1. Good IOS MDM (continue) – Testing and Troubleshooting Presented by: Jerry Wen 03/14/2012

2. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 2 IOS MDM Command Life Cycle – Flow Diagram IOS MDM Command Life Cycle – troubleshooting process and logs analysis MDM DB Query Occasions where iOS MDM commands are invoked Agenda

3. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 3 IOS MDM Command Life Cycle – Flow Diagram

4. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 4 2012-02-27 18:47:00.339 PST | INFO | 1_3123/53_2/55_10 | com.good.ws.SOAPLoggingHandler | log | client_webapps-qa.good.com_443_ws_ManageService Sending: 373C7163-DBCF-40BC-898F-926407E9BAAE DeviceLock MDM Command process – GMC send command (EMF.log)

5. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 5 2012-02-27 18:47:01.777 PST | INFO | 1_3123/53_2/55_10 | com.good.emf.wf2.WFExecutorImpl | schedulePrepped | Submiting WFGroup of 1 first is com.good.emf.wf2.tx.QueryiOSMDMChanges@84dd5c after 30000 ms delay MDM Command process – GMC query webapps periodically (EMF.log)

6. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 6 Webapps log: /appdist/jboss/E1/server/default/log/server.log 2012-02-27 18:47:01,471 | INFO | DM00000001.GMC-RWS2K3GMC_bizapps01- zone2.lab.good.com_184700_4333 | com.good.ws.ms.ManageServiceImpl | Received DeviceLock request for guid:373C7163-DBCF-40BC-898F-926407E9BAAE returning with task Id: 54113 MDM Command process – webapps got the MDM command

7. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 7 MDM command initiated in DB

8. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 8 PN service invoked

9. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 9 /appdist/webbatch/current/logs/process_pnservice/batch.log 2012-02-27 18:47:38,072 [main] INFO com.good.batch.processors.APNSMessageSender - Processing handheld : 68160 2012-02-27 18:47:38,073 [main] INFO com.good.batch.processors.APNSMessageSender - token is: e25da68bb8f96388455c8c094257cc7ce7c98026dd1d37c41afd9fa88ff45717 Message is:{"mdm":"DE2263ED-9644-424A-9493-DA49EB2C7DA0"} MDM Command process – PN service

10. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 10 The device log can be got by connecting device to IPCU Feb 28 10:47:40 unknown mdmd[3172] : (Note ) MDM: mdmd starting... Feb 28 10:47:41 unknown profiled[3173] : (Note ) profiled: Service starting... Feb 28 10:47:41 unknown mdmd[3172] : (Note ) MDM: Polling MDM server https://webappsqa.good.com/cerebus/mdm for commands Feb 28 10:47:41 unknown mdmd[3172] : (Note ) MDM: Network reachability has changed. Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Transaction completed. Status: 200 Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Attempting to perform MDM request: DeviceLock Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Handling request type: DeviceLock Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Command Status: Acknowledged Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Transaction completed. Status: 200 Feb 28 10:47:43 unknown mdmd[3172] : (Note ) MDM: Server has no commands for this device. Feb 28 10:47:45 unknown mdmd[3172] : (Note ) MDM: mdmd stopping... MDM Command process – Device MDM command execution

11. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 11 Webapps log: /appdist/jboss/E1/server/default/log/server.log 2012-02-27 18:47:43,172 | INFO | null_bizapps01-zone2.lab.good.com_184703_5082 | com.good.mdm.ios.MDMServer | CommandUUID 54113 Status Acknowledged UDID 2012-02-27 18:47:43,201 | INFO | null_bizapps01-zone2.lab.good.com_184703_5082 | com.good.mdm.ios.MDMServer | Rec a message from the device, Udid : cdb25c885ee7bebb0e52ee146ad1257a3818ce10 messageType null status:Acknowledged MDM Command process – Webapps server got MDM command Ack

12. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 12 2012-02-27 18:48:32.873 PST | INFO | 1_3123/53_2/55_10/57_3 | com.good.ws.SOAPLoggingHandler | log | client_webapps- qa.good.com_443_ws_ManageService Received: 373C7163-DBCF-40BC-898F-926407E9BAAE DeviceLock 54113 COMPLETED 2012-02-28T02:47:01.000Z 2012-02-28T02:47:43.000Z 2012-02-28T02:43:32.083Z MDM Command process – GMC got the MDM command status from webapps (EMF.log)

13. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 13 Get your “System Identifier” from GMC -> handheld -> “Handheld Info” Connect to Webapps DB using some DB Client tool Get handheld GUID by running: select GMC_MANAGE_HANDHELD_ID from GMC_MANAGE_HANDHELD where handheld_guid = '373C7163-DBCF-40BC-898F-926407E9BAAE'; Query MDM command Queue and PN Services tables select * from MDM_GATEWAY_QUEUE where handheld_id = '68160' order by queue_id desc; select * from PN_SERVICE_QUEUE where handheld_id = '68160' order by queue_id desc; MDM DB Query

14. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 14 The pre-requisite is handheld applied with MDM Enabled policies GMC queries an ios handheld when MDM profile installed GMC Admin click “Refresh” button in an ios handheld page GMC Admin switches “Data Roaming” in handhelds/handheld page GMC Admin click action button from Handheld -> Security GMC Admin adds managed apps to ios handheld’s policy GMC Admin “Remove and uninstall” managed apps from ios handheld’s policy GMC Admin removes a ‘managed’ ios application from “Customer software” GMC Admin clicks “Uninstall” button for a Packaged Application in Handheld -> Applications page GMC Admins update an ios handheld’s ios configuration settings in policy Others – Like MDM Access Right change When are IOS MDM Commands invoked?

15. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 15 Below info means MDM profile is removed from device 2012-03-05 00:31:25,229 [main] INFO com.good.batch.processors.APNSMessageSender - No Token found for handheld68461 2012-03-05 00:31:25,230 [main] INFO com.good.batch.processors.APNSMessageSender - Processing handheld : 68461 FAQ -1 batch.log

16. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 16 Below info means Apple APNs reject our request. So far we have not got response from Apple Support. 2012-03-04 21:17:39,753 [main] INFO com.good.batch.processors.APNSMessageSender - Error while sending the message, will try again javax.net.ssl.SSLHandshakeException: Remote host closed connection during handshake at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:742) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1030) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.writeRecord(SSLSocketImpl.java:622) at com.sun.net.ssl.internal.ssl.AppOutputStream.write(AppOutputStream.java:59) at java.io.OutputStream.write(OutputStream.java:58) at com.good.batch.processors.APNSMessageSender.send(APNSMessageSender.java:138) at com.good.batch.processors.APNSMessageSender.pushMessages(APNSMessageSender.java:116) at com.good.batch.processors.PNService.execute(PNService.java:84) at com.good.batch.processors.BatchCommand.main(BatchCommand.java:18) FAQ -2 batch.log

17. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 17 /appdist/jboss/E1/server/default/conf/log4j.xml Webapps log level

18. ©2011 Good Technology, Inc. All Rights Reserved. Company Confidential 18 What if I distribute paid apps to other devices via Good Enterprise? The apps can be downloaded and “installed” on devices, while not able to run. Answer for last session