update is when they request a check-in themselves which is currently set to every 2 hours

any advice on what to check is much appreciated

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

What  platform(s) of devices do you have enrolled onto the server?  What OS/firmware version are these devices running?

DC
Daryl Cox
4 years ago

 Morning Raymond, all the devices are android ranging from 5.1 to 10

J
JCMOD@SOTI
4 years ago (edited 4 years ago)

Hi Daryl,

Thank you for requesting a response from SOTI Support Staff.

I suggest you raise a Support Case via support@soti.net / support.eu@soti.net. Also, ensure you CC in your Professional Services contact along with any reference numbers you have.

In the meantime, to troubleshoot this issue further you can collect HAR Logs (Chrome -> F12 -> "Preserve log" -> Reproduce Issue). Then look for the error within the har screen and match that up with Verbose MS/DSE Logs (MCAdmin -> Log Settings -> Ensure Verbose -> Then View Log / C:\ProgramData\SOTI). Then you should see the error and also include it in your Support Case along with the HH:MM:SS timestamp of the error and the log files.

In addition to the above, if you can record your screen and provide that too, it'll be very helpful.

Regards,

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