Problem: iOS (14.x) Secure Hub Profile Installation only successfull after 10 attempts

[Sven Vater1709162291]

Hi,

our users have the problem, that the profile installation on Secure Hub fails. It takes about 10 attempts before it works out successfully and both Profiles can be installed. I need help please. Thank you.

[ArnaudP1]

1 hour ago, Sven Vater1709162291 said:

Hi,

our users have the problem, that the profile installation on Secure Hub fails. It takes about 10 attempts before it works out successfully and both Profiles can be installed. I need help please. Thank you.

Hello,

 

Is it on-premises deployment or Cloud?

 

[Sven Vater1709162291]

10 minutes ago, Arnaud Pain said:

Hello,

 

Is it on-premises deployment or Cloud?

 

It´s on-premises deployment. Xenmobile-Server Software release build 10.12.0.8

[ArnaudP1]

Is this happening for all your users?

The process of certificate/profiles installation should occur after few seconds, however depending on the Internet connection for user's device as well as for your incoming access to your ADC can impact the time or number of attempts.

 

Did it ever work on first try after few seconds?

Did you test with multiple iOS devices?

 

Thanks

[Sven Vater1709162291]

17 minutes ago, Arnaud Pain said:

Is this happening for all your users?

The process of certificate/profiles installation should occur after few seconds, however depending on the Internet connection for user's device as well as for your incoming access to your ADC can impact the time or number of attempts.

 

Did it ever work on first try after few seconds?

Did you test with multiple iOS devices?

 

Thanks

Yes, all users.  I've tested it on different devices. The first Profile can be installed. The second not (only after repeated attempts).  Did it ever work on first try after few seconds? -> No, but i test it again. I can make a Screen-Recording, for better translation.

 

[Sven Vater1709162291]

7 hours ago, Sven Vater1709162291 said:

Yes, all users.  I've tested it on different devices. The first Profile can be installed. The second not (only after repeated attempts).  Did it ever work on first try after few seconds? -> No, but i test it again. I can make a Screen-Recording, for better translation.

 

I made an Video with the issue,  we have...

[ArnaudP1]

1 minute ago, Sven Vater1709162291 said:

I made an Video with the issue,  we have...

citrix-2.mov

Based on your video, the profile can install but after you have an error.

 

Is it MAM Only or MDM+MAM?

 

Thanks

[Sven Vater1709162291]

12 minutes ago, Arnaud Pain said:

Based on your video, the profile can install but after you have an error.

 

Is it MAM Only or MDM+MAM?

 

Thanks

When all Profiles installed correct (after 10 of more attenpts) its look like this: 

[ArnaudP1]

OK, so it's weird as on the video you have the MAM part installed on not the MDM.

The right order is MDM first and then MAM.

 

Did you install it yourself?

Which documentation did you follow?

 

Thanks

[Daniel Weppeler1709159306]

Hey,

 

can you please check the server property "ios.mdm.enrollment.installRootCaIfRequired" if is set to "false"? <

More information here: https://docs.citrix.com/en-us/xenmobile/server/advanced-concepts/xenmobile-deployment/server-properties.html

 

Additonally, I would recommend to install rolling patch 5 or directly to XMS 10.13:

https://support.citrix.com/article/CTX286434

 

Cheers,

Daniel

https://danielweppeler.de