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Knowledge Base

Commands queued and assignments fail due to expired APNs certificate (79474)

Last Updated: 6/30/2022Categories: TroubleshootingTotal Views: 15472Language:
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Symptoms

This article outlines several common symptoms that indicate the Apple Push Notification service (APNs) certificate has expired in your Workspace ONE UEM environment:

Unable to send commands to enrolled devices as they remain queued. The queued commands can be viewed by navigating to Device Summary > More > Troubleshooting within the Workspace ONE UEM Console.

Example: Devices are unable to receive or perform Enterprise wipes.

In addition to queued commands, you might observe these symptoms:

Unable to assign a profile to devices

Example: Mail profile not successfully pushing to devices

Unable to push applications to devices

Example: Assigned applications do not populate on indicated devices

Unable to query devices

Example: Unable to verify compliance status of enrolled devices

All iOS devices fail to check in to Console

Purpose

Note: To manage iOS devices with Workspace ONE, it is necessary to obtain a valid Apple Push Notification service (APNs) certificate. This allows secure communication between the Workspace ONE UEM Console and your enrolled Apple devices. As this certificate is vital for integrating enrolled iOS devices, many features of Workspace ONE are affected if the APNs certificate is allowed to expire.

Resolution

To resolve these issues, successfully renew the APNs certificate. For more information, see How to renew an Apple Push Notification service (APNs) Certificate.

Related Information

 Note: Occasionally the symptom of being unable to send commands to enrolled devices can be present due to separate causes:

Device time may not be set to automatically sync.

To resolve this issue, set the device time to automatically sync.

APNs outbound communication has become backed up.

To resolve this issue, restart the AirWatch Messaging service.

Detectable by VMware SkylineTM

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Additional Resources

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•
End Of General Availability of the Free vSphere Hypervisor (ESXi 7.x and 8.x) (2107518)

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•
Android Enterprise の新しい EMM 登録が断続的に失敗する (79429)

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•
AET-2626：米国および LATAM SaaS 環境において、WinCE デバイス向け Workspace ONE Assist 登録が失敗する (79380)

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