Issue where GROUP ID and USERNAME doesn't show up in VMware Workspace ONE Web

[palphonso]

We started to get iOS devices with issues running VMware Workspace ONE Web 7.3.1.
When you go into the Settings->Accounts of the Web application, you don't see the Group ID and the Username of the enrolled individual.
The Hub is installed and showing the proper information.
The device is enrolled properly through DEP.
All of a sudden, the Web application doesn't work properly because of this and people can't access internal websites.

Reenroll through the HUB app sometimes work but since the latest version of the HUB app (VMware Workspace ONE Intelligent Hub 1903 for iOS), the option to Reenroll vanished.

We don't want to tell users to wipe their device and reenroll from skratch.

Reinstalling the Web application has no effect.

The support team doesn't really know what do to. They did mention they've seen this behavior in other tenants.

As anything else have the same issue?

[mcmoser79]

Hi Patrick,

I have the same issue at our site. If you update to Web 7.4, the information will be shown (Group ID / Username). Our internal sites however, which have authentication stop working once the user changes their password however. It's as if the old password is kept and we are not prompted to update it. For your users who have trouble with internal sites, have they changed their passwords?

[palphonso]

The password theory is a very good one and a good question. We have updated to 7.4 because it's set to auto-update for everyone through Apple's VPP.
You are correct in saying it only affects site requesting authentications.
Other internal sites work flawlessly.

Have you figured out a way to fix user affected?
Don't want to end up telling users to change their passwords again or to reenroll.

I have a user for whom it stopped working and he hasn't updated his password since february according to our domain logs.

[mcmoser79]

We have a ticket that's been open with Airwatch for 2 weeks that's still being investigated. The only fix I've found so far has been to re-enroll (In my case, I delete device from console) and manually enroll. Like you mentioned, i've tried re-installing app without success. I can also re-produce the issue on demand by changing the password.

The error i'm getting on the internal site is ' Error: The request timed out' . Other pages that do not use authentication open without issue.

Additionally, it's only affecting our iOS users. Android are not affected.

[palphonso]

Here is our ticket # for reference.
#1485036
I'm sick of waiting on their support to fix issues that didn't exist before.
Perhaps we can use our tickets as reference 🙂
My users are ' yelling'  at me right now because they can't access their internal sites and it's critical to their work.

[mcmoser79]

Will advise here if we have any updates as it appears we have very similar, if not the exact same issues. For reference: #1477078

[mcmoser79]

Hi Patrick,

What version of the console are you guys on? Latest info I have is their may be a version of the console  19.02.0.18 (1902) and we may need to upgrade to 1903.

[palphonso]

Hi, we are in a SaaS environment. The version is  19.03.0.3.
The ticket is now in the hands of their Tier3 support and their Subject Matter Expert team.
There is definitely a bug somewhere and they are trying to find it.

[mcmoser79]

Hi Patrick,

Just to follow up, our issue has been resolved after our web guys did a reset on the F5 Load Balancer. Unfortunately we don't know why this affected it as the reset was done in regards to a separate issue and just so happened in doing so all users who could not get prompted, were...we are at a loss.