"Verify Failed" Messages Appear for the Mobile Security Gateway for Symantec Mobile Security 7.2

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Article ID: 157226

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Updated On:

Products

Mobile Security

Issue/Introduction

Though Android devices defended by Symantec Mobile Security 7.2 can communicate with the Symantec Management Platform (SMP), there is a "Verify Failed" message listed against the Mobile Security Gateway (MSG) in the GUI.  Clicking on the "Verify" button causes "Verifying" to be displayed for several minutes, but this always results in "Verify Failed."

The Altiris Log Viewer will contain entries like the following every time that the admin attempts to verify their Mobile Security Gateway: 

 "10/19/2012 2:13:19 PM","EventQueueDispatcher::Dispatch 

**CEDUrlStart** :http://entced.symantec.com/entt?product=SMP&version=7.1.8280.0&language=en&module=euBqK19WCe54FvBZsBlgjvLCoclY4lTmnE5VYEUY+Os=&error=1961243596&build=**CEDUrlEnd**

 

( Exception Details: Altiris.NS.Exceptions.AeXException: Failed to load inventory. [Failed to commit fast insert in class : 5d3fb35c-da70-4abd-8529-af8024fc5916 Mobile Security Gateway Please check the data in that class for invalid entries.] ---> Altiris.NS.Exceptions.AeXException: Failed to commit fast insert in class : 5d3fb35c-da70-4abd-8529-af8024fc5916 Mobile Security Gateway Please check the data in that class for invalid entries. ---> System.ArgumentException: String was not recognized as a valid DateTime.Couldn't store <19/10/2012 13:13:16> in LastVerified Column.  Expected type is DateTime. ---> System.FormatException: String was not recognized as a valid DateTime.

   at System.DateTimeParse.Parse(String s, DateTimeFormatInfo dtfi, DateTimeStyles styles)

.....

  Inner Extra Details:  Type=System.FormatException Src=mscorlib )","Altiris.NS.ClientMessaging.EventQueueDispatcher.Dispatch","AeXSvc","77"

"10/19/2012 2:13:19 PM","Failed to process NSE

**CEDUrlStart** :http://entced.symantec.com/entt?product=SMP&version=7.1.8280.0&language=en&module=HAG3Wj6IqrBWsG1t0iP79Ah4tKfQflpCyCx1vZEG991VmKzpB+qX+s/u/I/KztST&error=1394630868&build=**CEDUrlEnd**

 

 

Cause

The format that the DB is expecting is YYYY-MM-DD:
 
LastVerified     2012-10-19 11:47:03.000           
 
But the format from the Altiris client on the server, which is attempting to carry out the task, is different.
 
 
"String was not recognized as a valid DateTime.Couldn't store  <19/10/2012 13:13:16> in LastVerified Column.  Expected type is DateTime. ---> System.FormatException: String was not recognized as a valid DateTime."
 
After a certain time has passed without receiving a positive NSE response, the SMP server will record this as a failure of the MSG to verify. 

Resolution

If the Android mobile devices can successfully communicate with their server, then this inaccurate "Verify failed" message can be treated as a known cosmetic issue.  It is also possible to eliminate these inaccurate status messages through the following steps.

This issue is often resolved by upgrading the underlying SMP (Altiris) server from version 7.1.8280 to 7.1.8400 (or the latest available). Upgrading is the recommended first step.

These steps should also solve the problem:

  1. On the SMP server, open the "Region and Language" options in the Windows Control Panel.
  2. Make sure the "Formats" and "Location" Tabs match.
  3. If the "Formats" and "Location" Tabs do not match, changing these values to match resolves the issue.  Ensure that the Short Date Format uses YYYY-MM-DD 

 

If Android devices cannot communicate through a MSG which is listed as "verify failed" and the log entries in the Altiris Log Viewer do not match the above, contact Technical Support to troubleshoot the matter. 


Applies To

Date and Time formats on the server are set to European or non-US settings, or otherwise do not match what is expected.