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MobiControl Troubleshooting Guide |
Q1. I created an add devices rule, generated a Device Agent, and installed it onto my mobile device. Why does it seem not to get connected to MobiControl?
The most common reason why a MobiControl Device Agent cannot connect to a MobiControl Deployment Server is because there is a firewall between the device and the Deployment Server that is blocking the connection attempt from the device. By default, MobiControl Device Agents open TCP/IP connections to Deployment Servers on port 5494. If there is an intermediate firewall (i.e. personal firewall or corporate firewall) between the device and the Deployment Server that is blocking the connection, the connection attempt will fail.
A personal firewall is one that is running on the computer that is running the Deployment Server. For example, the Windows XP firewall (typically running by default) blocks several TCP/IP ports including port 5494. If you are running a Windows XP or another firewall on a computer that is running a MobiControl Deployment Server, make sure that TCP/IP port 5494 is not being blocked.
If your devices are external from your corporate network and need to go through a corporate firewall to get to MobiControl Deployment Server(s), you will probably need to configure external IP address(es) for Deployment Server(s) and then setup firewall rules to map the connections to the external addresses to the internal Deployment Server IP addresses. To configure external IP addresses and ports for your Deployment Servers:
- In MobiControl Manager, go to the Deployment Servers view (tab), right-click on the Deployment Server icon for a particular server, and select Properties.
- In the Deployment Server Properties dialog box, you can enter external IP addresses and ports. Once you have configured alternate addresses, all MobiControl Device Agents that you create after that point will use the external IP addresses and ports to connect.
If you have multiple Deployment Servers, you need to configure a different external address for each server. Once you have configured external addresses, you need to generate new MobiControl Device Agents and install them on your mobile devices. The Device Agents will now use the external addresses to connect to Deployment Servers. To be able to establish remote control sessions to external mobile devices and/or devices whose IP addresses are not public you need to set the MobiControl remote control profile for your devices to "TCP/IP(SERVER)." The default remote control connection profile setting is "TCP(IP)." You can set the default remote control connection profile when creating add devices rules or by right-clicking on a device group or device in the MobiControl Manager device tree and selecting the Configure Device(s) menu option.
Note:
MobiControl Deployment Servers always listens for connections on TCP/IP port 5494, this "internal" port is currently fixed. The Deployment Server Properties dialog box in MobiControl Manager allows you to change both the external IP address and the external port for Deployment Servers. If you do assign external IP addresses and ports for your servers, you must create a firewall/proxy server rule to map the external address to the internal IP address and port (5494) of your Deployment Server computers.
Example:
If you have configured a Deployment Server as follows:
Deployment Server Primary External IP =
209.151.100.111, Port = 2000
Deployment Server Internal IP =
192.168.1.11, Port = 5494
You will need to configure a firewall rule to map the external TCP/IP address 209.151.100.111:2000 to the
internal TCP/IP address 192.168.1.11:5494 of the Deployment Server computer.
Please also see the answer to Q5. What are the files associated with MobiControl at the desktop level and at the mobile device level? below.
Q2. Is there a way to troubleshoot or test to see if my devices can successfully connect to Deployment Servers?
To test if the MobiControl Device Agentthat is installed on a device can connect to a MobiControl Deployment Server:
- Click on the MobiControl icon in the system tray of the device.
- From the displayed menu, select Configure.
- In the Configuration tool, select the Servers tab.
- In the Deployment Server(s) section of the Servers tab, select the address of a server (i.e. tap on the address) and then click on the Test button. A dialog box will be displayed that shows the status of the connection test as it proceeds.
Note:
If you have multiple Deployment Servers configured you can repeat the above test for each Deployment Server in the list.
Q3. Why do I receive a "No matching add devices rule" message from MobiControl when my device tries to connect to a Deployment Server?
If you created an add devices rule, generated a Device Agent, installed the agent onto a device, then deleted or disabled the add devices rule that you previously created, you will get this message.
When you generate a MobiControl Device Agent from an add devices rule, the rule ID of that add devices rule is embedded into the generated Device Agent. When you install the agent onto a device, it will send that rule ID to the server, and the server will use the rule ID to look up the particular add devices rule to configure the device accordingly.
If you delete or disable the add devices rule, when the agent on the device sends the rule ID up to the server, the server will not find the rule, and will notify the Device Agent of the problem. In this case the Device Agent will display the "No matching add devices rule" message. Once you create an agent from a rule, you need to keep the rule till all of your devices have been configured.
If the add devices rule is disabled, just enable it. If you have deleted the add devices rule, you can create a new rule and then generate a new agent and use the new agent on all of your devices. It is also possible to create a new "open" add devices rule. An open add devices ruleis configured to allow configuration of any agent; it skips the rule ID check). To configure an open add devices rule, you need to use the Advanced Settings button when configuring the rule. If you configure an open add devices rule it will work with any existing Device Agent. If you create an open add devices rule you should disable any other add devices rules that you may have.
Q4. I'm trying to deploy an executable to the device, but the deployment fails because the application is running. What can I do?
When
you deploy packages with MobiControl, you can insert
scripts
into your packages. There are two types of scripts: pre-install scripts and post-install scripts. Pre-install scripts are
executed before the package files are installed onto the device, post-install scripts are executed after the package
files are installed. In this case you can add a pre-install script with specific commands to terminate the executable file
(application) that is running on the device before installing the new executable file. You can also use the "kill" script
command to terminate a running executable.
Q5. What are the files associated with MobiControl at the desktop level and at the mobile device level?
If any file from the list above is missing in the device, then the MobiControl Device Agentinstallation did not complete successfully. Please re-install the agent on the mobile device.
Files Where a Management Consol or Deployment Server are installed
| File name | Information | File Name | Location |
|---|---|---|---|
| Deployment Server Log File |
This log file contains the activity report of the Deployment Server. If the Deployment Server is not running efficiently, this log file can be very useful for diagnostics and troubleshooting. |
MCDeplSvr.log
|
\Documents
and Settings \LocalService \Application Data \SOTI\
|
| MobiControl Manager Log File |
This log file contains the activity report of the MobiControl Manager. If the MobiControl Manager is not running efficiently, this log file can be very useful for diagnostics and troubleshooting. |
MCManager.log
|
\Documents
and Settings \%username% \Local Settings \Application
Data \SOTI \MobiControl\
|
| MobiControl Remote Log File |
This log file contains the activity report of the MobiControl Remote. If the MobiControl Remote is not running efficiently, this log file can be very useful for diagnostics and troubleshooting. |
MCRemote.log
|
\Documents
and Settings\ %username%\ Local Settings \Application
Data \SOTI \MobiControl\
|
| MobiControl Security Audit Log File |
This log file contains the activity report of the MobiControl Security Audit. If the MobiControl Security Audit feature is reporting alerts, this log file can be very useful for diagnostics and troubleshooting. |
MCSecAudit.log
|
\Documents
and Settings\%username%\ Local Settings\ Application
Data\ SOTI\ MobiControl\
|
| MobiControl Agent Install Log File |
This log file contains the activity report of the MobiControl Agent Install. If the MobiControl Agent did not get installed successfully, this log file can be very useful for diagnostics and troubleshooting. |
MCAgtInst.log
|
\Documents
and Settings\ %username%\ Local Settings\ Application
Data\ SOTI\ MobiControl\
|
| MobiControl Package Studio Log File |
This log file contains the activity report of the MobiControl Package Studio. If the MobiControl Package Studio is not running efficiently, this log file can be very useful for diagnostics and troubleshooting. |
MCPkgStudio.log
|
\Documents
and Settings\ %username%\ Local Settings\ Application
Data\ SOTI\ MobiControl\
|
| Installation Log File |
This log file contains the activity report of the MobiControl Installer. |
DBInstall.log
|
C:\ (root of your computer) |
Files where a Windows Mobile or Windows CE Device Agent is installed
| File name | Information | Location |
|---|---|---|
commloader.exe
|
This file manages communication between the MobiControl Deployment Server and the mobile device. This file is the primary executable for the MobiControl Device Agent. Please see the Tips and Tricks page for more information and options available with |
|
mckiosk.exe
|
Device lockdown functionality is implemented in this file. | \windows\ |
pdb.ini
|
This file contains configuration information for the mobile Device Agent to use for a successful setup and communication. It also contains the variables that control the Deployment Server information, device naming parameters, communication, logs and packages information. If this file is deleted or becomes corrupted, then the Device Agent will be unable to run and connect with MobiControl Deployment Serverproperly. You would need to re-install the agent on the mobile device. |
Installation directory of the MobiControlDevice Agent For
example, for rugged devices, the location would the |
pkctrlsv.dll
|
This .dll file implements the remote control functionality.
|
\windows\ |
pdbpkg
|
This folder contains the compressed packages that are pushed down
to devices via MobiControl. As the package is now stored locally on
the mobile device, if the need comes to re-install the package,
MobiControl will not re-send the package. It will send the command
to install the package and the package will be
re-installed from the " |
Installation directory of the MobiControl Device Agent For example, for rugged devices, the location would the "persistent
file store" of the mobile device. For non-rugged devices, the
location would be " |
pdbinfo
|
This folder contains the results of the package executions. If a MobiControl package has been executed successfully, the resulting files will be in this folder. |
Root drive of the mobile device |
pkfsh.dll
|
This file implements file encryption on the mobile device. |
\windows\ |
devinit.pcg
|
device initial package |
\Temp\ |
mcreseng.dll
|
Keeps all MobiControl program resources | \windows\ |
autorun.log
|
Contains the MobiControl autorun log.
This log is only available when MobiControl Device Agent is using MobiControl Autorun system. |
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pkctrlsv.log
|
Contains general activity and information on MobiControl. |
Root drive of the mobile device |
pkfsh.log
|
Contains activity of MobiControl file encryption. |
Root drive of the mobile device |
pkInst.log
|
Contains information on the MobiControl device agent installation. |
Root drive of the mobile device |
Files where a Windows Desktop Device Agent is installed
| File name | Information | Location |
|---|---|---|
commloader.exe
|
This file manages communication between the MobiControlDeployment Serverand the mobile device. This file is the primary executable for the MobiControlDevice Agent. Please see the Tips and Tricks page for more information and options available with |
Installation directory of the MobiControl Device Agent. Default location:
|
pdb.ini
|
This file contains configuration information for the mobile Device Agentto use for a successful setup and communication. It also contains the variables that control the Deployment Serverinformation, device naming parameters, communication, logs and packages information. If this file is deleted or becomes corrupted, then the Device Agentwill be unable to run and connect with MobiControlDeployment Serverproperly. You would need to re-install the agent on the mobile device. |
Installation directory of the MobiControl Device Agent
|
pdbpkg
|
This folder contains the compressed packages that are pushed down
to devices via MobiControl. As the package is now stored locally on
the mobile device, if the need comes to re-install the package,
MobiControl will not re-send the package. It will send the command
to install the package and the package will be
re-installed from the " |
Installation directory of the MobiControl Device Agent
|
pdbinfo
|
This folder contains the results of the package executions. If a MobiControl package has been executed successfully, the resulting files will be in this folder. |
Installation directory of the MobiControl Device Agent
|
MCHook.dll
|
This file allow the MobiControl Desktop Agent to capture keyboard, mouse, and screen input for 32-bit and 64-bit machines. |
Installation directory of the MobiControl Device Agent
|
MCHook64.dll
|
This file allow the MobiControl Desktop Agent to capture keyboard, mouse, and screen input for 32-bit and 64-bit machines. |
Installation directory of the MobiControl Device Agent
|
Commloader.dll
|
Contains resources for Commloader.exe |
Installation directory of the MobiControl Device Agent
|
MCHookHelper.exe
|
This file allow the MobiControl Desktop Agent to capture keyboard, mouse, and screen input for 32-bit and 64-bit machines. |
Installation directory of the MobiControl Device Agent
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Uninstall.bat
|
Run this batch file to manually uninstall the MobiControl Desktop Agent |
Installation directory of the MobiControl Device Agent
|
Install.Bat
|
Run this batch file to manually install the MobiControl Desktop Agent |
Installation directory of the MobiControl Device Agent
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WinAgent.log
|
Contains general activity and information on MobiControl. |
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