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alldaymcrae
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Contributor

13.X Upgrade Causing Intermittent Device Wipe Error of Boxer Configuration

Hello, We've been experiencing issues over the last couple months where it is sending a remote wipe to the phone for just the Boxer Configuration. The error is below. Email Data Wipe (Screen Pops up within Boxer) (There is a gift image in the center) - (Can't post the screenshot) '  Your admin has performed an enterprise wipe on the device, This means that tall your email data will be removed from the app. You can manually add your personal accounts later'  I know that there is a few other forum out there talking about Comprised device issues with 13x here: https://support.workspaceone.com/posts/360031401013.


We have talked with support and they did recommend removing all the settings in regards to Compliance and Comprised device settings within the Apps section and Email Compliance Policy. They said they've had multiple reports in regards to this specific error and they're working on it internally with no ETA on resolution. They believe its an issue with the VMware's default SDK profiles code. For apps like boxer, content locker, HUB use this for configuration even if you don't create custom ones for these apps.


Would also make sure your APN's are not reporting as expired for Apple IOS (which is all we use). We caught this today, this can cause devices not to check in properly which can also result in these sort of issues (which I don't think is going to resolve our issue) . If you go here it talks more about it to run the sql script to update these. https://kb.vmware.com/s/article/50121242?lang=en_US. 


We've done both of things above and re-pushed boxer to the deices with reporting error and we will report back in the next week or so if it happens to anyone else. The ticket we have with support is also still open and we're hoping to hear back on progress or more promising workaround until they publish a fix. You will notice as well that they have nothing within the release in regards to the issue. The tech told me they're still vetting it and working on the issue internally when they do know more they said they will update as known issue.

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alldaymcrae
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Contributor

Here is the official statement I got form Support:

As it was mentioned yesterday by Aarti, issue seems to be related to SDK which is currently having some issue with the iOS13 detecting them as compromised devices. We are still running some validations to confirm you this, during the time please keep us posted if you see new device getting wiped on Boxer.
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jpjp1
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we just had 2 yesterday, both ios13 and we also had some when ios13 was first released , occurring multiple times. Was there any response from support on this, as ill be creating another ticket also with them as its a tough sell to use when native mail just keeps working just without any sort of dlp or feature sets.
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