VMWare Workspace ONE products sent via API delayed

[Daniel]

Hi,

We are running a product we have setup in Workspace ONE via the api/mdm/products/reprocessProduct API. Sometimes the product will run straight away, and other times it will be delayed (i.e. > 30mins). When it's delayed, we can force it to process by clicking "Query" button for the device in the Workspace ONE UEM console (Devices > Details View > Device > Query). In this situation, it appears the product sent via the API is queued and only sent to the device when the Query button is clicked.

Note: We haves set ForceFlag = true, in the repcoessProduct API call. According to the documentation, this should mean the product is processed straight away without delay.

How can we make sure the product is run straight away when sent via the API? For our use case, it's critical the product is processed quickly without delay.

Thanks

[Sascha Warno]

This would always be down to the device check in so it will pick up the command. Did you try to send a device command to SyncDevice via API together with the reprocess Product call to all targeted devices?

[Stefano A]

Thanks @Sascha Warno. We cannot find any API named SyncDevice. We tried a few but none is actually reaching the device immediately.

https://xx.awmdm.com/API/mdm/devices/3602/network
https://xx.awmdm.com/API/mdm/devices?id=3602&searchby=DeviceId
https://xx.awmdm.com/API/mdm/devices/3602
https://xx.awmdm.com/API/mdm/devices/3602/commands?command=DeviceQuery (this one returns a 500)

Any suggestion on which endpoint we should be using?

[Sascha Warno]

It should be https://xx.awmdm.com/API/mdm/devices/3602/commands?command=SyncDevice but I'm getting the same 500 error. Trying to check what could be the issue. What environment is that on and which version is it?

 

[Sascha Warno]

My initial check was in Beta env. Tested in another environment and works fine there. Also had some others check and works for them. https://xx.awmdm.com/API/mdm/devices/3602/commands?command=SyncDevice would be the right one.

[Stefano A]

Hi Sascha, glad we were on the right path. Below the environment details and an example of the response.

POST /API/mdm/devices/3602/commands?command=SyncDevice HTTP/1.1
Host: as2108.awmdm.com
{

    "errorCode": 1000,

    "message": "Internal Server Error",

    "activityId": "1ef04788-ccd6-4e4a-a0f3-1b6b975c4555"

}

 

I am not sure how to get to the version. From the UI it says:

Version: 23.10.0.9 (2310)
Build Information: BTA-ACRPA2O30-8a98bacc4c77e83ac94c2711e106b7e84ccc5f403

[Sascha Warno]

@Stefano Altieri please open a ticket with that information. Support would need to check what the API logs show.

[Stefano A]

Thanks @Sascha Warno. Unfortunately all support channels don't seem to work. I sent an email hoping to get some feedback 🙂

[Radina Ivanova]

Hi @Stefano A! This KB article includes the current channels you can use for reaching out to Omnissa Support:
1. Raise a support request through https://customerconnect.omnissa.com
2. Use the listed Support phone numbers.

Hope you find this helpful. Let us know if you have troubles getting through to Support, so we can try to provide additional resources.  

[Joel Barrett]

Don't forget to login in Customer Connect. There's an icon at the top right of the screen. Then you'll be able to check existing support tickets and create new ones as well.