Symantec Mobility Suite - Cannot sign in within Work Hub Agent getting server error

Products

• Mobility Suite

Issue/Introduction

End users cannot sign in with the work hub agent, getting an server error when providing credentials.

Work hub agent UI displays:

There was a server error and the request could not complete. Please try again

iOS device log shows errors with POST REQUEST:

Jan  6 23:31:46 iPhone AppCenterAdmin[822] <Warning>:
 >>>>>>>>>>>>>>>>POST REQUEST:>>>>>>>>>>>>>>>>
 <AFHTTPRequestOperation: 0x15ea7390, state: isReady, cancelled: NO request: <NSMutableURLRequest: 0x15ea6890> { URL: https://appcenterMDM.appcenter.com/appstore/ccapi3/unprotected/device_sense.json }, response: (null)>
Jan  6 23:31:46 iPhone AppCenterAdmin[822] <Warning>:
 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Jan  6 23:31:46 iPhone AppCenterAdmin[822] <Notice>: 3A77000--[NSURLConnection(NukonaNSURLConnection) nukonaInitWithRequest:delegate:startImmediately:]: initWithRequest:delegate:startImmediately
Jan  6 23:31:47 iPhone AppCenterAdmin[822] <Warning>: SSO RESULT: 0
Jan  6 23:31:47 iPhone AppCenterAdmin[822] <Warning>: Initializing App Storage
Jan  6 23:31:47 iPhone AppCenterAdmin[822] <Warning>: Last checkin time 0
Jan  6 23:31:47 iPhone AppCenterAdmin[822] <Warning>: processContentTimeBomb: fileContents is empty
Jan  6 23:31:47 iPhone AppCenterAdmin[822] <Warning>: Error in push notification registration. Error: Error Domain=NSCocoaErrorDomain Code=3000 "no valid 'aps-environment' entitlement string found for application" UserInfo=0x15dcc9d0 {NSLocalizedDescription=no valid 'aps-environment' entitlement string found for application}

and

Jan  6 23:31:57 iPhone AppCenterAdmin[822] <Warning>:
 ================POST ERROR<<<<<<<<<<<<<<<<
 HEADER: <AFHTTPRequestOperation: 0x15da6f40, state: isFinished, cancelled: NO request: <NSMutableURLRequest: 0x15d35850> { URL: https://appcenterMDM.appcenter.com/appstore/api6/login }, response: (null)>
 ERROR: Error Domain=NSURLErrorDomain Code=-1012 "The operation couldn’t be completed. (NSURLErrorDomain error -1012.)" UserInfo=0x15ee75b0 {NSErrorFailingURLKey=https://appcenterMDM.appcenter.com/appstore/api6/login, NSErrorFailingURLStringKey=https://appcenterMDM.appcenter.com/appstore/api6/login}
 

Cause

The intermediate certificate was using SHA-1 and the SSL certificate used by Mobility Suite has been issued with SHA-256.

Resolution

Run the Opensssl to verify the Mobility Suite server SSL certificate:

openssl s_client -showcerts -connect appcenterMDM.appcenter.com:443

The output of this command, showed an issue with the intermediate certificate. After replaced it with SHA-256, the end users could sign in within the Work Hub agent without any issue.

Applies To

Symantec Mobility Suite 5.1