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Tasks not being pushed to devices

FabrizioVecchi over 9 years ago

Hi everyone.

Whenever, from my SMC Admin web interface, I try to push any tasks to my android tablets, the tasks fail.

When I click on the magnifying lens next to the tasks, I noticed that the tasks fail with the following error message:

Error description: Phone number not found.

Error code: -17

It also look like the clients don't auto-syncrhonize. To get them to check in with the server, we have to go on the Sophos control app and manually sync. (which I think shouldn't be the normal behavior).

This is my environment:

Server: SMC 4.0.0.4, regularly licensed

Clients: Android 4.2 tablets, with control software version 4.1.1879 (I tried the most recent too, but got the same error). I deployed the tablets by going to the self service portal and clicking on Register New Device, and then clicked on the link to configure the device. The tablets don't have a SIM card, and can connect to the Sophos server through USB internet (configured correctly).

Any help would be greatly appreciated.

Thanks,

Fabrizio

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0 StefanD over 9 years ago

Hi Fabrizio,

Sophos Mobile Control uses the so called "Google Cloud Messaging" (GCM) which triggers devices to connect to their MDM server. Have you opened all the necessary ports within your Wifi and your network to enable the GCM communication?

Please check KBA 113217 for the complete list of ports.

Best regards

Stefan
- 0 FabrizioVecchi over 9 years ago in reply to StefanD
  
  Hi Stefan and thanks for your reply.
  
  I double checked that the ports you specified are open. I also checked that no traffic is being dropped from the tablet towards the Internet, which is the case.
  Unfortunately I am still getting the same error message.
  
  Do you have any other ideas?
  
  Thanks,
  Fabrizio