Unable to issue an iOS lock device or other APNS/MDM command

Article:TECH182695  |  Created: 2012-02-29  |  Updated: 2013-09-09  |  Article URL http://www.symantec.com/docs/TECH182695
Article Type
Technical Solution


Issue



When trying to issue a Lock Device, Update Policies, Wipe Device, or other iOS APNS/MDM command, the following error is seen:


Error



"There was an error processing the command: result=-1. See the server logs for more details."

The Altiris Logs could show the following error:

Source="Symantec.MobileManagement.DeviceActions.DoAction"
Description: Error sending lock device request.

( Exception Details: System.UriFormatException: Invalid URI: The hostname could not be parsed.
at System.Uri.CreateThis(String uri, Boolean dontEscape, UriKind uriKind)
at System.Web.Services.Protocols.WebClientProtocol.set_Url(String value)
at Symantec.MobileManagement.DemandCommandWebService.DemandCommandWS.set_Url(String value)
at Symantec.MobileManagement.DeviceActions.DoAction(String resourceguid, DeviceAction action) )
( Exception logged from:
at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
at Altiris.NS.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
at Symantec.MobileManagement.DeviceActions.DoAction(String resourceguid, DeviceAction action)
at Symantec.MobileManagement.Web.IOS.LockDeviceAction.ButtonApply_Click(Object sender, EventArgs e)
at Altiris.WebControls.ButtonListControl.RaisePostBackEvent(String eventArgument)
at System.Web.UI.Page.RaisePostBackEvent(IPostBackEventHandler sourceControl, String eventArgument)
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.ProcessRequest(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.ProcessRequest()
at System.Web.UI.Page.ProcessRequest(HttpContext context)
at ASP.ios_lockdeviceaction_aspx.ProcessRequest(HttpContext context)
at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
at System.Web.HttpApplication.ApplicationStepManager.ResumeSteps(Exception error)
at System.Web.HttpApplication.System.Web.IHttpAsyncHandler.BeginProcessRequest(HttpContext context, AsyncCallback cb, Object extraData)
at System.Web.HttpRuntime.ProcessRequestInternal(HttpWorkerRequest wr)
at System.Web.HttpRuntime.ProcessRequestNoDemand(HttpWorkerRequest wr)
at System.Web.Hosting.ISAPIRuntime.ProcessRequest(IntPtr ecb, Int32 iWRType)
)
( Extra Details: Type=System.UriFormatException Src=System )


Environment



Symantec Mobile Management 7.1 SP1


Cause



- The server name is invalid for communication to the MMS Server.  It could be due to a manual configuration error, or from the inventory sent in from the server.

- The Site Server has not been upgraded.


Solution



- Use the override option in the Mobile Management Server settings area to set the correct server name.

  1. Go to Home > Mobile Management
  2. Select Mobile Management Server settings
  3. Select the server in the lower pane list, click the pencil icon to edit it.
  4. In the NS to MMS communication area, set the Override server connection info box and choose valid settings.  HTTPS is not required for NS to MMS communication, even for iOS 5.0 devices.

- Upgrade the Site Server by the following:

  1. Go to Home > Mobile Management
  2. Select Mobile Management Server settings
  3. Select the server in the lower pane list, click on the 'Upgrade' icon. 



Article URL http://www.symantec.com/docs/TECH182695


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