Issue with Firecloud Messaging

Hello Shaun,

I'm facing the same issue. Have you received any support, or find a solution for this failure?
It's pretty annoying to receive this message for nearly every deployment.
In a very few cases the deployment works, but I can't figure out the reason.

Thanks

Christopher

Hello Shaun,

I'm facing the same issue. Have you received any support, or find a solution for this failure?
It's pretty annoying to receive this message for nearly every deployment.
In a very few cases the deployment works, but I can't figure out the reason.

Thanks

Christopher

Hi ChristopherKoester 

Could you please confirm what is the version of the Sophos Mobile you are using? This error occurred either due to connection issues as mentioned in this article or in certain scenarios it was due to migration failure from GCM to FCM which was resolved with help of workaround mentioned in this article for older versions of Sophos Mobile. 

Currently running the latest version
Server-Version: 9.5.2 (rev 19162)
as an on-premise installation.

Ping to android.googleapis.com from server is OK. Are there any special ports the server uses for communication? In the docs there is only information about the ports required for the devices.

No different in device behaviour between W-Lan and 4G connection, devices have access through ports 5228, 5229 and 5230

Hi ChristopherKoester 

Thank you for the details.

Would you please provide the details about the Operating system of Android which has an issue and also please suggest what is the SMC application version on the mobile which has an issue?

Hi ChristopherKoester 

This article lists out the ports used by the Sophos Mobile Server. If you are facing the issue, I would recommend you to collect the logs and open a support case for in-depth investigation. Please PM me the case details once done, so that I can look into it. 

Android version of the devices is 8.0.0 and 9. Same issue for both versions.

SMC app currently installed is 9.0.3410

Hi ChristopherKoester 

Thank you for the information.

Would you please upgrade the SMC application on the mobile to the version 9.5.3539 which has been released on 30th Oct 2019? This may resolve the issue.

It means manual update of nearly hundred devices is necessary?

Not really a nice solution - running an mdm should usually protect you from this.

Hi ChristopherKoester 

SMC should be automatically updated if the play store has auto-update enabled. 

As devices are still on the previous version, I asked to update the application on a single device and test whether it works for you or not.