Hi Darren
I've searched and been able to locate this issue within our systems. I see that you have provided log files a number of times. However our Development team don't seem to have been able to reproduce the issue, or to identify where in the logs the restart is occurring.
It may be that if this was a software issue, a recent patch or update may have resolved it, and that the only devices where it is occurring are those remaining which need to be updated.
If you can take two random samples of devices where you can see the issue occurring / not occurring you might be able to identify these differences.
I'm sorry I can't help further but the Development ticket is ongoing and the proposed next step was to identify with Nokia as to which code snippet in logs identified the issue. We do have a relationship with a number of manufacturers but I'm not sure if that is the case for Nokia.
Please let me know if I can be of any further assistance apart from the above.
Best
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Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland
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Original Message:
Sent: Thu July 29, 2021 03:34 AM
From: Darren Tiday
Subject: Issues with Nokia devices randomly restarting when enrolled with MaaS360
Hi Eamonn
Thanks for responding.
A ticket has been raised with IBM and they have been looking into this for around 4 to 6 weeks now. Still no progress as the restarts seem to have slowed down and I have not had one on my test devices for nearly 3 weeks now. Hoping this is good news, but our customer assures us that this is still happening with devices at their end as they have over 500 of them in total.
Bizarre issue which has left us all scratching our heads.
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Darren Tiday
Original Message:
Sent: Mon July 26, 2021 05:08 AM
From: Eamonn O'Mahony
Subject: Issues with Nokia devices randomly restarting when enrolled with MaaS360
Hi Darren
I apologise for delay in responding as I've just seen this post today.
Did you manage to discuss this with our Support team? Ideally such an investigation would be led by them.
Let me know how you get on.
Best
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Eamonn O'Mahony
Technical Client Success Manager
IBM Security
Dublin, Ireland
Original Message:
Sent: Thu June 24, 2021 03:58 AM
From: Darren Tiday
Subject: Issues with Nokia devices randomly restarting when enrolled with MaaS360
One of our customer who has an estate of 500 to 600 Nokia devices across the 5.3, 5.4 and 8.3 has started to experience issues with the devices randomly restarting several times a day.
They are not doing anything in particular as this has happened whilst a user is using the phone, or if its just sitting on the desk next to them. So far out of the estate they have, they have been made aware of around 40 devices suffering this issue. Following testing, this only seems to be happening whilst MaaS360 is enrolled on the device. As soon as MaaS360 is removed, the device is stable. This issue has come about since the start of June which is around the time that IBM updated the MaaS360 app which could be coincidental, however, at present we are thinking that whatever update/change has occurred with the app has potentially led to this issue.
If anyone has any suggestions or seen this issue and can assist, this would be really appreciated. This is our biggest client and as expected, resolving this issue is time critical.
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Darren Tiday
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