How to troubleshoot the Android Device actions remaining in open state.
Resolving the problem
There are various reasons to modify a IEM Client site. The most common is that the IEM Server/Relays are not able to send UDP messages to the IEM Clients due to network constraints. IEM uses a polling mechanism which can be configured via the IEM Client settings so this can be done on a client basis manually or by a TASK and does not required agent restart.
GCM notifies Android devices that new content is available, which makes it start processing it in a matter of seconds instead of minutes and replaces the old UDP notifications. GCM needs to be enabled in the server :
Troubleshooting GCM inconsistent results.
1. Verify if you have a valid Google Account :
- The device has a valid Google account registered in the user accounts section.
- The device has Google Play installed.
- IBM Mobile Client was installed from Google Play.
- The device can reach google.com.
2. Verify if you have opened the right ports on your firewall :
- you can find the information about ports to be opened for GCM protocol in the following IEM documentation: https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/Tivoli+Endpoint+Manager/page/Android+Device+Notifier+Service
- The Android Device Notifier Service will connect to GCM at https://android.googleapis.com/gcm/send using port 443. The Android devices will connect to GCM using ports 5228, 5229, and 5230. You can find the same information on GCM Architectural Overview page http://developer.android.com/google/gcm/gcm.html
3. If you have the latest GCM plugin installed then the IEM android agent log would show various "GatherHashMV received" messages.
- Android agent log :https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/Tivoli+Endpoint+Manager/page/Troubleshooting+Android+Agent
out if messages are being sent and received, or if they are not being sent at all. If the value in that analysis changes but the client doesn't report then we'd be dealing with a complete different problem. You should open Analysis 181, check the value of last GCM message time, then issue a command like a "lock screen" against a problematic device and check if/how long it takes for the value to change.
5. Despite of polling the Android agent will report once every 3 hours, or once every 6 hours, depending on when you set up you deployment. However, this is configurable and you can change it at any time by Fixlet "ID118 :"Android Agent Setting: Enable Command Polling" in the MDM site.
Note : You should also note that enabling command polling or bumping up its frequency is gonna make the agent use more battery :