SEG: Duplicate Records in the Email List View

SYMPTOM

Duplicate records of the same device and same email showing up in the Email > List View

 SEG-Duplicate.png

 

CAUSE

The main cause of this issue is that the devices’ mail client EAS ID gets updated in response to a factory reset or major software upgrades. AirWatch Email List View uses EAS Device ID as a primary value to keep the records. In other words, the same device with different EAS Device IDs will generates two separate records in the Email>List View

 

RESOLUTION

To prevent the duplicate email records from occurring, please unenroll the device from AirWatch and delete the device record from the Console before factory resetting a device.

To fix an existing duplicate record issue, you can unenroll the device from AirWatch and delete the device record from the Console to the device that’s having the issue.

Please note that the redundant records won’t cause any functional issues or compromise security in any ways. It will just affect accurate reporting of the number of devices.

MORE INFORMATION

Please refer to the AirWatch KB Artile "SEG: General EAS Protocol"

 

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