This purpose of this article is to help XenMobile administrator troubleshoot issues related to windows policy deployment failures and also provide additional information on settings up XenMobile server with right values.

Instructions

Symptom of Error:

1. User/Administrator reports saying polices are not getting pushed or updated on windows devices by Xenmobile server.
2. Policy Deployment status in XMS server either shows as pending or failed.
3. Administrator unable to perform or deploy any actions (Like Selective wipe, location device, pushing apps etc.)

Troubleshooting Steps:

1. First make sure the Policy which is failing is part of the correct delivery group and the user is part of that delivery group.
2. Log in to XMS server admin console > Select the user to whom the policy is not deployed > Select Assigned Policies tab and see if the policy is under Pending or Failed state.

• If the policy is in under pending state it will get deployed to the device once it connects back to the server or you can also do Deploy now from XMS server which will deploy the policy immediately. Alternately from Secure Hub you can also do a Refresh Policy. 
• If the policy is in failed state, grab XMS server debug logs and looks for failed error codes which can gives some insight on the reason for failure.

  

3. If the XMS servers are load balanced by NetScaler, make sure both MDM Load balancers are enabled for SSL Stickiness persistent (i.e. Persistence is SSLSession).

4. Select the windows device on which policy deployment has failed and verify if “WNS Notification Status” is Success as shown in below screenshot. If the status is failed, please verify if the firewall ports 443 is open for login.live.com and *.notify.windows.com. 

 

5. Go to XenMobile Troubleshooting and Support portal > select XenMobile Connectivity Checks > Select Microsoft Push Notification Server and Test connection. Reference screenshot below

6. Under XenMobile Server properties search for “windows.wns.heartbeat.interval” and verify the property value. Policy updated will get pushed to the devices as per the value mention in the below property or you can do a manual deploy now from XMS server or you can also do a policy refresh on device.
7. If the XenMobile servers are deployed in clustered environment, try shutting down all the nodes except one node and verify if the issue still exists.

8. To detailed logs from XenMobile server, set the log level to TRACE and reproduce the issue to collect logs for investigation.