15. Troubleshooting

Error message during login

MIDA Shows the following error message while logging in:

General server error occurred, please contact the administrator

Reasons for this error:

• Problems with MIDA database
  MIDA database: The /var/log/messages logs should be checked for SQL errors.
• Problems with the LDAP

LDAP: In MobileIron the LDAP functionality must be checked/confirmed.

Check API requests

The API queries executed by MIDA can be found on the respective MIDA/MYMO server under:
/var/log/mida/tomcat/logs.

The access_log.<date>.log can be opened and viewed using the vi command.

Remove devices manually from the MIDA database

In individual cases it may be necessary to remove devices from the MIDA database.

Single device

The devices on MI Core and in the local MIDA database are identified by the unique Device UUID.

The Device UUID is displayed for a device in the browser URL when opening the Device Details of a device.

Example: https://<mida-url>/#/devices/6b4e8eb2-3a09-4f46-87dc-f3af007afa47

The Device UUID in this example is:

6b4e8eb2-3a09-4f46-87dc-f3af007afa47

If there are duplicated devices in MIDA where a device is seen once on MI Core, but twice in MIDA (in this case both devices cannot be administered), these devices can be identified with the following SQL query:

select uuid, core_config_id, count(*)
from [<MIDA-database> ].[dbo].[device_store]
group by uuid, core_config_id
having count(*) > 1;

If the Device UUIDs are found, the devices can be removed from the database with the following SQL statement. The delete SQL statements must be executed together!

As of MIDA version ebf 2.9.1 (FI 2.7.1)

select id from [<MIDA-database>].[dbo].[device_store] where uuid = '<Device-UUID>';
Result = <ID of the device>
delete from [<MIDA-database>].[dbo].[device_label] where device_id = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[device_installed_app] where device_id = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[device_detail] where device_id = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[custom_attribute] where device_id = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[ens_event] where entity_identifier = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[entity_error_log] where entity_id = '<ID of the device>';
delete from [<MIDA-database>].[dbo].[device_store] where id = '<ID of the device>';

As of MIDA version 3.0.0:

select id from [<MIDA-database>].[dbo].[device_store] where uuid = '<Device-UUID>';

Result in: <ID of the device>

delete from [<MIDA-database>].[dbo].[device_label] where device_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[device_installed_app] where device_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[device_detail] where device_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[custom_attribute] where device_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[ens_event] where entity_identifier = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[entity_error_log] where entity_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[sim_cards] where device_id = '<ID of the device>';

delete from [<MIDA-database>].[dbo].[device_store] where id = '<ID of the device>';

Not compliant messages

If a device is displayed as non-compliant („Device is compromised“), hover the cursor above the red X.
This will show you more details about the reason.

Data Protection is not enabled

The device has no or no valid password set and is blocked.

The user must set a correct device password.

Further steps:

Users
On iOS: Open Mobile@Work, Settings > Perform UpdatesOn
Android: Open Mobile@Work, Settings > Force Device Login

Administrator
Select device, Action > Wake up followed by Action > Compliance check.

Device administrator disabled

The mymo MDM profile has been removed from this device. Apps, email and other configurations are no longer available.

Solution:

• The device must be recreated in MIDA.
• Note the currently assigned labels of the current device to create the new device with the same configuration.
• The user will then receive a mail with the registration PIN and the device must be set up again via the known steps.
• After successful activation of the new device in MIDA, the old device must be deregistered (Action > Deregister).

Device is out of contact

The device has not contacted the MDM system for over 30 days and has therefore been blocked.

Solution:

Check „Last Checkin“ for this device. If this value is far in the past, perform a „Wakeup“. If the status does not change after 30 minutes, you should contact the user to ensure that the device has an active network connection.

A compliance check and a „wake-up“ should then be performed.

It is also possible that this device will no longer be used and can be removed from the platform via Actions -> Retire.

ENS Troubleshooting

1. ENS connection shows an X
   
   Press „Reconnect“.
   If the X is displayed again, check the „Core Settings” within ENS. If the Username, Password, Host and Port are corrected/corrected, press „Save“. MIDA will immediately try to connect to ENS again.
2. If no more ENS events are received from MIDA, the ENS should first be switched off and on again in the MIDA settings. You should also press Save within the Core Settings.
   

   IMPORTANT:
   User data (user name and user password) are saved by MIDA and do not need to be re-entered, Deactivated event types must be deactivated again.

3. MqttException (0) – java.net.SocketException: Connection resetis displayed in ENS events: The activemq service is not reachable or not active.
   1. run telnet <MDM URL>:8883 from a mida server.
   2. check activemq service with “systemctl status activemq” (in devshell shell) on MI Core console.
      Restart the service if necessary(systemctl start activemq) AND restart the ENS service in MIDA: Turn ENS off and on again (user and password required!), Save!