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KeatonHamilton
1 Copper

Device registered in WMS but cannot remote manage

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I have a 3040 I have registered in WMS.  I registered it using Centeral Config -> WDA -> CCM and entering a previously created group config registration token.  It validated the token successfully, reset the device and it shows up in WMS.  Shows compliant and has correct IP address.

However I cannot manage it from WMS in any way.  I cannot Query, Send Message, or even Restart.  It will not publish any group config changes (in the job list they are just sitting at Queued and none in progress).  I also tried request log file from the device but it fails.

Any ideas?

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KeatonHamilton
1 Copper

Re: Device registered in WMS but cannot remote manage

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Just wanted to update that the issue was finally solved but not 100% sure what the root cause.  In the end we un-installed everything (nuked database too) and re-installed.  Everything works as expected now.

Our best guess was something was messed up in the database but I'm not sure what.

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buffalobound
3 Argentium

Re: Device registered in WMS but cannot remote manage

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There are 2 ports required for communication with ThinOS to WMS.  Port 443, and port 1883.   When a device registers, but cannot receive real time commands (reboot, send message, etc.) it usually means the device is not communicating on port 1883.   

Can you send a screenshot of your WMS settings on the device?    Make sure you click the checkbox for advanced settings, and make sure validate CA certificate is off. 

Thanks

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KeatonHamilton
1 Copper

Re: Device registered in WMS but cannot remote manage

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Thank you for the reply.  I cannot get a screen shot of the menu from the device but I do have Enabled CCM Advanced Settings checked and Enabled CA Validation is not checked.

CCM Server - https://WMSserver.domain.com:443

MQTT server -  WMSserver.domain.com:1883

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buffalobound
3 Argentium

Re: Device registered in WMS but cannot remote manage

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It looks right. 

What version of firmware are you testing?   

What do you see in the event log on the device when you try and connect?

From the device can you ping both the short name of the wms server, and the FQDN?

in other words can you ping wmsserver and wmsserver.domain.com

 

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KeatonHamilton
1 Copper

Re: Device registered in WMS but cannot remote manage

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System version is 8.4_105

In the event log it contacts the CCM server, retrieves configurations, and checks in.

I can ping both the FQDN and shortname of the wmsserver from the device.

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KeatonHamilton
1 Copper

Re: Device registered in WMS but cannot remote manage

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Just wanted to update that the issue was finally solved but not 100% sure what the root cause.  In the end we un-installed everything (nuked database too) and re-installed.  Everything works as expected now.

Our best guess was something was messed up in the database but I'm not sure what.

CK Gowda
1 Copper

eRe: Device registered in WMS but cannot remote manage

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Could you please help me with more on resolution part. I am also experinicing the same issue.

1. Running Windows 10 IoT on Dell Wyse device 5060.

2. Installed WDA on thinclient and registered it.

3. I could see Device is registered in WMS but unable to take any actions.

4. Could you please help me with the guide document or any troubleshooting steps.

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