We have changed our wireless provider for a client and are connecting back to Airwatch on a new IP. Since this has happened we cannot connect to enrol devices.
Having looked at the firewall logs it seems that the TCP handshake is not completing. A traceroute back to the Airwatch server shows that our connection is not reaching the server itself, always being blackholed in the same network region within the IP ranges in the VMware Airwatch network.
Here are two traces:
traceroute to 169.50.194.213(169.50.194.213), max hops: 30 ,packet length: 40,press CTRL_C to break
1 10.119.7.230 1 ms 1 ms 2 ms
2 185.111.131.194 3 ms 2 ms 3 ms
3 149.11.172.106 8 ms 8 ms 9 ms
4 149.11.172.105 8 ms 1 ms 9 ms
5 * 4.68.72.185 1 ms 10 ms
6 212.187.143.74 2 ms 1 ms 2 ms
7 169.45.19.34 4 ms 4 ms 169.45.19.38 5 ms
8 169.45.19.201 13 ms 14 ms 169.45.19.203 12 ms
9 169.50.118.113 12 ms 169.50.118.121 8 ms 169.50.118.119 16 ms
10 169.50.118.205 7 ms 169.50.118.203 12 ms 169.50.118.199 9 ms
11 * * *
12 * *
traceroute to 169.50.196.24(169.50.196.24), max hops: 30 ,packet length: 40,press CTRL_C to break
1 10.119.7.230 2 ms 2 ms 2 ms
2 185.111.131.194 2 ms 3 ms 2 ms
3 149.11.172.106 8 ms 9 ms 1 ms
4 149.11.172.105 1 ms 1 ms 1 ms
5 * * 4.68.72.185 2624 ms
6 212.187.143.74 9 ms 8 ms 7 ms
7 169.45.19.34 8 ms 10 ms 169.45.19.38 3 ms
8 169.45.19.201 8 ms 169.45.19.199 16 ms 169.45.19.203 8 ms
9 169.50.118.115 8 ms 169.50.118.127 13 ms 169.50.118.115 13 ms
10 169.50.118.203 9 ms 169.50.118.209 5 ms 169.50.118.211 11 ms
11 * * *
12 * * *
We have escalated this to Airwatch (Workspace One) who claim there is no blocking in place. We are struggling to get any further help. We need to connect to 169.50.196.24 and get within the same network but never connect so there is definately some blackholing going on, we suspect geolocation but this is not confirmed. We seem to be able to connect to some US based servers.
Has anyone seen this before and can they advise on what next steps can be taken or who to contact? We are not getting useful support from Workspace One (nearly a week in and we have been told there are no blocks) and this is business critical impacting.
