Problem

Solution

Phone

• If trying to register the phone, using the phone's browser, is Adams Admin accessible (e.g. https://<servername>/AdamsAdmin)?  Try refresh.

• Registered? (see Info page)

• last successful connection time recent? (see Info page)  If not, or it failed, then try to access the Device Gateway url in the browser (see below)

• Device Gateway url is correct? (see Info page)  If not, change in Adams Admin > Mobile > Edit > Device Gateway Server, restart Adams Admin and re-register the phone.

• Is Device Gateway accessible?

  • Using the phone's browser, going to https://<servername>/devicegateway/api/Upload/Config should show a page stating "The requested resource does not support http method 'GET'."

• Scene closed?

• Does Adams Upload have a bubble with a number? If so, Asset transmission has not completed.

Device Gateway server

• Server is available?

  • Using a browser on a computer that should have access to Device Gateway server, going to https://<servername>/devicegateway/api/Upload/Config should show a page stating "The requested resource does not support http method 'GET'."

• Event viewer errors?

• Files appearing in DeviceGatewayUploads directory or metadata subdirectory? 

  • If so, then the phone is communicating with the server successfully. 

  • If not, then is Repository owner and Device Gateway app pool user on DeviceGatewayUploads directory?

  • If the metadata directory has files with the suffix _DONE.json, then check Acquisition Service. 

  • If there are no _DONE.json files, then check the connection between the phone and the Device Gateway server and enable Device Gateway logging.

• Enable logging (web.nlog and create Logs directory) to see what communication if any is happening

• Server TLS/SSL Certificate Requirements

  • Key size >= 2048 bits

  • Hash using SHA-256 or higher

  • FQDN or wildcard (ex: *.mydomain.gov) in the Subject Alternative Name field

  • Validity period of 389 days or less

  • ExtendedKeyUsage extension containing the id-kp-serverAuth OID

  • https://support.apple.com/en-us/HT210176

  • https://support.apple.com/en-us/HT211025

Acquisition Service

• Running? (see Configure Acquisition Service)

• Mobile Acquisition enabled? (see Configure Acquisition Service)

• Watch folder is DeviceGatewayUploads path (use UNC notation to share if on another machine)?

• Files appearing in DeviceGatewayUploads\metadata directory with _DONE suffix?  If files without suffix, then transmission is not completing.  See Device Gateway service logging and Restart section.

Adams Admin > Application Status > Adams Upload application for the Device

• Action = UploadFirstFragment?  If not, see the Device Gateway logs.

• Last communication date/time is when the scene was closed or more recent?  If not, then see the Device Gateway logs.

Restart

• Adams Upload

• Router

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