Self Diagnosis

Self diagnosis is a powerful, automated maintenance tool that provides rapid responses to fixing important issues and reducing the need for patch releases.

This features allows System Manager to perform regularly scheduled self diagnosis on Core. When self diagnosis is enabled, System Manager automatically downloads the latest Ivanti EPMM diagnosis scripts from MobileIron, runs the scripts, diagnoses potential issues, and reports errors to the administrators in the Self Diagnosis details table. When fixes are available, administrators are immediately provided with the fixes that they can apply on their own, without waiting for a patch release.

Ivanti EPMM issues this automated diagnosis features diagnoses range from informational to critical, depending on the nature of the issue. For instance, a possible informational issue might be that you have too many retired devices in the system, which could result in performance problems. A critical issue could be that your certificate is about to expire. You could see a message that you are going to run out of disk space. It could be either informational or critical depending on how much disk space you have remaining.

When self diagnosis is enabled, it will:

  • Run at random times on random days (Saturday or Sunday) each weekend.
  • Provide issue IDs that are useful for troubleshooting by MobileIron Support.
  • Provide a description and log of each issue for administrators to understand the issue. Logs are saved in the following directory: /var/log/messages.
  • Provide a link to KB articles for an explanation of the fix.
  • Provide the ability for administrators to apply a fix and view the history of each applied fix.

Before you can use self diagnosis, you must allow traffic between the MobileIron server that hosts and pushes diagnostic scripts and patches to Core. Whitelist the hostname and port when configuring your firewall. After enabling self diagnosis, you can still run it at any time as well as disable it. Internet access is required to use this feature as it must contact MobileIron to download diagnostic scripts.

Self diagnosis does not support backup and restore. If fixes were applied to a system that was backed up, you must re-apply the fixes after the system has been restored.

Related topics 

Self Diagnosis window

Access this feature by logging in from the System Manager Portal then clicking Maintenance > Self Diagnosis to open the Self Diagnosis windows. The window includes the following options:

Self Diagnosis table

The self diagnosis table is updated each time diagnosis scripts are run (either on the automated schedule or by clicking Run Diagnosis). The table shows all the issues that were found during the diagnosis, relevant KB articles, and any available fixes that apply to the current version of the software, if any.

The following table summarizes the fields in the Self Diagnosis window.

Table 46.  Self diagnosis table fields

Fields

Description

ID

The issue identifier, which is useful for troubleshooting by MobileIron Support.

Description

This is a short description that explains the issue.

KB Article

This links to a knowledge-based support article that provides useful information to understand the issue or details for administrators to fix the issue.

Status

The options are: N/A, SUCCESS (after clicking Apply Fix and it is successful), or FAILED (after clicking Apply Fix and the fix was not successful). Call support if a fix fails.

Action

The options are:

  • View Details to open the log report of the issue.
  • Apply Fix to update the software with a patch to fix one or more issues. The response will be SUCCESS or FAILED. Call MobileIron Support if a fix attempt fails.

History button

The History options provide the history of fixes, presented in a table with sortable columns. The following history records are available to you when you click:

  • Current Release: to display a history of applied fixes for the current release on that Ivanti EPMM instance (9.6.0.0, for example)
  • Complete History: to display a history of applied fixes for all releases on that Ivanti EPMM instance (9.6.0.0, 9.6.0.1, and 9.7.0.0, for example).

Each history table provides the following information.

  • Execution Time: the format is based on how the clock on the Ivanti EPMM instance is configured
  • ID: the same identifier listed for the issue, as it is listed on the Self Diagnosis table.
  • Version: the version to which the fix was applied.
  • Operation: the values will be INSTALL or SYSTEM CLEANUP.
  • Status: the status of the applied fix and the values are SUCCESS or FAILED.
  • KB Article: the knowledge base article listed for the issue, as it is listed on the Self Diagnosis table.
  • Comment: any available system-generated information regarding the operation.

Run Diagnosis option

When enabled, self diagnosis runs automatically. However, you can also run self diagnosis on the system at any time. Click the Run Diagnosis button to immediately trigger a new diagnosis outside the scheduled time. This action downloads the latest diagnosis scripts from MobileIron and reports any findings in the Self Diagnosis table.

The Run Diagnosis button is disabled until the self diagnosis features has been enabled.

Preferences options

The Preferences option to add the following two modes above the Self Diagnosis table:

  • Enabled: Turns on self diagnosis.

    • Displays the time of the most recent self-diagnostics.
    • Displays the result of the most recently run self-diagnostics.

  • Disabled: turns off self diagnosis (default).

    • Turns off self diagnosis.
    • Provides instructions to enable it.

Related topics 

Using self diagnosis

The self diagnosis feature runs automatically at random times during random weekend days, but you can also run it between schedules. Self diagnosis is disabled, by default. This topic describes how to use the feature, including enabling the self diagnosis schedule.

If you are using HA, the fix will be applied to the primary server, but not to the secondary server. You must manually apply the fix to the secondary server.

Before you begin 

Before you can use this feature, you must:

  • Have access to the Internet to download diagnostic scripts from MobileIron.

  • Allow traffic between the MobileIron server that hosts and pushes diagnostic scripts and patches to Core. Whitelist the hostname and port of the script server when configuring your firewall.

    • Hostname: clm.mobileiron.com
    • Port: 443

Procedure 

  1. Log into the System Manager.
  2. Click Maintenance > Self Diagnosis.

  3. In the Self Diagnosis window, select one or more of the following options:

    • Click History > Current Release to view a history of the fixes applied to the current Ivanti EPMM release (9.6.0.0, for example).
    • Click History > Complete History to view a complete history of the fixes applied for all Ivanti EPMM releases (9.6.0.0, 9.6.1.0, and 9.7.0.0, for example).
    • Click Run Diagnosis to immediately download and run the latest diagnosis scripts.
    • Click Preferences > Enabled to schedule the automated self diagnosis.
    • Click Preferences > Disabled to turn off the scheduled for diagnosis.
    • Click Save to save any changes to the Preference options.
    • Click Save on the top right corner for a global save that persists changes on reboot.

  4. In the Self Diagnosis table, select one or more of the following options:

    • Click View Details to open a log of the issue, if no fix is available.
    • Click Apply Fix to apply the fix for the selected issue.

  5. Check the Status column:

    • If the fix is successfully applied, the Status column displays SUCCESS.
    • If the fix is not successfully applied, the Status column displays FAILED. Call Ivanti, Inc Support.

Related topics