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?

Q2. Is there a way to troubleshoot or test to see if my devices can successfully connect to Deployment Servers?

Q3. Why do I receive a "No matching add devices rule" message from MobiControl when my device tries to connect to a Deployment Server?

Q4. I'm trying to deploy an executable to the device, but the deployment fails because the application is running. What can I do?

Q5. What are the files associated with MobiControl at the desktop level and at the mobile device level?

Q6. How to start MobiControl Management Service or MobiControl deployment service for a user that is not a member of administrator group but has only permissions as "Log on as a service"?

Q7. Why do I get a 'Deployment Server Not Registered' error in the Web Console when I click on a Deployment Server?


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 MobiControlDevice Agent cannot connect to a MobiControlDeployment 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, MobiControlDevice 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 MobiControlDeployment 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 MobiControlDeployment 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:

  1. In MobiControl Manager, go to the Deployment Servers view (tab), right-click on the Deployment Server icon for a particular server, and select Properties.
  2. In the Deployment Server Properties dialog box, you can enter external IP addresses and ports. Once you have configured alternate addresses, all MobiControlDevice 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 MobiControlDevice 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:

MobiControlDeployment 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 MobiControlDevice Agentthat is installed on a device can connect to a MobiControlDeployment Server:

  1. Click on the MobiControl icon in the system tray of the device.
  2. From the displayed menu, select Configure.
  3. In the Configuration tool, select the Servers tab.
  4. 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 MobiControlDevice 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 MobiControlDevice 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 MobiControlDeployment Server and 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 Commloader.exe.

\windows \startup\

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 MobiControlDeployment 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
"persistent file store" of the mobile device; for non-rugged devices, the location would be "\SOTI\."

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 "PDBPKG" folder.

Installation directory of the MobiControlDevice 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 "\SOTI\."

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.

Note:

This log is only available when MobiControlDevice Agent is using MobiControl Autorun system.

 
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 Commloader.exe.

Installation directory of the

MobiControlDevice Agent. Default location:

%PROGRAM FILES%\SOTI\MobiControl\

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

%PROGRAM FILES%\SOTI\MobiControl\

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 "PDBPKG" folder.

Installation directory of the

MobiControl

Device Agent

%PROGRAM FILES%\SOTI\MobiControl\

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

%PROGRAM FILES%\SOTI\MobiControl\

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

%PROGRAM FILES%\SOTI\MobiControl\

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

%PROGRAM FILES%\SOTI\MobiControl\

 
Commloader.dll

Contains resources for Commloader.exe

Installation directory of the

MobiControl

Device Agent

%PROGRAM FILES%\SOTI\MobiControl\

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

%PROGRAM FILES%\SOTI\MobiControl\

Uninstall.bat Run this batch file to manually uninstall the MobiControl Desktop Agent

Installation directory of the

MobiControl

Device Agent

%PROGRAM FILES%\SOTI\MobiControl\

 
Install.Bat

Run this batch file to manually install the MobiControl Desktop Agent

Installation directory of the

MobiControl

Device Agent

%PROGRAM FILES%\SOTI\MobiControl\

WinAgent.log

Contains general activity and information on MobiControl.

%USERPROFILE%\AppData\Local\MobiControl\

 

Q6. How to start MobiControl Management Service or MobiControl deployment service for a user that is not a member of administrator group but has only permissions as "Log on as a service"?

If the user is not a member of administrator group but has only "Log on as a service" permissions, Management and Deployment services will not start automatically. In order to start services, [Read/Write] permissions needs to be set manually for Program data folder (for service logs) and register required URL for non-administrator users and accounts. You can set required URL registration and Namespace reservation by running following commands on command prompt.

 

If service is running on port 80

If service is running on port 443

Q7. Why do I get a 'Deployment Server Not Registered' error in the Web Console when I click on a Deployment Server?

This error indicates that the Management Service is unable to communicate with the Deployment Server. This is usually due to one of the following:

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