Apple MDM Troubleshooting

ThisUse Knowledge basethis article willto helpstart youtroubleshooting troubleshootApple mdmMDM withenrollment and push-notification issues in FileWave.

Before going deepdigging into troubleshooting,logs, makeconfirm surethe thatbasics you have got these steps correct:first:

1. Your FileWave serverServer should haveuse a fully qualified DNS namename. (this dns nameThis is the oneDNS name entered in theFileWave AdminCentral Preferences-under Preferences >Mobile) Mobile.

2. If for some reason you changed the Server DNS Name in AdminPreferences Preferences-> Mobile, did you re-generateregenerate the certificate?
   Ifcertificate you did, then you have toand trust the new certificate from the enrollment pagepage, (for example https://dns:20443/ios).

3. If the APNAPNs certcertificate upload failsfails, confirm that the certificate was created from Admin Preferences, make sure you followed the exactmatching stepsFileWave fromServer stepDNS 1,name asand thisis cannot bepassword caused of password-protected certificateprotected.

4. If allthose ofchecks are correct and the aboveissue are set and still have problems, you need tocontinues, create an admin user account for Django MDM debugging django:
   a. go toon the FileWave server and type this command: "Server:
   sudo fwcontrol mdm addadminuser" and follow the instructionsaddadminuser

5. Another important log file is "/usr/local/filewave/log/filewave_django.log"

6. Make sure that your FileWave AdminCentral displaysshows "iOS/MDM Service OK" inbefore theexpecting leftApple lower corner in orderdevices to beenroll ableor toreceive managemanagement your devices.commands.

The following are some of the problems encountered before:

EnrolmentEnrollment Errorerror: (FileWave MDM Configuration is invalid):invalid

The profile "FilewaveFileWave MDM Configuration" is invalid. The MDM payload
"Mobile Device Management" contains an invalid topictopic.

This is usually solvedpoints byto re-generatingan APNs certificate problem. Regenerate the APNAPNs certificatescertificate becauseand youconfirm haveit notmatches generatedthe themcurrent correctly.FileWave Server configuration.

CONNECTIONConnection PROBLEMSproblems**:**

ThereIf areiOS casesor where iosiPadOS devices fail to enroll andenroll, you getmay see an MDM check-in connection error similarin tothe thisserver from sentry:logs:

error
(61, 'Connection refused')
Request Method: PUT
Request URL: https://sscfilewave.co.sbmc:fwxserver.example.org: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

ThisOlder errorAPNs istroubleshooting associatedoften withreferenced aprovider port "2195"2195. beingApple's closed,current youAPNs cannetwork verifyguidance byuses :TCP 443 or 2197 for sending notifications to APNs, and TCP 5223 for Apple devices to maintain their APNs connection.

telnetCheck gateway.push.apple.comcurrent 2195
Tryingfirewall 17.172.239.89.requirements against Default TCP and UDP Port Usage and Apple's Apple Push Notification service network guidance..
telnet: connect to address 17.172.239.89: Connection refused

theDo issuenot willopen belegacy solvedAPNs ifports from old notes without checking the ITcurrent AdminFileWave opensand portApple 2195requirements for FileWave.your environment.

5223TCP :5223: IOSApple devices to apn server port:APNs

TCP port 5223 shouldmust be open forso IOSApple clientsdevices tocan reachmaintain outtheir toAPNs the APN serverconnection and receive push notifications.

For athe listFileWave-side ofport alllist, portssee used,Default checkTCP thisand man-UDP Port Usage.