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Synchs not working on iPhones

jcamacho

Hello,

I have recently upgraded the SMC from  3.0 to 3.6 and updated the APN certificate.

When i check the Devices  page i've noticed a high percentage of iPhones have  not synchronized since the upgrade of the System and APN update.

when i try to manually synch the phone from the console ( Refresh Data ) the job hangs in 'Task View' and doesn't seem to do anything.

Any help would be greatful.

Jason

:51122


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  • 0

    We are using SMC 4 and the SMC application background sync is currently broken. See my last post here: /search?q= 49014

    Sophos have confirmed that this is a defect and I'm waiting on a fix.

    This may or may not be the same for you. I'd see if anyone has any suggestions, and if not, raise a support case with Sophos...

    :51462
  • 0

    Hi Jason,

    what exactly happens when you click refresh data?
    What is the task status?

    Please be aware that you have to differentiate between an SMC app synchronization and a device sychronization using the MDM functionatility.

    The problem RL is referring to is related to the SMC app.


    Best regards

    Stefan

    :51546
  • 0

    Hi Jason,

      

    As mentioned by Stefan; my issue was related to the SMC iOS app status not updating in the SMC console.

      

    I can now confirm that the latest release of the SMC iOS app; 4.0.2.3, which was released to the Apple App Store on 26 June has fixed the defect of the SMC app status. You can download the this directly from the app store: https://itunes.apple.com/us/app/sophos-mobile-control/id481992265?mt=8&ign-mpt=uo%3D4

    NB: After the upgrade of the app I suggest you manually open the SMC app and sync it once. Don't kforget to leave the app running in the background if you want the periodic updates to happen. Which I believe is set to every 22 hours.

    If your issue is the phone status not syncing / updating then I'd check that you have all the ports open as per the SMC technical guide.

    Top of my head I think you needs TCP 2195 ("Apple APN") to Apple's 17.0.0.0/8 block. Again, check the Sophos documentation, and here if it helps: http://support.apple.com/kb/TS4264

    Good luck!


    Regards,

      

    John

    :51766
  • 0

    Hi Stefan,

    It is the device synchronisation that is failing. App sych is working fine.

    When attempting any of the the jobs below,

    Device synching

    Send Message

    Wipe device .

    The task fails to complete.

    I have included a screen shot of a device that  i have tried to run a Device synch on, which failed.

    Thanks in advance Jason

    :51818
  • 0

    You might want to look at the SMC Server logs to see what's happening, and also plug an iPhone into a computer running Apple iPhone Configuration Utility (IPCU):

    You can download Apple IPCU from here:  http://support.apple.com/downloads/#iphone configuration utility

    Once you connect the iPhone to the computer, click on the device in IPCU in "Devices" section, and click on the "Console" tab.

    Then repeat your steps to see what's happening. You might need to send these logs to Sophos support.

    On another note, the "send message" option is sent to the SMC app and not actually a true SMS message. This is a wording mistake in the SMC solution.

    The others rely on the Bootstap I believe. Have the devices been bootstrapped ? Look for the MDM profile on the iPhone in Settings / Profiles...

    Regards,

    John

    :51828
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