MobiControl Deployment Server Service Error

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Bless
Delta Beverages

Good day

I upgraded Mobicontrol from Version 12 to Version 14. After the upgrade I couldn't access the Webconsole and the deployment server was also not starting.

I did a fresh installation of Windows 2016, SQL server 2016 and a fresh installation of Mobicontrol 14.1.5

I also restored the database (MobicontrolDB) from SQLExpress (as SQLExpress Size limit of 10GB was one of the reason the upgrade failed) to the new SQL server 2016 installation.

After the installation, everything else seem fine except the Deploment server service which is not starting.

I am getting an error 1067: The process terminated unexpectedly 

Kindly assist

7 years ago
SOTI MobiControl
ANSWERS
EG
Edgar Gomez
7 years ago

Hi Bless,

If you not only changed the SQL server but also the Mobicontrol Server, you must ask Soti Support to reset the license key, so you can activate it in the new server.

To activate the license you have to open the web console. If the web console does not open, check the Mobicontrol Management Service. If it is not running try to find why checking the logs in MCAdmin and also Windows Event Viewer.

After activation, restart services.

I hope this may help you.

TB
TJ Bukoski
7 years ago

Hi Bless,

Can you provide screenshots of your Event Viewer Application logs for the Deployment Server not starting error?

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Bless
7 years ago






B
Bless
7 years ago

Edgar, sorry my initial response got deleted

I hope you had seen it. Reactivated license on the new server and it seems to be fine. I can see my available licences from the screen as well.

MCAdmin indicates that the destination actively refused connection

B
Bless
7 years ago

Additional information:

After a fresh installation I can start all services without a problem.
Deployment server service seems to only fail to start after restoring the MobicontrolDB.

B
Bless
7 years ago

TJ

Hope you saw the two screenshots

Thanks

G
GMod@SOTI
7 years ago (edited 7 years ago)

Hi Bless,

From my understanding, you have a fresh installation of Windows Server 2016 and SQL Server 2016 and you restored the database to SQL Server 2016?

In what order did you upgrade and move/restore? Was the database upgraded to 14.1.5 before you restored it onto the new installation?

Also, does the new server have the same network configurations as the old server? The database retains the server information of the previous server so you will run into issues with addresses and certificates if you restore straight to the new server without changing the settings.

If you have devices enrolled and the new server retains the same network configurations as the old one, then you should in theory be able to restore the database and it should work. But if the network configurations are different, you will likely run into issues and the devices will not connect if it had not previously learned the new address. If you are moving from a server to a new server, this is considered a migration and will be under the scope of Professional Services. 
If you do not have any devices enrolled, I would suggest you either start with a fresh install or contact support to help you run a procedure to "sanitize" your database (remove any old server settings). 

Are the services starting now? If they are still not starting, this maybe related to your certificates as they retain the old server information. 

If this is urgent, I would highly recommend you call in to open a new support case so that an agent can provide you with immediate assistant and take a look at your server settings with you.

Regards,
~G

TB
TJ Bukoski
7 years ago

Hi Bless,

Your error message in the event viewer is caused by an invalid system certificate in the Database (certificate 8). I think you can fix this error by replacing the certificate in the MobiControl Admin Utility.

Please post a screenshot of the Admin Utility with the Certificate tab open.

I'm going to guess that the invalid certificate is your Deployment Server Extensions/Web Console Certificate.

SS
Support Staff Account
7 years ago (edited 7 years ago)

Hi Bless, 

All of the suggestions that were provided in this post have the potential to be possible fixes for your circumstances.  I'm not sure how you got in this predicament in the first place though, which leads me to believe the fresh install was due to an error that was not recoverable from.

Hopefully your DB is in a state that can be used still which should be the case if you have used the suggested upgrade path and backup procedures.

The error seems to point to your DSE cert as indicated in your logs, have you tried to create a new DSE certificate as part of your troubleshooting?   As long as you do not delete the old certificate you can revert back to it if that isn't the solution.

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Bless
7 years ago

Thank you all for your advise. Answers to questions asked

I was running MobiControl V12 on Windows Server 2008 and SQL Server Express 2012. My first attempt was to upgrade Mobicontrol fromV 12 to V14 on the same server. I did a manual database backup before the upgrade, this is the one that I am restoring.

After the upgrade on this server, Mobicontrol WebConsole could not run, I tried everything that I could think off, but still WebConsole could not run.

After this failure, I prepared a new server with Windows 2016 and SQL Server 2016. I  restored the Mobicontrol DB and then installed MobiControl V14 on this same server. 

There is another backup which was done by Mobicontrol when I tried the upgrade from V12 to V14 on the old server, Can that work instead?

On the support call question asked; I raised support logs to the soti helpdesk on Friday after the upgrade on old server failed. Until now I haven't received any response from Soti Support. The fresh installation was only an idea hoping this would save the situation.

B
Bless
7 years ago

Yes, we have device enrolled and we can see them in the webconsole.

B
Bless
7 years ago

B
Bless
7 years ago (edited 7 years ago)

Apologies team, I don't know whats happening with my screenshots, if I paste new screenshots it seems that old ones from previous discussions are being replaced.

I hope you can follow the conversation

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Bless
7 years ago

Hi TJ

Please advise how I can go about resolving the certificate issue

I tried to delete the certificates, one of them cannot be deleted as it states that it is currently used in bindings.

Thanks, awaiting your further advise

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Bless
7 years ago (edited 7 years ago)

Thanks TJ, The certificate re-creation tricky worked. Deployment Server Service now starting: However facing errors downstream now.

I enabled upgrade on a few devices, they are now returning error "Connection to server failed. SSL handshake failed"

Hello Bless,

I'm glad to see the DSE issue seems to be resolved but with regards to your new issue, how many devices are you facing this with?  Have you tried to re-enroll any of them?  What was the outcome?

Thank you for informing us the issue with the images is still happening btw, we have been advised a fix is being worked on.

Cheers,

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

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Bless
7 years ago

We have about 500 enrolled devices, they are all scattered around the country. Re-enrolling works, but not feasible.

Isn't there a way of fixing  the SSL handshake?  

Thanks

Hi Bless, 

This can be tricky.  Were your devices connecting prior to the new DSE cert?  Ideally you would need the new certificate on these devices to facilitate the connection.   If they are not connecting at the moment this is where this becomes tricky.

Asking about re - enrolling the devices was my way of checking if they are now able to communicate and can be enrolled. 

In actuality this is looking more and more like a migration and should fall under the scope of our Professional Service Dept.  

They may have a fix for you that may not involve re-enrolling your devices.  

Perhaps at this point you may want to create a case and request a call with them VIA our Technical Support to "migrate" your devices into this new environment.   Please create a case by e-mailing support@soti.net or by clicking here and filling in the form.

Hope this helps!

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

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Bless
7 years ago

Thanks for your message.

I sent an email to support 

Before upgrade/migration

During Migration

and After migration.

None of the mails were answered; meaning I don't have a support case despite the multiple e-mails

I temporarily reverted  to the old server, which is upgraded (SOTI) but windows 2008 and am currently installing the certificate for the new server on the devices. Once all devices have the certificate, I will move to the new server once all/most devices have the certificate. For an unknown reason the SQLexpress license error on this old server just disappeared 

I have two FW versions Android 4.1.2 and Android 4.4.3.

Android 4.4.3 devices are getting the certificates without issues, android 4.1.2 devices are failing to get the installation.

SS
Support Staff Account
7 years ago (edited 7 years ago)

Hi Bless, 

I reviewed cases for Delta Beverages and found 2 in your name regarding this migration.   The Technical support Specialist's had tried a few times to e-mail you and the messages went unresponded to.  Perhaps you have replies from support@soti.net being flagged as spam and therefore are not getting through to you.   I am going to have a Technician call you to ensure we are providing you with the necessary support you require during this transition.

When would be the best time to schedule a call to discuss this?  I am in the EST zone and available from 9 - 5:30 pm but I can arrange for any timezone M - F.

Once you have a Technician assisting you, the process should go a lot smoother and faster from here on in.  They can provided you with suggestions for the failing certificates as well

Cheers!