PaulBrownPaulBr
Contributor
Contributor

AWCM Problem: Failed to send Idle message to AWCM

I am having issues with Commands getting stuck in the Queue, which I can view in the console. For example, if I send a Lock command to one of my iPhones, in the Event Log area of the Troubleshooting area of the console for that device just shows a "Device Lock Requested" entry, but it rarely (if ever) shows a Device Lock Confirmed message. I rebooted my console server, and when it came back up, I noticed this in the Windows Event Viewer:

Description:

Identity:notauth::

Module:AirWatch.CloudMessaging.Client.AwcmClient+<SendMessageAsyncRetry>d__28.MoveNext

Message: Failed to send Idle message to AWCM: https://<redacted DS Server URL>:2001/awcm, Retrying: No, MessageId: e9fce872-a297-4b62-978a-315d65ededac, CorrelationId: , OriginId: https://<our external AW console URL>/570/ada/7cd69775-4429-42be-9136-28f4e92a3960(https://<our external AW console URL>/570/ada), DestinationId: , Exception: System.Net.WebException(ConnectFailure), Message: Unable to connect to the remote server

So, I'm wondering what to do to troubleshoot this. Even basic steps. I have confirmed that when I open https://<redacted DS Server URL>:2001/awcm/status https://<redacted DS Server URL>:2001/awcmand https://<redacted DS Server URL>:2001/awcm/statistics​​, it shows the status and statistics pages just fine. All services are up and running. I've got 3 console servers and 3 DS servers (for HA), and each console server can successfully connect to those awcm URLs in a browser. One thing I noticed is that in the Event Log, the URL does not include the /status or the /statistics. It just stops at /awcm. If I try to pull up that URL (https://<redacted DS Server URL>:2001/awcm​​) in a browser, then it does fail. Does that matter? And if so, how do I work towards resolving this?

Thanks,

Paul

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arbhavanam
Enthusiast
Enthusiast

Check the time sync on all your console & DS servers along with proper time zone.

I experienced similar issue, my DS was in DMZ(work group, not added to doamin) and it's time/timezone changed after reboot.

Able to push the notifications to devices after time sync issue fixed.

I know this can't be the exact issue but could be one of the reason.

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PaulBrownPaulBr
Contributor
Contributor

That is a fair idea. My DS servers are also not domain-joined. I checked, though, and the time is configured properly. I was hoping it would be that easy.

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