Fredrich Pekár

Profiles with package installation is stuck on pendning

Description

Hello, 

We've an issue where profiles are getting stuck on "pending" when we update them with a new version of packages (the installation goes through after an while, could take up to 1-2 hours). Have anyone experienced this before, and maybe has an solution for it? 

SOTI Version: 13.3.3.0.3965

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8 answers 0 upvote 163 views 3 days ago SOTI MobiControl - Android

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8 Answers


Matt Dermody | posted this 12 January 2018

Are the packages very large, like Firmware Updates? Are the devices running Android Nougat by any chance? 

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Fredrich Pekár | posted this 12 January 2018

Hello Matt, the packages vary in size (could be kb). Happens on all of our packages when we update them, and not if it’s an new package. The OS version is also different from case to case

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Benedict Lumabi | posted this 2 weeks ago

Have you tried connecting these devices to a faster internet connection? From Wifi to Mobile Data or vice versa

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Fredrich Pekár | posted this 2 weeks ago

Yes, that is not the problem. 

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Simon Breuer | posted this 2 weeks ago

Does the problem only affect offline devices which are coming online and then trying to install the new packages?

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Fredrich Pekár | posted this 2 weeks ago

Nope, but it seems to be a cache problems when we look in the logs...

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Ben Ragland | posted this 3 days ago

I have also noticed this with about 50 Android devices connecting to a single AP with relatively poor signal strength on the same LAN as SOTI. 50 devices pulling a 50MB package each took about 3 hours to finish. In the future, I may create virtual groups of about 5 to 10 devices max and only deploy large package updates to each group at a time until all are applied. You could also test a self serve profile on a single device to see if that mitigates your issue.

Is the MobiControl server local to the network that the devices are on or is it a cloud environment?

 

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Raymond, Chan | posted this 3 days ago

Hi Fredrich,  I assume you have already checked and it's not network (poor wireless signal, excessive collision, etc ) or insufficient bandwidth (for big chunk of data)  issues.   if you experience "general" profile deployment delay for hours/days (i.e. not just for package version change within a profile, but also for any other payload change within profile),  you might need to check if you have enabled any firewall on your deployment (DS) or management (MS) servers.  If so, make sure port 5495 is enabled in your firewall(s), even if both DS and MS are installed on the same MS-Windows physical/VM instance.   Packets from DS module might go out to your firewall and get routed back to your MS module on the same server instance via port 5495.   When such inter DS-MS data get filtered by the firewall, your updated profile deployment will get stuck and delayed for hours/days.  With port 5495 traffic unblocked, profile deployment delay should be gone right away.

One simple test to see if blocked 5495 port is the problem is to shutdown and restart your DS+MS.  If pending profiles/packages get deployed to all on-line devices right away in reasonable time, but another change to your profile/package get stuck/delayed again.  Then, you can start checking your local or external firewall rules blocking port 5495.

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