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Understanding Java Stack trace error log -could not send push notification

jcamacho

Happy New Year Folks,

Looking for some guidance understanding a java  stack trace log.

I am running SMC 3.6.

The first part of  error message says:

Message:

could not send push notification

Stacktrace:

com.smartphone_solutions.smartman.data.bo.exception.ApplePushNotificationServiceException: Could not send app apns push notification

                at com.smartphone_solutions.smartman.communication.applepns.APNSConnectionManagerForApp.sendAppPushNotification(APNSConnectionManagerForApp.java:345)

I have attached the full log to this post

My Questions are

What would cause this ?

Is it affecting only 1 or 2 devices or all ?

How do i fix it, if it can be fixed ?

Thanks in Advance

Jason

:55261


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  • 0

    Hi Jason,

    happy new year to you as well :-)

    Looking at your provided log, it seems as if your SMC server could not connect to "services.sophosmc.com"

    This is one of our servers which is used e.g. for sending SMS to devices but also to send notifications to the SMC iOS app.

    Maybe the connection to this URL is blocked by your firewalls? The server uses the IP 85.22.154.49.

    An app apns push notification is used to:

    - Send messages to the iOS app displayed in the "Messages" section

    - Send informations regarding compliance violations to the app

    - Send synchronization requests to the app

    So if the connection to that server is not possible, then all iOS devices are affected.

    Please not that other iOS related functionality like installing profiles or installing are not affected by this issue as this is done direclty via the connection to the Apple APNS gateway.

    Best regards

    Stefan

    :55279
  • 0

    Thanks for the reply Stefan.

    have checked with the network team and the firewall is not blocking access to  IP 85.22.154.49 (services.sophosmc.com )

    Is there anything else i should be checking.

    Thanks Jason

    :55449
  • 0

    Hi Jason,

    this is strange. The shown error clearly indicates that there is a connection issue to the shown hostname / ip.
    Maybe there is a DNS issue? Can you perform an nslookup or a tracert for the hostname?

    Best regards

    Stefan

    :55485
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