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Enrollment Error

Solved
S
SteeveP
Sogesma/Logesma

Hi there,

We trying to re-enroll device that were supposed lost or broken (and so deleted)

Devices are both MEMOR 10 (Datalogic)

But keep getting error and those message in DS

2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] [607] Comm.Client.334751: Device check-in: 352393110130427
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] Device [352393110130427] Enter AutoConfigureDevice().
2023-04-26 08:30:46,232 (0x00012a9c) [ERROR] No Device found with device Id: 352393110130427
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] [CCommDeploymentSrvWorker::AutoConfigureDevice]: Device[352393110130427] get device info from database(). 
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] UpdateDeviceInfoFromSnapshot: ID [352393110130427] IP [10.10.20.103] Online status [online] Device is [NOT iOS device] and [NOT enrolled]
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] [CCommDeploymentSrvWorker::AutoConfigureDevice]: Device [352393110130427] is either a New or a Re-enrolling device. 
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] [607] Comm.Client.334751: ProcessAutoConfigureDevice: device class [62580aaa-ae23-459b-b6d7-ba5136955d2f] id [352393110130427] name [AndroidPlus %AUTONUM%]
2023-04-26 08:30:46,232 (0x00012a9c) [ERROR] ProcessAutoConfigureDevice: Unknown Android Samsung device class [62580aaa-ae23-459b-b6d7-ba5136955d2f]
2023-04-26 08:30:46,232 (0x0000225c) [DEBUG] RaiseAlert method has been called. Event ID: 352, ExtraInfo: 62580aaa-ae23-459b-b6d7-ba5136955d2f, DeviceId: 
2023-04-26 08:30:46,232 (0x0000225c) [DEBUG] Raised DS alert.
2023-04-26 08:30:46,232 (0x00012a9c) [DEBUG] [607] Comm.Client.334751: Send message: "AckErrorMsg":{"Error":"ServerUnknownDeviceClass","ExtraCode":0,"Url":"",},"Message":{"TimeStamp":"26-04-23 06:30:46",}
2023-04-26 08:30:46,232 (0x00012a9c) [ERROR] [607] Comm.Client.334751: OnDeviceInfo: Ack error ServerUnknownDeviceClass, device 352393110130427
2023-04-26 08:30:46,264 (0x00007500) [ERROR] <119> Comm.Client.334751: Connection with [::ffff:10.10.20.103]:50690 has been reset.

2 years ago
SOTI MobiControl
ANSWERS
S
SteeveP
2 years ago

Update on this

My Netw.Admin saw me having hard time with them..

To be sure he checked Firewall rules and saw HTTPS Rules Disabled.

When re-enabled...both enrollement rule Re-work correctly.

Sorry for disturbing so, but thanks for your help.

Solution
RS
Rafael Schäfer
2 years ago

No one will complain about that, most important is that you found the issue.

RS
Rafael Schäfer
2 years ago

May i ask you which Mobicontrol version you are on and which Android version the devices are?

I haven't taken a look into those logs yet on our side but we currently have a similar issue with !one! model (all others running fine) of our devices and a ticket open at Soti.

S
SteeveP
2 years ago

Hi Rafael,

All of thoses devices are Running on Android 10

MC is on 15.5.1.1010

RC
Raymond Chan Diamond Contributor
2 years ago

From the sixth line of your attached log fragment, your server seemed to expect an Apple device while your device to be enrolled is an Android device.   There might be some mis-configurations, or corrupted database, or bugs in your server implementation, or a combination of some or all of the above.

Have you tried adding a new enrollment policy, and used it to enroll your device?   If not, it's worth giving it a go.  Just in case the database has been corrupted and the option to totally remove your deleted device(s) has not been enabled, I suggest you to untick advanced options related to re-enrollment of devices in your new enrollment policy.

S
SteeveP
2 years ago

Hi Raymond,

Thanks for that, i'll give it a try this morning and let you know if it worked.

S
SteeveP
2 years ago

Gave it a try ,

Every Re-enrollment unticked

2023-04-27 08:08:26,979 (0x00002964) [DEBUG] [247] Comm.Client.9399: Device check-in: 35239311058055
2023-04-27 08:08:26,979 (0x00002964) [DEBUG] Device [35239311058055] Enter AutoConfigureDevice().
2023-04-27 08:08:26,979 (0x00002964) [ERROR] No Device found with device Id: 35239311058055
2023-04-27 08:08:26,979 (0x00002964) [DEBUG] [CCommDeploymentSrvWorker::AutoConfigureDevice]: Device[35239311058055] get device info from database(). 
2023-04-27 08:08:26,994 (0x00002964) [DEBUG] UpdateDeviceInfoFromSnapshot: ID [35239311058055] IP [10.10.20.88] Online status [online] Device is [NOT iOS device] and [NOT enrolled]
2023-04-27 08:08:26,994 (0x00002964) [DEBUG] [CCommDeploymentSrvWorker::AutoConfigureDevice]: Device [35239311058055] is either a New or a Re-enrolling device. 
2023-04-27 08:08:26,994 (0x00002964) [DEBUG] [247] Comm.Client.9399: ProcessAutoConfigureDevice: device class [4c52290c-e06f-47f3-812c-c34625a42346] id [35239311058055] name [AndroidPlus %AUTONUM%]
2023-04-27 08:08:26,994 (0x00002964) [ERROR] ProcessAutoConfigureDevice: Unknown Android Samsung device class [4c52290c-e06f-47f3-812c-c34625a42346]
2023-04-27 08:08:26,994 (0x00000404) [DEBUG] RaiseAlert method has been called. Event ID: 352, ExtraInfo: 4c52290c-e06f-47f3-812c-c34625a42346, DeviceId: 
2023-04-27 08:08:26,994 (0x00002964) [DEBUG] [247] Comm.Client.9399: Send message: "AckErrorMsg":{"Error":"ServerUnknownDeviceClass","ExtraCode":0,"Url":"",},"Message":{"TimeStamp":"27-04-23 06:08:26",}
2023-04-27 08:08:26,994 (0x00002964) [ERROR] [247] Comm.Client.9399: OnDeviceInfo: Ack error ServerUnknownDeviceClass, device 35239311058055
2023-04-27 08:08:26,994 (0x00000404) [DEBUG] Raised DS alert.
2023-04-27 08:08:27,057 (0x00000f18) [ERROR] <329> Comm.Client.9399: Connection with [::ffff:10.10.20.88]:33336 has been reset.

Still not able to make it

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