Troubleshooting Registration of a Device via Scanning for Devices Fails

The following article explains the possible reasons and solutions for device registration failure in the IGEL Universal Management Suite (UMS) when using the scan and register method. For details on the method, see How to Scan the Network for Devices and Register Devices on the IGEL UMS .

Symptom

Although a device can be scanned from the UMS Console, it cannot be registered on the UMS Server. One of the following error messages will appear in the UMS Console:

Cannot connect to remote management server
Protocol state invalid
Certificate invalid

Problem

This may be caused by

the server's firewall blocking the process
an already existing UMS certificate on the device
some database service hanging
network transfer delays or losses affecting the registration process
not correct time / date on the device or the UMS Server

Solution

Solving the Firewall Problem

On your system running the UMS Console and UMS Server, add the following port to the Windows firewall as an exception:
- Name = IGEL RMGUIServer
- TCP Port = 30001

If you have changed the standard port 30001 in the UMS Administrator, open the firewall accordingly for this port. For more details on ports, see IGEL UMS Communication Ports .

Make sure no other firewall within the network is blocking ports 30001 and 30005.
Try to import the device again.

It can also be useful to check the network firewall for SSL inspection.

Solving the Certificate Problem

With OS 11 devices:

→ Delete the server.crt certificate from /wfs/ folder on the device. Try to register the device again.

OR

→ If you know from which UMS Server exactly the device has received the certificate and have access to this UMS Server, you can remove the certificate as described under How to Remove a UMS Certificate from an OS 11 Device.

With OS 11 or OS 12 devices:

→ Reset the device to factory defaults and try to register the device again. For how to reset the IGEL OS device to factory defaults, see Reset to Factory Defaults.

Solving the Database Problem

→ In the UMS Administrator > Datasource, disable the currently active data source and re-activate it again. Try to register the device again.

For details on the UMS Administrator, see The IGEL UMS Administrator.

Checking the Network

→ Check if the network is fine by sending pings from the device console to your UMS Server:
ping -s <SIZE> -c 10 -M do
Start with SIZE =1500 and decrease the size of packages until all packages got transferred without fragmentation or package loss. 1440 / 1400 / 1350 / 1300 are good values to test with.

For "pinging" the UMS Server on a device with IGEL OS, you can use the built-in network tools (see (12.04-en) Network Settings in the IGEL UMS Web App and, for OS 11, Network Tools).

Checking Time and Date

→ Check if the time and date are set correctly on the device and on the UMS Server.

Tip

If you have problems with device registration in the UMS, it is generally recommended to check

if the registration directly from the endpoint device functions, see Using UMS Registration Function. If not, it is usually a sign of some network problems.
if there is another UMS on the network, and the DHCP and/or DNS server configuration points to the "wrong" UMS.