# Apple MDM Troubleshooting

This Knowledge base article will help you troubleshoot mdm with FileWave.

Before going deep into troubleshooting, make sure that you have got these steps correct:

1. Your FileWave server should have a fully qualified DNS name (this dns name is the one entered in the Admin Preferences->Mobile)
2. If for some reason you changed the Server DNS Name in Admin Preferences->Mobile, did you re-generate the certificate?  
    If you did, then you have to trust the new certificate from the enrollment page ( [https://dns:20443/ios](https://dns:20443/ios))
3. If the APN cert upload fails from Admin Preferences, make sure you followed the exact steps from step 1, as this can be caused of password-protected certificate
4. If all of the above are set and still have problems, you need to create an admin user account for debugging django:  
    a. go to the FileWave server and type this command: "sudo fwcontrol mdm addadminuser" and follow the instructions
5. Another important log file is "/usr/local/filewave/log/filewave\_django.log"
6. Make sure that your FileWave Admin displays "iOS/MDM Service OK" in the left lower corner in order to be able to manage your devices.

The following are some of the problems encountered before:

#### **Enrolment Error (FileWave MDM Configuration is invalid):**

The profile "Filewave MDM Configuration" is invalid. The MDM payload  
"Mobile Device Management" contains an invalid topic

This is usually solved by re-generating the APN certificates because you have not generated them correctly.

#### **CONNECTION PROBLEMS**\*\*:\*\*

There are cases where ios devices fail to enroll and you get an error similar to this from sentry:

error  
(61, 'Connection refused')  
Request Method: PUT  
Request URL: https://sscfilewave.co.sbmc:20443/ios/mdm\_checkin  
Exception Type: error  
Exception Value:   
(61, 'Connection refused')  
Exception Location: /usr/local/filewave/python/lib/python2.7/socket.py in meth, line 222

This error is associated with a port "2195" being closed, you can verify by :

telnet gateway.push.apple.com 2195  
Trying 17.172.239.89...  
telnet: connect to address 17.172.239.89: Connection refused

the issue will be solved if the IT Admin opens port 2195 for FileWave.

#### **5223 : IOS to apn server port:**

port 5223 should be open for IOS clients to reach out to the APN server and receive push notifications.

For a list of all ports used, check this man-