Technical Tip: Airwatch MDM Poll fails with invalid username error
Description
Airwatch intermittently fails MDM poll.
Symptoms:
- Test connection succeeds
- Failure can occur when polling on scheduled basis, manual or via on-demand
- Alarm similar to the following is generated
Alarm: com.bsc.api.alarm.YamsAlarm.label.MDM_POLL_FAILURE
Cause: com.bsc.api.alarm.YamsAlarm.label.MDM_POLL_FAILURE
Event:
MDM Poll Failed.
Incorrect Username or Password
output.master shows 404 error entries similar to the following:
yams INFO :: 2021-04-01 14:10:51:450 :: ############################## GET() starting ##############################
1 > GET https://<Airwatch Server name>/api/mdm/devices?searchby=macaddress&id=xxxxxxxxxxxx
yams INFO :: 2021-04-01 14:10:51:844 :: respone(2) InboundJaxrsResponse{context=ClientResponse{method=GET, uri=https://<Airwatch Server name>/api/mdm/devices?searchby=macaddress&id=xxxxxxxxxxxx, status=404, reason=Not Found}}
It has been observed that this behavior can occur if an API call limit has been reached in Airwatch.
Solution
In the Administration UI, navigate to the appropriate view to modify the MDM service.
Version 8.x: Navigate to System > Settings > System Communication > MDM Service
Version 9.x: Navigate to Network > Service Connectors
In the MDM Services model, check the following:
- Ensure Application Collection is disabled
- Set polling interval to be less frequent. By default, MDM poll is set to 1 hour.
- If On-demand registration is enabled, set polling interval to run during off hours on a daily basis. Since the MDM server is queried when unknown hosts reach the captive portal, the scheduled poll is primarily needed to update a registered host's health status.
- If On-demand registration is not enabled, reduce the frequency to every 4 hours. If behavior persists, reduce the frequency further as needed.
For details on the MDM view, refer to the appropriate document:
Version 8.x: Airwatch MDM Integration reference manual
Version 9.x: Third Party MDM Device Integration reference manual