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MobiControl Search failed - Devices missing and are slowly returned

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S
Stakvik
lexitcloud

Hi

I do have this on a case whit Soti but wanted to check if any one else have had this issue earlier or maybe some tips on what to check.

We did a server update from 14.4.5 to 15.0.2, after this finished we saw no unit's under "View all devices" list.
After about 5 minutes we had about 10 devices showing of total 1228 devices.

About an hour later this had jumped to show about 570 devices of 1228 and 3 days later it only showed 980 devices of 1228.

We now have restored DB and server back to 14.4.5 but issue is still present.
This makes me belive issue always has been there but not noticed before the upgrade that now was done.

Before downgrade we tried re-build both "data" folder and "Search" folder for MobiControl Search as well as re-install.
The "MobiControl Search Sync Interval" shows "Failed" and integrity 100% under server tab.

Server mostly contains Windows Mobile devices and a few CE devices that are now going to be swapped whit Android so also a couple of Android devices present for testing.

Due to the WM and CE devices as server was installed SHA2 it has been changed to SHA1 for this.

Anyone seen a problem whit Search not been able to load devices from DB og slowly loading devices?
Any settings that could be wrong or impacting this on comunication whit DB?

All test and checks does not indicate anyting to me on this.

Best Regards
Øystein Stakvik

elasticsearch database mobicontrol-v14 search-service
Edited 5 years ago
SOTI MobiControl
ANSWERS
S
Stakvik
5 years ago

Update on this case as we figured it out whit help from MobiControl developers what had happend.
Case is per now solved and it's very specific, so just to update if anyone else getting same issue, but do contact the support team for solution and make backups of the database.

So issue is showing itself on the MobiControl Search, in my case not seen before we tried update MobiControl version where after update all devices where missing from Search list, slowly comming bak in the list.
After about 3 days it looked stuck on about 800 of 1400 devices.

We saw that "MobiControl Search Sync Interval" under Global Settings showed status failed and Integrity 100%.
Rebuild of the Search files just made the liste start on 0 devices and slowly add more devices.

This issue happend because of a earlier migration of Windows Mobile devices from an older MobiControl v11 server.
All devices og setup was prepared for migration to new server, when started the devices changed to new server as soon as they got online and we just had to upgrade the agent version and all was looking good.

However, in the time between preparation and migration there was 5 units added to the old server whit an even older rule, Agent version 8.
These was added where this rule was not deleted and somone still had this agent on their service desk.

The 5 units where enrolled but picked up by migration before they had the chance to update Agent v8 to v11 and added to the new server, while they had upgrade nessage these devices did not show in the MobiControl Search list on the new server.

After doing a search in the DB we found the devices whit "Device Family" uknown.

Solution on this where to delete these devices from the DB, make sure we got a hold of the devices for Factory Defaul as Windows Mobile would re-connect to server as soon it was online.

When device agent was uninstalled we did run a script deleting them from DB and rebuild the Search folder and all devices jumped back as they should.

So in short, make sure (triple check) when migrating that there is no devices waiting for an agent upgrade.

Solution
JD
John Doe
5 years ago

Hi Oystein,

did you check you search service for this error?

https://discussions.soti.net/kb/low-disk-watermark-error-on-mobicontrol-search

Maybe your Server runs out of harddisk space (ie. Windows Updates) which corrupt the search service?

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