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Upgrade From SMC4.0.4 to 5.1.3 - SMC App Can't Synchronize

StanGibson

I upgraded from SMC 4.0.4 to 5.1.3 today, and now i am having an issue where some (but not all) of my users cannot synchronize the SMC iPhone App with the server. They constantly get a "synchronization Failed - Authentication Error".  A data refresh from the server will not refresh the App Sync either, but it is still successful. I can still control the phone (lock it, etc) from the server, but  just can't sync the app from the phone. Anybody else experience this? Any help greatly appreciated.



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  • 0
    Hi Stan,

    sorry for the late reply.

    Have you installed the latest version of the SMC app on the mobile devices?
    With the update to SMC 5 the old SMC 4 apps are not able to communicate anymore with the new SMC 5 server. Therefore, an update of the apps is required.

    Best regards
    Stefan
  • 0
    Hi,

    we have exactly the same issue here. 2 out of over 20 user / devices can't sync their app anymore. Deleting and reinstalling the app (with restart in between) doesn't solve it. It doesn't matter either, if they are online by wifi or cellular. We also updated our SMC from 4.0.4 over 5.0 to 5.1.3. Apps are all up-to-date. Managing the devices from the web interface is still possible. Any help is really appreciated.

    Regards,
    Dirk
  • 0

    Hi Dirk,

    is there any error shown when the user clicks on the "Synchronize" button?
    When you reinstall the app have you sent out the "Reconfigure SMC app" email to the device?

    Please be aware that old activation tokens which might still be part of the device properties are not valid anymore as of SMC 5.

    Best regards
    Stefan

  • 0
    Hi,

    indeed an old activation token seems to have been the problem. However, In my case only the following order of steps was succesfully:

    - remove the control app from the device
    - install the app again (I've pushed the install from SMC and I've done a restart before)
    - sent out the "Reconfigure SMC app" email (not to the device, cause it is not compliant and can't receive any mails. The User received the mail on his notebook)
    - scan the QR-code that comes with the mail

    Now all devices can sync the app again!

    Thanks for your help.
    Dirk
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