Devices showing as Unknown Date and Model in Webpanel

Question

I am running community version of HMDM server v5.09, and client v5.07 with some custom AOSP devices.

I have HMDM console set to auto add devices on registration, and they all appear however some are appearing correctly and some are appearing with a red online status, red file status, red Install status, and an "unknown" date and model type.

A reboot of the client does not update the entries.

I know the device is online, and I can even see the MQTT pings in the logs, coming from the client.

Any idea why this would be happening and how I can fix it?

Thanks

Answer 1

The device enrollment includes two REST requests:

1. Request the configuration from the server (GET /rest/public/sync/configuration/{deviceId}  

This REST method creates the device and sets the statuses to "red" (unknown)

2. Once the configuration is finished, the device sends the info to the server (POST /rest/public/sync/info)

This REST method updates the device statuses.

In your case, the second method is apparently not called or throws an exception.

To diagnose and fix the issue, I recommend the following steps.

1. Check Tomcat logs for exceptions.

2. Check logcat of the fault device for exceptions.