VMware AirWatch Monthly Maintenance FAQ

Standard Maintenance Windows

During the standard VMware AirWatch maintenance windows, Cloud Operations teams are deploying critical Windows server patches in accordance with Microsoft best practices. During the 4 hour window customers can expect, on average, 30 minutes of downtime. The following list outlines the expected behaviors that may be experienced during this downtime: 

  • Any device side configuration (Content, Application, or Device Profile) on the device prior to the maintenance window will continue to stay and function as designed
    • Email will continue to sync as normal
    • VMware Browser will continue to work as normal using existing configuration
    • AirWatch Inbox / VMware Boxer will continue to work as normal
    • Content Locker will allow users to view content that has already been downloaded to the device (Security policies allowing) but will be unable to download new content
    • No compliance or administrator triggered updates to device configuration (Content, Application or Device Profile) will be possible
      • Any pending compliance or administrator triggered updates will be processed once services are online
    • All incoming device data queued during this time and will be processed once services are online
  • All SaaS hosted websites will be unavailable to end-users and administrators
    • Administrator users will be unable to login to the VMware AirWatch Console
    • End-Users will be unable to enroll new devices
    • End-Users will be unable to access the App Catalog to install applications
    • End-Users will be unable to access the Self Service portal

 

NOTE: VMware AirWatch SaaS environments are designed to be highly available to minimize the chances of an environment experiencing such downtime

 

Outside of periods of system downtime, SaaS environments will perform with sub-optimal performance.This can manifest itself in application latency and intermittent time outs for end-users and administrators. The following list outlines the expected behaviors that may be experienced during the sub-optimal performance of a maintenance window:

  • Any device side configuration (Content, Application, or Device Profile) on the device prior to the maintenance window will continue to stay and function as designed
    • Email will continue to sync as normal
    • VMware Browser will continue to work as normal
    • AirWatch Inbox / VMware Boxer will continue to work as normal
    • Content Locker will allow users to view content that has already been downloaded to the device (Security policies allowing) but users may experience intermittent time outs and general slowness while downloading new content
    • Any compliance or administrator triggered updates to device configuration (Content, Application or Device Profile) may be processed slower than usual
  • All SaaS hosted websites will be available but end-users and administrators may experience latency and intermittent time outs
    • Administrators will be able to login to the VMware AirWatch Console
    • End-Users will be able to enroll new devices
    • End-Users will be able to access the App Catalog to install applications
    • End-Users will be able to access the Self Service portal, any commands initiated by the end user may be processed slower than usual

VMware AirWatch recommends customers avoid planning roll outs during planned maintenance windows to avoid unexpected disruptions.

 

In the rare case that customers experience any disruption in service with client hosted VMware AirWatch integration modules such as AirWatch Cloud Connector (ACC), VMware Tunnel, Mobile Access Gateway (MAG), Secure Email Gateway (SEG), VMware AirWatch recommends restarting the service as a troubleshooting measure. If issues persist, engage VMware AirWatch Support for further assistance.

To avoid any disruption in service, VMware AirWatch recommends customers whitelist all necessary VMware AirWatch SaaS IP Ranges that can be found here.  

 

 

NOTE

Standard VMware AirWatch maintenance windows, may also be used for basic infrastructure maintenance activities (e.g. system reboots, etc.). Additional details will be provided in case customers need to be aware specific details regarding such maintenance.

 

Support Contact Information

If you have any questions, please call your local AirWatch support line or submit a Support Request via myAirWatch

Have more questions? Submit a request

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