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Troubleshooting Basics

Troubleshooting Devices - Help for your Support Staff

When trying to support your devices there is a proactive approach and a reactive approach. The proactive approach is where you review the information Moki gives you, either in the form of email alerts or what is displayed in the Moki platform. The reactive approach is when there is a problem with the device and you have to fix it. We'll show you how to handle many of these scenarios. You can use the links below to jump directly to an issue.

Proactive

  1. How to tell if devices are up and running or if something is wrong
  2. How to tell what apps and versions are on the device
  3. How to tell what is currently displayed on the device

Reactive

Proactive Troubleshooting

1 - How to tell if devices are up and running or if something is wrong

If you have configured alerts to warn you of areas of concern then look to at the Dashboard and Devices tab. A Low (yellow) or High (red) Device Status or any Active Alerts will tell you that something is wrong. If you don't see any of these you can assume that all is well. All MDM and App alerts will trickle up to the Dashboard. Click on any segment to be taken to those devices in the Devices tab where you can see exactly what the issue is and treat it.

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2 - How to tell what apps and versions are on the device

Sometimes you want to know what apps are on the device and you want to make sure they have the correct version. You can gather this on an individual level by taking the following steps:

  • In Moki, go to the Devices tab
  • Select a device
  • Click on the Inventory tab
  • Click on the Managed Apps list or the Apps list and click on the app - this will extend a box where you'll see the app version

    Screen_Shot_2014-10-15_at_11.17.45_AM.png
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  • If you just sent the app to the device you may need to send a Refresh action to the device, look in the device action history to see that the action Query Apps has completed and then look in the Inventory.

If you are in an App, meaning you have clicked on Change App and selected an app, here are the steps to know what version of the app that device has:

  • Select a device
  • Click on the Performance tab
  • Look next to App Version to see what version it is

    Screen_Shot_2014-10-15_at_10.55.46_AM_copy.png

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3 - How to tell what is currently displayed on the device

The only way to tell exactly what is displayed on the device is to take a screenshot or do a Follow Me Support Session. Both of these options require the app to have the MokiManageSDK embedded. Fortunately screenshots can be taken anytime the app is open by sending a Screenshot action to the device from the app.

Screenshots

  1. Click Change App and select your app, in this case MokiTouch 2, (if you are using Android then you can also take a screenshot from MokiManage Android by following these same steps)

    Screen_Shot_2014-10-15_at_1.26.48_PM.png
  2.  
  3. Select your device
  4. Click the Actions drop down and select Take Screenshot

    Screen_Shot_2014-10-15_at_1.27.58_PM.png
  5.  
  6. Wait a minute for the action to complete. If you want to verify it has completed before proceeding, follow these steps
    1. Click on the Action History icon next to the device name

      Screen_Shot_2014-10-15_at_1.28.38_PM.png
    2.  
    3. Click Take Screenshot

      Screen_Shot_2014-10-15_at_11.36.58_AM.png
    4.  
    5. Check to see if the Status says Complete
    6. If it doesn't say complete, wait a few seconds and hit the Refresh button, repeat steps 2 and 3 until it says Complete
  7. Click on the Support tab

    Screen_Shot_2014-10-15_at_11.36.11_AM.png
  8.  
  9. Click on the Screenshots section
  10. Click the View link
  11. You should now see a screenshot of what is on the device, verify it is the right time by looking at the date and time above the screenshot. 

Follow Me Session

  • From MokiTouch 2 or an app that has the MokiManageSDK embedded in it, select a device
  • Click the Support tab
  • Click the Request New Session button 
  • Have the user at the device accept the prompt
  • You will see several controls on your side to add a note to the session or even share the session with others. You will see any user touch points (blue dot in the middle of the image). As a side note, there is a few seconds delay
  • When you are finished click the Stop Recording button and then the Back to device list link in the top left. Below is an image of a Follow Me Support Session

    Screen_Shot_2014-10-15_at_1.20.12_PM.png

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Reactive

The reactive approach requires doing a little research before you'll really be able to solve the issue. We recommend following these 4 steps when resolving Reactive issues

  1. Locate the device in Moki
  2. Get a description of exactly what the issue is and what the expected experience is supposed to be
  3. Determine if this is an issue related to the device or the app
  4. Resolve according to device or app resolution steps  

1 - Locate the Device in Moki

To find a device in Moki

  • Click on the Devices tab
  • You can click in the Search box and type in the one of the following:
    • Device Name - the nickname in the device list
    • Serial Number (iOS only)
    • WiFi MAC
    • Support Code within MokiTouch 2 settings (located on the enrollment menu item) or, if you have implemented the MokiManageSDK it will be wherever you have determined to put it

      Screen_Shot_2014-09-22_at_3.23.48_PM.png

2 - What is the Issue and Expected Behavior?

Have the person tell you what is happening on the device and the steps they took to get there, as well the expected behavior. Once you have this information in hand you can then move on to the next step and determine where the issue resides.

3 - Is this an App Issue or a Device Issue?

Take the information you have received in the previous step and determine if the problem is at the device level or at the app level. You may run into a scenario where it is both, such as when an app isn't build to run on an older OS. By using the tools you learned during the Proactive approach you could easily advise them on how to fix their issue without ever needing to ask the question, what version of the app are you on, what OS are you running, are you connected to WiFi, etc. Whatever the case may be, Moki saves support staff from needing to walk customers through gathering the basic device and app information required to resolve issues. This is especially helpful when the customer is not very tech savvy and it takes 10 minutes just to instruct them on how to delete an app from the device.

4 - Resolve according to device or app resolution steps

If the issue lies with the app's functionality and the MokiManageSDK is not embedded in the app, the only troubleshooting you'll really be able to do is remotely remove the app and push it down again. Only apps that were installed on the device from Moki can be removed by Moki. Being able to see the app environment and change it's settings is a great benefit derived from embedding the SDK. After troubleshooting an app with the MokiManageSDK embedded will make you never want to never support another app without it. 

Below we list several device and app troubleshooting tips to help you resolve some of the most common issues.

General Issues Common to Most Device Types

1 - Device or App Lost Connectivity

This is an alert that you can set on the MDM or the app side. It means that the device or app cannot be reached by Moki with the last two pings we have attempted. Unless you have an app where the Heartbeat is configurable, we ping the device every hour. If the last seen time next to your device is greater than 2 hours it means that we have not reached the device.

Screen_Shot_2014-10-17_at_4.40.16_PM.png

To resolve you should check the following:

  1. That the device is turned on
  2. WiFi is on, connected and strong
  3. Disconnect and reconnect the WiFi in case it has become stale
  4. Firewall and port settings allow Moki to reach the device (Network Requirements)
  5. An Android device has been powered down for at least 10 minutes to reregister with Google
  6. The app is open (if running an app)
  7. The app can receive Push Notifications or GCM notifications

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2 - App Settings are Incorrect

If you are managing an app and the settings don't seem to be correct, follow these steps to resolve.

  • In Moki click on Change App and select the app you need to review

    Screen_Shot_2014-10-15_at_10.42.22_AM.png
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  • Select your device
  • Go to the Settings tab and review the settings

    Screen_Shot_2014-09-22_at_4.45.04_PM.png
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  • If you need to change them, either Apply Saved Settings or hit Edit Device Settings and change them manually


If the app isn't receiving the new settings then close the app and reopen it, which will force the app to call home. If you just changed MokiManage Android settings then you'll need to reboot the device, which can be done by following these steps

  1. With the device still selected, click the Jump-to icon and select MDM

    Screen_Shot_2014-10-17_at_4.43.09_PM.png
  2.  
  3. Click the Actions drop down and select Restart and confirm you want to send the action

    Screen_Shot_2014-10-17_at_4.43.56_PM.png

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3 - Device is not Showing Up in the Tenant App

If you have installed an app but it is not showing up in your tenant app list it is more than likely because the app is not enrolled. Only apps with the MokiManageSDK can be enrolled in Moki. To enroll the app follow these steps:

  1. Open the app
  2. Go to the app settings, most Moki app settings are entered by making a 7 gesture - drag your finger from the top left to the top right, then down to the bottom right and lift
  3. Click on the Enroll option on the left. If you see an Unenroll option it means it is enrolled already and you must click Unenroll and then the Unenroll This Device button before proceeding ot he next step
  4. Click in the Enrollment Code box and enter the code from the Enroll tab in Moki
  5. Hit the Enroll This Device, or Submit button
  6. The device should show up in the tenant app

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4 - App isn't receiving commands from Moki

In order for an app to receive commands from Moki it must be currently enrolled and open on the device. If it meets these requirements you'll want to check the following:

  • Firewalls don't restrict incoming traffic or at least have all sites open that are listed in our Network Requirement documentation
  • Unenroll the app and reenroll it, if it is a Moki app these steps should help. If the app silently enrolls then you'll want to simply remove the app from the device and push it to it again
    • Enter the app settings by making a 7 gesture - drag your finger from the top left to the top right, then down to the bottom right and lift
    • Click on the Enroll option on the left

      Screen_Shot_2014-10-17_at_4.48.17_PM.png
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    • Click the Unenroll This Device button
    • Click in the Enrollment Code box and enter the code from the Enroll tab in Moki

      Screen_Shot_2014-10-17_at_4.51.21_PM.png
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    • Hit the Enroll This Device, or Submit button
    • The device should show up in the tenant

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Android Specific Issues

1 - App Crash Message on the Device

If the app is crashing you may get a message stating that the app has stopped responding. Do you want to close or wait. Follow these steps to resolve

  1. On the device, close the app and reopen. If that doesn't work ...
  2. Go to the app manager in the settings
  3. Hit Force Stop > Clear Data and relaunch. If that doesn't work ...

    Screen_Shot_2014-10-17_at_4.53.15_PM.png
  4.  
  5. Restart the device. If that doesn't work ...
  6. Uninstall the app and reinstall it, you may need to remove it from the system folder (Troubleshooting App Removal)

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2 - Device Won't Boot into My App

If the device is not booting into the app you want and the device is not getting an error message saying some part of the device is not working properly check these steps first 

  • In Moki, click on Change App and select MokiManage Android

    Screen Shot 2014-10-15 at 11.31.05 AM.png
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  • Select your device
  • Click the Settings tab and check that the device is set to Boot Into Kiosk Mode and Single Application Mode, or Boot Application is set to the proper app. Depending on the version of MokiManage Android you are running the wording and options may be slightly different

    Screen_Shot_2014-09-22_at_4.32.41_PM.png
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  • Hit Save
  • Restart the device and verify the device boots into the app


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3 - The Navigation Buttons Aren't Disabled

If you have a Samsung tablet and are using MokiManage Samsung and the Hardware buttons are not disabled you can try doing the following:

  • In Moki, click Change App in the top left and select MokiManage Android

    Screen Shot 2014-10-15 at 11.31.05 AM.png
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  • Select your device
  • Click the Settings tab and check that all the Disable buttons you want to disable are turned On

    Screen_Shot_2014-09-22_at_4.33.19_PM.png
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  • Restart the device

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4 - Error Message Says, MokiManage Is Not Responding

If you get a message on your device stating the MokiManage is not responding you can take the following steps:

  1. Close the message and restart the device. If this doesn't work ...
  2. Unenroll MokiManage Android and re-enroll. If that still does not work ...
  3. Uninstall MokiManage Android and re-install it and re-enroll it. If that still does not work ...
  4. Factory reset the device. Of course, you could skip the above steps and go right to factory resetting the device

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5 - The App I Pushed From Moki Didn't Install on the Device

Depending on the version of Android or MokiManage Android the device is running there may be times when an app is pushed to the device from Moki but it doesn't display on the Desktop. There are two steps

Check that the device received the command by following these steps:

  1. In Moki, click on the Devices tab (if you aren't there already) and select the device you sent the app to
  2. Check the Action History's status
    • Click on the Action History button (box with the down arrow)Screen_Shot_2014-10-02_at_4.29.55_PM.png
    • On the pop-up, click the Install App actionScreen_Shot_2014-10-17_at_4.59.06_PM.png
    • See if Status says Completed
    • If it says completed move on to step 2, if not, make sure your device is responsive to command, perhaps reboot it. You can move on to step 2 and see if it did get it

Install the app directly from the device by following these steps

  1. Install an app from the Play Store called ES File Explorer or download it from this link
  2. Open the app and click on Local or SDCard and find the MokiMDM folder and open it

    Screenshot_2014-10-17-17-01-31.jpg
  3.  
  4. Your app should be here, click on it and follow the prompts to install

    Screenshot_2014-10-17-17-01-47.jpg

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6 - The App Isn't Responding

If you get a message saying that app isn't responding and rebooting the device doesn't resolve the issue follow these steps:

  • Open Settings
  • Open Apps
  • Find your app in the Downloaded or All folder and open it up
  • Hit Force stop and Clear data 

    Screenshot_2014-09-22-18-47-39.png
  • Relaunch the app. You may need to restart the device. If that doesn't work ...
  • Uninstall the app an reinstall it
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iOS Specific Issues

1 - Apple Configurator Won't Recognize the Device

If you are using Apple Configurator to Supervise your devices and Apple Configurator isn't recognizing your device, meaning the number 1 is not appearing above the Prepare field like it does in the video try the following steps.

Screen_Shot_2014-10-20_at_1.48.04_PM.png

  • Unplug the device, and then plug it back in when Apple Configurator is running.
  • The device may already be supervised (Check for this in Apple Configurator by clicking on the Supervised tab and seeing if the device is listed there)

    Screen_Shot_2014-10-20_at_1.49.17_PM.png
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  • Check to make sure that the device is able to charge appropriately
  • Check that the Find My iPhone app is disabled

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2 - Device Not Showing Up in Moki

If your device has had the MDM profile installed but it is not showing up in Moki there are a couple things to look for and do.

  • If you are in Moki, refresh your browser window, if this doesn't work ...
  • Remove the profile from the device and reinstall it:
    • Open the device's Settings
    • Go to General
    • Scroll down to the bottom and select Profiles (iOS 7.x) or Profiles & Device Management (iOS 8)

      iOS 7.x

      Screen_Shot_2014-10-20_at_1.54.13_PM.png

      iOS 8

      IMG_0015.jpg
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    • Select the profile, the name will match the name of the enrollment template in Moki

      IMG_0014.jpg
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    • Click the Remove Profile (iOS 7.x) option or Remove Device Management (iOS 8) and reinstall on the device, if this doesn't work

      iOS 7.x

      Screen_Shot_2014-10-20_at_1.56.20_PM.png

      iOS 8

      IMG_0013.jpg
  • Check your firewall settings against our Network Requirements and start enrollment process again

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3 - App Installation Took me to iTunes and won't Install the App

The iTunes prompt will happen if the device isn't signed into the iTunes store, or if Apple updates their terms and conditions. If this happens you'll need to do the following:

  • Login to iTunes on the device
    • Open the device's Settings
    • Go to iTunes and App Store

      Screen_Shot_2014-10-20_at_2.05.03_PM.png
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    • Login
  • Open iTunes and agree to terms if it prompts you
  • In Moki, go to the Devices tab

    Screen_Shot_2014-10-20_at_2.07.07_PM.png
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  • Select your device
  • Click the Apps drop down
  • Select the app you were trying to push
  • Enter iTunes password, if asked
  • Go to second page of apps to find your app

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4 - Guided Access Error Message

When I enroll my device in MDM I get an error that says, Guided Access App Unavailable. Please Contact Your Administrator. This is because the app you are attempting to lock the device to has not been installed on the device. Or, the device was locked to the app but the app crashed 5 successive times and had to close.

Screen_Shot_2014-10-20_at_2.46.26_PM.png

App has not been installed on the device

  • Remove the Profile containing an App Lock policy from the device
    • In Moki, go to the Device tab
    • Select your device
    • Click on the Inventory tab

      Screen_Shot_2014-10-20_at_2.43.26_PM.png
    •  
    • Select the Profiles section
    • Click the trash can icon next to the profile containing an App Lock policy
  • Install the app on the device
    • In the Devices tab, select your device
    • Click the Apps drop down and select the app you want to install

      Screen_Shot_2014-10-20_at_3.00.00_PM.png
    •  
    • Follow prompts on device to install the app
  • Push profile containing App Lock policy
    • In the Devices tab, select your device
    • Click the iOS Profiles drop down and select the profile containing the App Lock policy for your app

      Screen_Shot_2014-10-20_at_3.01.03_PM.png
  • Remove the App Lock profile from the enrollment template
    • In Moki, go to the Enroll tab

      Screen_Shot_2014-10-20_at_2.40.22_PM.png
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    • Select the enrollment template that you used to enroll the devices
    • Click the Details tab on the right

      Screen_Shot_2014-10-20_at_2.40.10_PM.png
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    • Extend the Profile section
    • Click the X next to the profile containing an App Lock policy

App was running on the device already

  • Push the profile containing the App Lock policy for your app
    • In Moki, go to the Devices tab
    • Select your device
    • Click the iOS Profiles drop down and select the profile containing the App Lock policy for your app

      Screen_Shot_2014-10-20_at_3.01.03_PM.png

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5 - Device Won't Boot Into my App

In order for an iOS device to boot into an app it must be Supervised and in Single App Mode

  • Supervise your device (see iOS MDM Account Setup with Apple Configurator)
  • Create a profile with an App Lock policy for your app (see Manager Tour 5 - Profiles Tab)
  • In Moki, go to the Devices tab
  • Select your device
  • Click the iOS Profiles drop down and select the profile containing the App Lock policy for your app

    Screen_Shot_2014-10-20_at_3.01.03_PM.png
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  • Confirm you want to send to your device
  • After making sure the device is locked to your app, hold the power button and the home button for about 10 seconds until the device does a hard reboot and you'll see it boot into your app

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