Last App Connection fails to update on devices enrolled in SEP Mobile consoles hosted on the "mc.sepmobile" datacenter

Products

• Endpoint Protection Mobile

Issue/Introduction

Devices enrolled in SEP Mobile Management Consoles (MCs) which are accessed via the specific URL of mc.sepmobile.securitycloud.symantec.com may experience a communication issue, and fail to report back to the MC as expected.  This is observed primarily via the following symptoms:

- The Last App Connection timestamp does not update in the Device Details pane for mobile device records
- iOS devices enrolled in environments integrated with MDM and with iOS app analysis enabled will see Apps in the Mobile app dashboard on user devices stuck on "Analyzing" with an orange-colored ring
- If devices fail to communicate for a longer period of time than the Offline Period (defined in the Mobile Security Policy Controls), they will be marked non-compliant, which can then lead to additional enforcement actions

Note that devices enrolled in consoles hosted on the other two SEP Mobile data centers (accessed via the URLs us-mc1.sepmobile.securitycloud.symantec.com or eu-mc1.sepmobile.securitycloud.symantec.com) are not affected by this issue.  

 

Resolution

This issue is resolved in the following builds or newer of the SEP Mobile app:

- iOS v 6.7.4
- Android v 4.8.2

Mitigation steps which can be performed while awaiting app updates to end-user devices:

- Temporarily remove end-user health notifications and / or increase the Offline Period
- For iOS, the Device Wakeup push notification can be used to update the Last App Connection (please contact Support if assistance is needed executing this push for a large number of devices)