cyphil
Enthusiast
Enthusiast

Android Boxer error - Unable to configure account, Couldn't open connection to server

Facts:

SEG on UAG 3.10

Android Boxer version: 20.01 (latest)

Android version: 9.0.0 (Samsung SM-P205)

 

It prompts error "Unable to configure account, Couldn't open connection to server" when first login to Android Boxer.

Same account and configuration works on iOS Boxer, email sent/received successfully.

androidboxer.jpg

Since there is not Boxer debug log at this stage, really got stuck. Any expert can share how to troubleshoot on this. Million thanks!

 

 

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9 Replies
Noordan
Enthusiast
Enthusiast

Do you see any logs on the UAG?

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cyphil
Enthusiast
Enthusiast

I search in UAG log archive, seg part, http-transaction.log

It looks like the error is "Connection between Device and SEG was terminated :: error message - Connection was closed", but can't find hint what caused the termination.

2021-02-25 05:30:14.930, AWUAGPRD01_192.168.20.133, WARN, (vert.x-eventloop-thread-2), Connection between Device and SEG was terminated :: error message - Connection was closed, POST,113.28.164.35,null,34696ad9-079a-4f39-bf71-350a1dd04461,34696ad9-079a-4f39-bf71-350a1dd04461,90c9f83b-3275-4668-9af7-4d6c16582aa7,79531F5621724EFEB1215BAE5A0D47C4,nt1\awconnector,Ping,BoxerManagedAndroid,"AirWatch Boxer (SM-P205; Android 9) Version 21.01.0.3/2328",true,17389,19650,0,0,0,0,0,0,0,0,0,0,1614231014831,0

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Noordan
Enthusiast
Enthusiast

hm..

Have you turned on debug logs as well? 

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cyphil
Enthusiast
Enthusiast

Finally got it fixed. Thx.

It was found the certificates uploaded to SEG was not full chain. Updated the full chain certificate again, problem resolved.

Android Boxer app debug log gave hint:
2021-03-01T07:10:17.021Z W [9858 -RxSingleScheduler-1 ] - A handshake exception occurred connecting to host ''xxxxx, trying compatibility mode
javax.net.ssl.SSLHandshakeException: java.security.cert.CertPathValidatorException: Trust anchor for certification path not found.

 

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Noordan
Enthusiast
Enthusiast

I'm glad that you find the issue and have been able to resolve it.

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racheld
Contributor
Contributor

I am having this same error on a phone I'm trying to set up today. Unable to configure account, looks like the same screen shot as previously displayed in this chat.  However we don't use SEG so this resolution doesn't apply. Any other suggestions? I would greatly appreciate it.  

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Noordan
Enthusiast
Enthusiast

Is the certificate published on the mail server trusted by the client?

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racheld
Contributor
Contributor

I will ask my network administrator and will let you know.

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racheld
Contributor
Contributor

We use Office 365 so yes the certificate is published by Microsoft and is trusted by the client.

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