iOS devices in Sophos Mobile Control stop syncing and you cannot send commands to them

  • Article ID: 118799
  • Updated: 12 Apr 2016

Issue

All iOS devices in Sophos Mobile Control stop syncing, and you are unable to send commands to them via the Sophos Mobile Control console. The devices do not receive the server commands either via a 3G connection or Wireless LAN. Tasks sent out to the devices remain in the status "Notified" This happens after the APNs file is renewed or altered.

First seen in
Sophos Mobile Control

Cause

This can happen if the APNs certificate has recently been replaced or altered within the Sophos Mobile Control console

What To Do

If you see this error, it can be resolved by one of the following methods.

Method 1

Upload the old APNS certificate which has been used previously if this still exists / is valid. If the file requires updating follow article 118926.

If renewing the certificate did not solve the problem, follow Method 2 to get the client syncing again.

Method 2

Re-register all the devices that are currently not able to synchronize. This will provide them with the new APNs information.

 
If you need more information or guidance, then please contact technical support.

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