Citrix XenMobile Mobile Device Management (2014)

Chapter 10. Troubleshooting

With every application come issues ranging from its installation, management, configuration, and so on. But these issues can be tactfully handled by following a logical and properly documented approach. In this chapter, we will deal with three of the most common issues that arise while working with XenMobile, discuss their cause, and provide resolutions. The topics covered in this chapter are as follows:

· Installation issues

· LDAP integration issues

· Remote Support issues

Installation issues

Most of the XenMobile installation issues can occur due to not meeting system requirements. Before installing the XenMobile MDM Solution, ensure all the deployment prerequisites, as mentioned in Chapter 2, XenMobile™ Solution Deployment Prerequisites, have been met successfully. We will see one of the common error messages received during the installation of XenMobile Device Manager.

· Error: The configuration failed due to the following errors:

java.lang.ExceptionInInitializerError or Error 404, while updating XenMobile DM

· Cause: Incomplete Java prerequisites

· Resolution: Install Java prerequisites as mentioned at http://support.citrix.com/proddocs/topic/xenmobile-prepare/xmob-deploy-device-manager-sys-reqs-con.html.

Ensure the prerequisites, as mentioned in Chapter 2, XenMobile™ Solution Deployment Prerequisites, have been met successfully or refer to the preceding link.

LDAP integration issues

LDAP integration enables XenMobile to communicate with Microsoft Active Directory services. This in turn allows XenMobile to gather a list of Active Directory users. It has been noted that, while configuring LDAP in XenMobile Device Manager, admins can face issues due to incorrect LDAP settings. For example, consider the following scenario:

· Issue: In many organizations, the internal domain name may be different from the external (on the Internet) published domain name. For example, internally, it is teamxchange.in, while it is published externally as teamxchange.com. In such cases, setting up LDAP can cause problems if domains don't match.

· Cause: Incorrect Domain Alias mentioned in XenMobile Device Manager under Option | LDAP.

· Resolution: Domain Alias mentioned should be the externally published domain name, that is, teamxchange.com.

Remote Support issues

Remote Support application in XenMobile bundle allows administrators to remotely access devices and perform specific tasks on enrolled devices. The following instance deals with an issue faced while remotely accessing a device:

· Issue: When trying to remotely access a device, the administrator receives an Access Denied error.

· Cause: Remote Support not supported.

· Resolution: Before remotely accessing a device, we need to ensure that the device is either Samsung SAFE-enabled or a Windows Mobile-based device. XenMobile only supports the mentioned devices at the time of writing.

Summary

In this chapter, we discussed the most common installation, LDAP, and Remote Support issues. Also, we have discussed their best-known causes and resolution. To add to Troubleshooting, the most important factor is to regularly monitor the XenMobile components and their functionalities. This sums up our lesson on the XenMobile Solutions Bundle and its setup to ensure a secure and compliant environment.