Android Endpoind Security - disconnecting

[JirkaL 0]

Good day,

we need to solve the problem of accidentally disconnecting mobile client from the ESMC. Let me describe what is happening:

1) register a new phone via email
2) the device is properly registered and activated
3) Install with Endpoint, project policies, everything works

However, after some time, the phone stops connecting to the ESMC server. I found that just opening the Endpoint on the phone and the connection is reestablished and it works for a while (it's random).
We run the server on an internal address and we have foorwarding these ports: TCP/9980, TCP/9981, TCP/2222.
However, even if the client is connected to wifi on the same subnet as the ESMC server, the connection does not work. If we had a problem, for example, in port forwarding, it could not even register.
Is there any way to find out what's going on? Any log etc?

 

ESET Security Management Center (Server), Verze 7.0 (7.0.577.0) on Win2019DC.

 

Thank you

 

Jirka

Edited November 1, 2019 by JirkaL

[Marcos 5,189]

I'd strongly recommend raising a support ticket with your local customer care.

[JirkaL 0]

7 hours ago, Marcos said:

I'd strongly recommend raising a support ticket with your local customer care.

Hi Marcos,
do you mean with our dealer or should I set up a ticket on support portal?

Jirka

[Mirek S. 18]

Hello,

Anroid devices should by default "poll" MDM server every 20-30 minutes even if they don't have "work to do".

As this seems like EESA issue I suggest raising ticket over built-in funcionality in EESA - there is menu option to send customer care incident which will include logs. Customer care should reach you out if more logs are required.

HTH,

M.