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SoTi MobiControl not showing the new devices added

Solved
EQ
Erick Quintana

I have an issue that my device is not showing up in the WebConsole of MobiControl.

  • The devices does enroll correctly.
  • The devices does register to my company account.
  • The devices shows that it was added in the global console but not in the standar web console.
  • When searching on the WebConsole the device name it's not showing up.

Additional to this, when I trigger a change of one of my devices it doesn't reflect on the WebConsole but it does reclect on the device itself (Example change the name).

device not showing mobicontrol rename
a year ago
SOTI MobiControl
ANSWERS
EQ
Erick Quintana
a year ago

I finally could get a reach with support.

They fixed my issue.

Thanks everybody for your help.

Solution
MD
Matt Dermody Diamond Contributor
a year ago

Check your Search Sync Integrity, it's possible that it is out of sync and may need to be manually re-synced. The Search Sync service itself may need to be rebuilt as well. 

RS
Rafael Schäfer Platinum Contributor
a year ago

Independent of what Matt wrote (and makes sense as well):

Ensure to include subgroups (i highly recommend to do this from my personal experience with "search problems"):

  1. Burger menu in the top left
  2. check the "include subgroups"
  3. search again
EQ
Erick Quintana
a year ago

Thanks Rafael, I did what you said to no luck either.

RC
Raymond Chan Diamond Contributor
a year ago

You can manually force a MobiControl search module re-synchronization from the global-settings tab of your web-console.  If the percentage completion reported gets stuck at a level below 100% for a long time, there might be a need to clean up the search working directory to get the cache data rebuilt from scratch.  You need to request Soti support team to do that for you if your MobiControl instance is a cloud implementation.

If you get similar problem frequently,  there might be a need to check if your server should be upgraded to a better release version with some related search module problem(s) fixed.

EQ
Erick Quintana
a year ago

Thanks everybody for your assistance.

To Matt and Raymond's point I do see that my Search Sync is way below 100% (28% currently) I have triggered the "sync now" option to no luck.

I have contacted SoTi support for this subject but I haven't got any reply from them since my issue has started.

RS
Rafael Schäfer Platinum Contributor
a year ago

Ok, yeah this really seems extremely low and then most likely the reason as Matt and Raymond wrote.

My hope was just that it's a "display issue" we encounter form time to time for our console users.

ZC
Zafer Cigdem Platinum Contributor
a year ago

Hi Erick,

I believe support will help you, until then if it's %28 at the moment, you can click on the Sync again and wait for completion and repeat this steps if it's increasing some times again until it close to %100.

Your problem most probably should be based on this low %. 

Zafer

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