Device Diagnostics

You can get diagnostic information about a device in the Devices->Inventory in the following ways:

• Select a device and click Diagnostics
• Right-click a device and select Diagnostic information from the context menu that opens
• Select a device, click Edit, and in the device editor, click Diagnostics.

This opens the Diagnostic information view that contains general information and statistics about the status of the device.

Most of the sections and information are either self-explanatory or technical information that is out of the scope of this documentation.

You can click Refresh to refresh the window to get the information stored in the service, in case it has changed in the background while the diagnostics window has been open. Notice that the window shows the information acquired earlier and stored in the service. To get the current information from the device, click Fetch device diagnostics information.

Some of the rows are visible only after the EMM client has been installed in the device. For example, Symbian S60 3^rd edition, 5^th edition and Symbian³ devices need a client to get information about memory storage conditions, network information, and battery condition.

In devices supporting OMA DM, you can view the full DM information tree. In the Devices→Inventory, select a device, click Execute on selected devices, and then Capture full OMA-DM tree.

In the following, we go through some sections which are relevant to the EMM service.

Device information

The device information section is named after the name of the device.

Most of the fields are self-explanatory. Many are platform specific.

The following should be noted:

Encryption status

Whether or not the device is encrypted. Encryption is configured in the Security→Device encryption section of the device configuration. You can track device compliance with a Encrypted rule, as described in Compliance Rule Set Editor.

Rooted

Whether or not the device is rooted. You can track device compliance with a Device is rooted rule, as described in Compliance Rule Set Editor.

Password is compliant

Whether the current password complies with the password policy, as configured in the Security→Password policy section of the device configuration. You can track device compliance with a Password is compliant rule, as described in Compliance Rule Set Editor.

General

The Version information section shows basic version information of the device.

The lower section shows various timestamps:

Created

Date and time when the device configuration was created in the service.

Last changed

Date and time when the device configuration was last modified in the service by the user through the self-service portal or from the device, or by an administrator such as an organisation manager.

Last processed

Date and time of the last device management connection.

Last data syncronisation

Date and time of the last data synchronisation.

Last notified

Date and time of the last push notification message sent to the device.

Storage

Shows the internal and external storage devices in the device. External devices are usually memory cards inserted in the device.

EAS accounts

Lists Microsoft Exchange ActiveSync (EAS) accounts.

Accounts

Lists various service accounts to which the device has been registered. They should include the eu.mysync.wsdm account after provisioning.

KNOX Premium

Displays the active license and KNOX containers.

Location providers

Displays which location providers are available and active. They usually include GPS, cell phone network, and passive providers.

Time settings

Shows time and time synchronisation settings.

Network

Shows information about the mobile network and WLAN.

Applications

Shows information about the EMM client app as well as other applications installed on the device.

Protocols

Shows status information about the WSDM protocol.

Synchronisation

Shows status information about data synchronisation between the device and the service.