HMAC : HMACAuthErrorCode - Unable to get HMAC Token

[LSIMM]

Does anyone else see this a lot in device logs and know how to resolve them?

We seem to get this recurring 100's of times a day, mainly for the same devices over and over again, when I check back through the troubleshooting option for certain devices, they've been doing this for over a year! Spanning multiple console and Agent versions, currently all devices are on Agent v8.3.2 and console is SaaS v9.7.

' HMAC : HMACAuthErrorCode - Unable to get HMAC Token Request Url: http://ds500.airwatchportals.com/deviceservices/firedeviceevent'

' HMAC : HMACAuthErrorCode - Unable to get HMAC Token Request Url: http://ds500.airwatchportals.com/deviceservices/awmdmsdk/v1/platform/5/uid/d52e79aa441e1dc7910829f74...'

' HMAC : HMACAuthErrorCode - Unable to get HMAC Token Request Url: http://ds500.airwatchportals.com/deviceservices/awmdmsdk/v3/appcatalog'

[LSIMM]

Is anyone seeing patterns with Android devices showing HMAC errors, where the Hub is unable to let users see their apps list, or even install apps?  Additionally in some cases strange Hub auth errors occurring which then lock the user's AD account for no apparent reason?

This pretty much sums up what we are seeing now for devices with HMAC auth errors, so curious if anyone is seeing similar issues?

Now on SaaS console 21.07 and testing latest BETA Hub v21.08, which is supposed to have some fixes related to some of these issues.

[spongeymobiles]

I'm now seeing this issue on a number of devices Zebra Android devices.

Support told me to create a OEM Profile with Zebra MX settings enabled and configure the SNTP server there. I've done that and applied to all devices, however for devices where the date & time are out of sync whilst they receive the profile they are unable to update and the date/time has to be done manually.  Makes it even more complicated as we have Launcher also, so aren't allowing user access to any settings.

[RussPhilip]

We've been seeing this with our Android 10 devices, Android 11 seems fine.

It's impacting being able to easily deploy apps and requires a lot of manual work removing profiles, restarting the device, user interaction etc.

Be nice if this could be figured out or an understanding of what the work-around is.

Thanks!

[BethC]

It means that the device has lost its ability to communicate with the console and the fix is to uninstall hub (re-enroll it). 

https://digitalworkspace.one/2021/10/06/kb-device-status-discovered/

[PMareshchenkov]

I encountered this issue on a few Android devices.

I've found the following solution:

1. Open the "Hub" app on the device.
2. Accept the policy agreement.
3. Optional step: This Device -> Sync device
4. In Airwatch the device's "Troubleshooting" section, you will notice a new event: "Authentication Token Issued."
5. Change the organization group or restart the device to trigger events that were stuck because the token was missing.

I hope there will be another solution through Airwatch, but this one is not too bad.