IBM Security MaaS360

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  • 1.  Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Thu June 24, 2021 03:58 AM
    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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  • 2.  RE: Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Mon July 26, 2021 05:09 AM
    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
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  • 3.  RE: Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Thu July 29, 2021 03:35 AM
    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
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  • 4.  RE: Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Thu July 29, 2021 04:12 AM
    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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  • 5.  RE: Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Mon August 02, 2021 12:09 PM
    Hi Darren,

    Hope you are doing well. As we experience the same issue devices randomly restarting one after the other but the issue is with our kiosk mode setting where we have enable auto update for NOKIA 3.2 and google updates just got install one after the other so you just have to disable to the auto update in the option you can search in to policy settings let me know if you didn't find it.

    Regards,

    M Nabeel

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    Afia Ahmed
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  • 6.  RE: Issues with Nokia devices randomly restarting when enrolled with MaaS360

    Posted Tue August 03, 2021 03:38 AM
    Hi,

    Thank you for this.

    Our customer is not using kiosk mode, so not sure if this is a similar issue, but not the same.  Is there an option within the policy to turn off the Google updates regardless of whether the customer is using kiosk mode?  Worth a try regardless, even though the restarting does seem to have eased over the last couple of weeks.

    Regards,
    Darren

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    Darren Tiday
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