Not Communicating

Not Communicating

Does anyone know why iPhones stop communicating with SOTI?  I have seen a number of devices lately, that just stop checking in.  At the same time, users are reporting their device passcodes are not being accepted.  Requesting a check-in from the device rarely causes them to connect to SOTI, nor does a forced restart. 

 

Not really sure why they aren't keeping their 2 hour scheduled connection.  Let me know if i can provide any further information.      

  • 29 January 2019
  • SOTI MobiControl
  • 4 Answers
  • 0 Upvote
  • 1 Follower
  • 206 Views
    • 4 Answers
    • 0 Upvote
    • 1 Follower

4 Answers

Order By:   Standard | Newest | Votes
Raymond, Chan | posted this 29 January 2019

Are all problematic devices iOS12 devices?  Are iOS11 and earlier devices still under control?

 

  • 0
  • 0
Robert Reid | posted this 29 January 2019

Problems occur across all platforms.  I have seen 11.2.2 up to 12.1.3 not check in and end up requiring a factory reset.  Even a check-in command will not be processed.  As you can see in the screen shot below.  January 27, last check-in is at 9:26 pm.   Device still hadn't checked in next day which required a factory reset.  I would like to prevent this and see if there is a way to enable the device to check in.  I have tried force restarting the device with Power & Volume down.  This will very rarely rectify the problem.  Any possible solutions would be greatly appreciated.

 

 

 

    Check-in Log Capture

 

 

  • 0
  • 0
Raymond, Chan | posted this 01 February 2019

As such varied spectrum of your devices are affected,  your inputs have steered me towards a totally different direction.   Maybe you can try enlarging the request message buffer size with following steps and see if there is any improvement:

 

1.  Open Registry Editor on your MobiControl server, navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HTTP\Parameters


2.  Create a new registry, right click on Parameters and select NEW - > DWORD

 

3.  Set "Name" to MaxRequestBytes and  "Value" to 00020000 

 

4.  Reboot the MC server

 

  • 0
  • 0
ARMOD@SOTI | posted this 22 February 2019

Hello Robert,

 

Were you able to test the solution provided by Raymond above? 

 

Just wanted to check if the provided solution worked or not.

 

Thank you,

 

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

  • 0
  • 0
Give us your feedback
Give us your feedback
Feedback