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Can't Enroll Device After 1 DS Down

TW
Thaninchote W.
Gosoft (Thailand) Co.,Ltd.

My MobiControl environment has 2 DS Server and using load balance. I Can enroll device normally in rule config show log device enroll come in from DS2. After I Test down DS2 and enroll new device but can't enroll device. What configuration changes are required or what additional configuration changes are required?

DS Configuration Detail

Primary Agent Address : VIP Load Balance DNS Port : 5494

Secondary Agent Address : VIP Load Balance DNS Port : 5494

Device Management Address : VIP Load Balance DNS Port : 443

Rule info is show Enrollment URL : https://VIP Load Balance DNS/enroll/2

a year ago
SOTI MobiControl
ANSWERS
J
JCMOD@SOTI Platinum Contributor
a year ago

Hi Thaninchote,

Thank you for posting on SOTI Pulse.

I have a few questions in order to better understand the issue you're facing:

1. Does the issue persist after you disable the load balancer and revert the MCAdmin configuration on both servers to their defaults (their equivalent FQDNs)?
2. Do both enrollment ID and URL methods not work if DS2 is down?
3. Do both methods above work if DS1 and 2 are online?
4. Presuming you're using an Android device. You can type "Event_log" into the enrollment ID/URL input box on the MobiContol agent and observe the logs. Do you see the device trying to connect to DS1 but failing or any other relevant logs?

In addition to the above, we have a global team of helpful people who can assist with consultation hours and first-time setups.

If you're interested, you can raise a ticket through https://soti.net/services/log-a-case/, explain the issue and the goal, and if it is determined to be a non-break fix issue, you will be referred to our Professional Services team, who will conduct a free discovery call to discuss everything further.

If the issue is deemed a break-fix issue, then you can expect to receive further support from Technical Support.

Regards,

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

TW
Thaninchote W.
a year ago

1. Does the issue persist after you disable the load balancer and revert the MCAdmin configuration on both servers to their defaults (their equivalent FQDNs)?

- This Practice I'm not doing 


2. Do both enrollment ID and URL methods not work if DS2 is down?

- Yes


3. Do both methods above work if DS1 and 2 are online?

- Yes, I'm Test many time Device is enroll in DS2 only.


4. Presuming you're using an Android device. You can type "Event_log" into the enrollment ID/URL input box on the MobiContol agent and observe the logs. Do you see the device trying to connect to DS1 but failing or any other relevant logs?

- In Event Log show VIP LB DNS not show DS

J
JCMOD@SOTI Platinum Contributor
a year ago

Hi Thaninchote,

It might be related to the configuration inside Dbo.Settings for "CacheSettings" and the configuration in MCAdmin on DS1 and DS2.

I would suggest you give us a call and seek help. Or raise a ticket through https://soti.net/services/log-a-case/.

Thank you.

Regards,

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

T
TGMOD@SOTI.net
a year ago

Hi Thaninchote,

Thanks for posting on SOTI Pulse.


Thanks JCMOD@SOTI for responding to the post, your expertise and willingness to help are greatly appreciated!

Have you had an opportunity to create a support ticket as suggested by JCMOD@SOTI, and has it successfully addressed your query?

If not, or If you have any additional questions or concerns, please don't hesitate to reach out. We're dedicated to providing assistance and support.


Technical Support, SOTI Inc.

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