Topic
  • 4 replies
  • Latest Post - ‏2013-10-04T14:43:11Z by TimFaulk
IBM_Endpoint_User
IBM_Endpoint_User
3 Posts

Pinned topic iOS - The operation was taking too long to complete

‏2013-09-23T05:52:00Z |

This error occurred after I enter username and password to enroll, the error appeared after 32seconds. All logs are ok.

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  • JasonHonda
    JasonHonda
    8 Posts

    Re: iOS - The operation was taking too long to complete

    ‏2013-09-23T18:46:35Z  

    It looks like the Enrollment/iOS Extender server is having trouble communicating with the TSP. You should take a look at the diagnostics pages for both components to see where an issue may lie.

    https://<youriosextender>/diag

    and look at the TSP section

    Will also want to take a look at the TSP diagnostics

    https://<yourtsp>:52316/diag

    This should help you figure something out. Maybe a name changed, something is not configured right, etc.

  • IBM_Endpoint_User
    IBM_Endpoint_User
    3 Posts

    Re: iOS - The operation was taking too long to complete

    ‏2013-09-24T01:58:10Z  

    It looks like the Enrollment/iOS Extender server is having trouble communicating with the TSP. You should take a look at the diagnostics pages for both components to see where an issue may lie.

    https://<youriosextender>/diag

    and look at the TSP section

    Will also want to take a look at the TSP diagnostics

    https://<yourtsp>:52316/diag

    This should help you figure something out. Maybe a name changed, something is not configured right, etc.

    JasonHonda, Thanks for your reply. I have checked both diagnostics, all passed. 

    In iosmdm.log, the process always stopped after,

    [2013-09-19 21:55:02 CST] INFO  [MDM] - [490478908] Password Enroll for iOS device serial=84945SNJ3NP; user=desmond (jailbroken=false; contract=3)

    [2013-09-19 21:55:02 CST] DEBUG [MDM.TSPConnector::MDM] - [490478908] Submitting request to Trusted Services Provider: TEMTSP:52316/mdm/auth/ldap

    [2013-09-19 21:55:02 CST] DEBUG [MDM.TSPConnector::MDM] - [490478908] Connecting to TSP at TEMTSP:52316

    [2013-09-19 21:55:02 CST] DEBUG [MDM] - [490478908] PasswordEnroll response: {:response=>{:result=>"Success", :device=>{:authenticated_id=>"CN=desmond,OU=Users,DC=stee,DC=sg"}, :config=>{:enroll_url=>"https://tem.stee.sg/enroll/D2GR", :security_update_url=>"https://tem.stee.sg:443/security/update", :badge_update_url=>"https://tem.stee.sg/security/badge_update", :nitrodesk=>{:policy_url=>"https://tem.stee.sg/nitrodesk/policy", :commands_url=>"https://tem.stee.sg/nitrodesk/commands", :command_results_url=>"https://tem.stee.sg/nitrodesk/commands/results"}, :feedback_email=>"", :support_email=>"", :location=>{:sample_interval=>60}}}}

    [2013-09-19 21:55:02 CST] INFO  [MDM] - [490478908] Completed 200 OK in 33556ms (Views: 0.0ms)

  • JasonHonda
    JasonHonda
    8 Posts

    Re: iOS - The operation was taking too long to complete

    ‏2013-09-24T18:53:55Z  

    JasonHonda, Thanks for your reply. I have checked both diagnostics, all passed. 

    In iosmdm.log, the process always stopped after,

    [2013-09-19 21:55:02 CST] INFO  [MDM] - [490478908] Password Enroll for iOS device serial=84945SNJ3NP; user=desmond (jailbroken=false; contract=3)

    [2013-09-19 21:55:02 CST] DEBUG [MDM.TSPConnector::MDM] - [490478908] Submitting request to Trusted Services Provider: TEMTSP:52316/mdm/auth/ldap

    [2013-09-19 21:55:02 CST] DEBUG [MDM.TSPConnector::MDM] - [490478908] Connecting to TSP at TEMTSP:52316

    [2013-09-19 21:55:02 CST] DEBUG [MDM] - [490478908] PasswordEnroll response: {:response=>{:result=>"Success", :device=>{:authenticated_id=>"CN=desmond,OU=Users,DC=stee,DC=sg"}, :config=>{:enroll_url=>"https://tem.stee.sg/enroll/D2GR", :security_update_url=>"https://tem.stee.sg:443/security/update", :badge_update_url=>"https://tem.stee.sg/security/badge_update", :nitrodesk=>{:policy_url=>"https://tem.stee.sg/nitrodesk/policy", :commands_url=>"https://tem.stee.sg/nitrodesk/commands", :command_results_url=>"https://tem.stee.sg/nitrodesk/commands/results"}, :feedback_email=>"", :support_email=>"", :location=>{:sample_interval=>60}}}}

    [2013-09-19 21:55:02 CST] INFO  [MDM] - [490478908] Completed 200 OK in 33556ms (Views: 0.0ms)

    Things are looking a little weird looking at the log. Looks like maybe multiple TSP? ITOTEM and TEMTSP. Maybe some very unusual configuration is going on.

    Also, can you try doing a webenroll from mobile safari instead of directly using the app. Many times that will show additional error information, besides just timing out.

  • TimFaulk
    TimFaulk
    2 Posts

    Re: iOS - The operation was taking too long to complete

    ‏2013-10-04T14:43:11Z  

    It looks like the Enrollment/iOS Extender server is having trouble communicating with the TSP. You should take a look at the diagnostics pages for both components to see where an issue may lie.

    https://<youriosextender>/diag

    and look at the TSP section

    Will also want to take a look at the TSP diagnostics

    https://<yourtsp>:52316/diag

    This should help you figure something out. Maybe a name changed, something is not configured right, etc.

    Depending on the number of iOS devices you have registered, your management extender will be very busy during startup, refresh cycles (which I think the default is every 6 hours -- but that is tunable) or when you push out policy actions that hits all devices.  And if what you are seeing is a temporary connectivity issue during one of those cycles, then that is not necessarily unusual. 

     

    But, if it stays CPU pegged continually continually at 100% CPU where BESIOSServer.exe process is consuming most of it and BESProxyAgent.exe taking the rest)  then check the size of the MDM DB (example location:  C:\Program Files (x86)\BigFix Enterprise\Management Extender\MDM Provider\db) and see if that is large (greater than say 1 GB).  If the DB is very large, then that is going to dramatically affect the performance.  They released fixes in MDM 2.3.1 (I haven't tried 2.4 yet) that has dramatically improved that performance.  If you are prior to MDM 2.3.1, then I would recommend getting updated as soon as you can feasibly test and update your Management Extenders.

     

    - Tim