Troubleshooting MAG or ACC failing test connection

Symptoms

The MAG fails to communicate with AWCM, or ACC fails to test successfully due to an underlying TLS/SSL trust issue. The following errors could occur:

 

System > Enterprise Integration > Certificate Authorities:

“Test connection is unsuccessful System > Enterprise Integration > Cloud C > Unknown error: please check the log file

 

System > Enterprise Integration > Directory Services:

“Unknown error: please check the log file.”

 

System > Enterprise Integration > Tunnel > MAG:

“Test connection fails on AWCM.”

 

Resolution

Upon encountering one of the above errors, please perform the following steps:

  • Remote desktop onto the AWCM server

  • Check the certificate used by AWCM by hitting the following url:

    https://awcmurl:2001/awcmstatus
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  • Located here is the customer’s certificate. Ensure that it is local to the server and that you have the Private key.

  • We have seen some issues with Entrust certs presenting a four chain certificate; if you see a different chain on different tests, go for the three chained certificate.

  • Change the AirWatch installer and remove AWCM.

  • In control panel, Add/Remove the current version of Java. This can be located under C:\Program Files. Rename the current Java folder to Java.old (may be worth taking a copy of the cacerts file (C:\Program Files\Java\jre1.8.0_66\lib\security))

  • Run the AirWatch Installer and re-enable AWCM. Java will be pulled down by the installer.

  • Note: In some cases, a notification will say “AWCM Truststore can not be built.” If this error occurs when progressing through the installer, it is likely the registry key for Java is pointing to a newer version which does not exist anymore and the connection cannot be made by AirWatch.

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    Carefully export the key and then remove the 1.8 key. Install the correct version of Java and allow it to write the correct path in the registry.

  • Install AWCM again and ensure that the Secure Channel is in the AWCM Truststore.

  • Test all components.

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