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Hi Experts,

 

We have received an issue from a customer regarding a failure of iOS device initialization.

 

below is the investigation carried out by us so far.

  • So we had to create a new user and initialized him separately from an Android device and iOS device.
  • We observed that the android device was initialized normally and during the iOS initialization process   even though the user saw the initialization completion message, but he hasn't been redirected to the home screen though.

(There is not any customization been done here and we have checked all the configurations that might cause a sync issue. But could not detect any configuration problems as well)

  • When initializing a mobile, the database and attachment files related to the user are created in the mobile download location. 
  • We were able to find the following things while debugging this attachment download process.
    • When a user initializes from android, the related database and attachment files are downloaded in the normal way, then the mobile initialize process is completed and the user is taken to the home screen.
    • When initializing an iOS device some attachment files download very quickly and some attachment files take a long time to download. Even after 2 hours, the attachment files are not downloaded.

So, we will be grateful if you can provide us your expert opinion on the reasons which might slow down this attachment downloading process.

 

(This issue is only replicable in customer's dev and Prod environments. And as per the customer there wasn't any recent firewall updates as walls)

 

highly appreciated your suggestions for overcome this issue.

 

FSM Version - 6U22

 

Screenshot taken while the issue comes

 

Hi all, 
 

Customers Experiencing this issue in production as well. Can anyone help with the above issue? 


Case Detail (ifsworld.com)  ( Support case ID G2363749 )  

Thank you,

Best Regards

Teshan

@Sajith Anushan  @roklde  @thilinaweliwita @Tharindu Gamlath @Paul Drennan  If you have any ideas or experienced a similar issue, could you please help with the above? 

Hi Teshan, Chethana,

 

I haven’t come across this exact issue before.

The most common cause for the initialization hang issue is the mobile database is not getting downloaded to the mobile from the mobiledb location. However, according to the information provided on the error this would not be the case.

 

Have you tried checking below points.

  1. Check the mobile error log in the server side

Check for potential communication errors

  1. Check the server log

Increase the communication log level and check for potential errors.

  1. Check the “DownloadUrl” on the mobile web.config file on the mobile service on the server
  2. Check if there are mobile customizations related to IOS client (initialization) and check for potential issues

Similar issue was reported on below post. You can further check the suggestions from Brian on the below post.

 

https://community.ifs.com/ifs-field-service-management-fsm-employees-partners-only-103/fsm-mobile-initializing-without-ending-16033

Adding to the above from Thilina:

  • Check “Mobile Error Log” Screen within the Smart Client
  • Check IIS Logs available at C:\inetpub\logs\LogFiles\ on the Mobile Service VM
  • Try to run the Init on a different iOS device
  • Debug in Mobile (this is from a different Case - haven’t tested it myself):

    “Ensure the ALLOW_ADMIN_EDITS_IN_MOBILE App Param is set to Y. Run device activation and wait until it finishes (if possible at all). Set the Logging to “Debug” in the Admin screen in Mobile. Try to Initialize from the Admin screen again. Give it a couple minutes, then go to the Admin screen and execute Send Log Files.”
     

Best regards
Roman

 

Hi Thilina,

We have checked the logs but could not find any errors.

There is no problem to be found in the DownloadUrl and It does not contain any customizations. 

 

Thank you.

 

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