Update of WiFi Configuration/Policy Causes iOS Devices To Lose Connectivity

Article:TECH194625  |  Created: 2012-08-08  |  Updated: 2013-09-09  |  Article URL http://www.symantec.com/docs/TECH194625
Article Type
Technical Solution



Issue



Update of a WiFi configuration or policy causes iOS devices to lose connectivity to site-server.  On the device, the associated WiFi profile no longer exists and the device does not have the WiFi connection.


Environment



Symantec Mobile Management 7.0 SP3, 7.1, 7.1 MR1, 7.1 SP1, 7.2, 7.2 MR1

iOS devices with only a single WiFi network connection available (no secondary or other manual WiFi networks/settings)


Cause



Scenario: In certain customer environments, administrators will provision a device using a temporary WiFi connection setup manually.  After provisioning and update of the devices profiles, it may now have a production network WiFi profile installed via policy and be changed over to use that connection.  The administrator removes the manual connection settings for the temporary provisioning network ("forget this network") and the device now relies on that single WiFi profile connection.

Update of an iOS Configuration or associated policy queues all targeted devices by that policy to require an update.  Upon the next update of policies for that device, the site-server first triggers a configuration removal and then an installation of all updated profiles.  By first removing the old profile, the only communication mechanism for that device has now been removed.  The iOS device is unable to communicate with the site-server to receive the updated WiFi profile.


Solution



This installation issue has been resolved in Symantec Mobile Management 7.2 SP1. The Site-Server now performs a replace action on profiles.

As a workaround, customers with a secondary physical WiFi network can create a failover WiFi Configuration and Policy.  Customers should not create a secondary WiFi configuration and policy for the same single WiFi network.  See TECH194610.

Note: The upgrade of Symantec Mobile Management to 7.2 SP1 changes profile identification for iOS devices.  This causes all profiles to be marked as updated and will be replaced on the device.





Article URL http://www.symantec.com/docs/TECH194625


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