The Swift MEAP Server is either not available or not accessible to accept the connection request from the device. This may be due to the device not being network enabled (Wi Fi off) or Mobile Data not enabled.
Additionally, the URL or Port numbers may be incorrect in the registration record. This needs to be checked by iEnterprises Support.
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This message is displayed whenever the Swift MEAP™ client is unable to contact the Swift MEAP™ server URL registered with iEnterprises. The client was able to connect to the Swift MEAP™ Activation server and an address was returned to the device. When the client attempted to send login details to the server address received, the client was unable to open the URL.
A user is experiencing this if they entered an activation user id, the client connected to the iEnterprises Activation server and the Activation Server returned the Swift MEAP™ Server address. The user would have then been prompted for their data source login details, which we attempt to pass to the Swift MEAP™ Server. The client is unable to connect to the Swift MEAP™ Server and therefore cannot validate credentials.
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| As with all activation issues, your first step should be to enable logging, client logs will be required. Please see Enabling client logs |
Possible causes and investigation
No internet connection
The device has no internet connection - please check that the device has an active internet connection (this is identified by a green signal icon in tablet versions of the Swift MEAP™ client).
If the client was able to connect to the activation server and retrieve details, this is unlikely to be the cause as the client required a connection to get the details. It could indicate a temporary internet outage, which is outside of our control.
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Please re-attempt activation. If it continues to fail, you may need to check your networking / cellular network provider. We require an active internet connection to complete activation so in areas with poor network coverage, this may take some time to complete |
Activation url is incorrect
Please check the client logs and the Swift MEAP™ server address that was returned to the client. Please search the logs for: ActivationResponse
A sample line from a log file with the Activation Response is as follows:
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2014-08-21 09:41:26.422 disconnectedmobilesales[11154:707] -[ActivationViewController activateUsingReturnData:] [Line 1154] Response = <?xml version="1.0" encoding="UTF-8"?>
<ActivationResponse><Status>0</Status><Description></Description><Protocol>https</Protocol><ServerName>swiftmeap.ienterprises.com</ServerName><Port>443</Port><Context>SwiftMEAP</Context><ConnectionMode>BIS</ConnectionMode></ActivationResponse> |
The <Protocol>, <ServerName>, <Port> and <Context> can be used to check the address that the client will connect to. In the example above, this is: https://swiftmeap.ienterprises.com:443/SwiftMEAP
The client will use this address for all communication with the Swift MEAP™ Server so it is critical this is correct. In a Split Port server, the client uses the "Service" port to communicate and the "Console" port is used for the admin application. So please check that the "Service" URL is being returned to the client.
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If the address returned is not the address you intended to register, please contact support with details of the changes you require. Include the activation address, server address and the ports you are using. If you have identified a specific error in registration, please detail where you can see the error. iEnterprises will then correct the activation record. If the address returned was correct, please move to the next step |
The client cannot connect to the server url
This occurs if the client was returned an address from the activation server, but could not connect to the address identified. It is possible that if you have an internet connection and the server registration details have been checked, that you have another networking issue. In the example above, we identified the server address as: https://swiftmeap.ienterprises.com:443/SwiftMEAP
Please check the request / response sent to the server after activation (as detailed above). When we attempt to connect, this is captured in the logs as: MEURLConnection
Sample from the logs with connection attempt:
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2014-08-21 09:41:32.482 disconnectedmobilesales[11154:707] -[MEURLConnection initWithURL:delegate:AndPostXml:] [Line 57] xmlData p = <?xml version="1.0" encoding="UTF-8"?>
<DeviceRequest><Name>test</Name><Pwd>#####</Pwd><ActivationEmailId>dorian@swiftmeaptest.com</ActivationEmailId><ApplicationIdentifier>com.oraclecorp.internal.ent2.disconnectedmobilesales</ApplicationIdentifier><CustomerEmail>dorian@swiftmeaptest.com</CustomerEmail><Pin>BA39FD7C-264F-4750-9F10-5A60C1BB7BDF</Pin><Language>1</Language><CommunicationMode>BIS</CommunicationMode><Version>v2</Version><CompatibilityVersion>2</CompatibilityVersion></DeviceRequest>
2014-08-21 09:41:33.370 disconnectedmobilesales[11154:707] -[MEURLConnection connection:didFailWithError:] [Line 141] didFailWithError __ Error Domain=NSURLErrorDomain Code=-1005 "The network connection was lost." UserInfo=0x17dabb20 {NSErrorFailingURLStringKey=https://swiftmeap.ienterprises.com:443/SwiftMEAP/CRMRecords, NSErrorFailingURLKey=https://swiftmeap.ienterprises.com:443/SwiftMEAP/CRMRecords, NSLocalizedDescription=The network connection was lost., NSUnderlyingError=0x17daf6e0 "The network connection was lost."} |
Searching for MEURLConnection, we can see a didFailWithError response. This clearly shows the URL that the device attempted to connect to in the NSErrorFailingURLStringKey.
Open a browser on the device, enter the URL that we attempted to connect to (example shown was): https://swiftmeap.ienterprises.com:443/SwiftMEAP/CRMRecords
This will discover if the device has network connectivity to the server. You should see 'EmptyBisResponse' displayed, if you get any kind of error, such as 404 or server not found, the device cannot connect to the specified URL.
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Is the URL avalaible within your network from a non-mobile device? Is the Swift MEAP™ server actually running and accessible (if not, please restart)? Are you using a split port server and are service / console ports configured correctly? If you cannot access the URL and your Swift MEAP™ server is running, you will need to contact your networking administrators to check that the URL is routing correctly, that requests are being forwarded and that the ports used are open. You may also want to check any IP restrictions / VPN requirements or other networking access restrictions in place. If the URL is not accessible outside of your network, it does not matter how many attempts you make, activation will never succeed. The application requires a URL that we can poll from a device to retrieve updates, this is typically not an issue with the Swift MEAP™ server or client, but a routing issue. If all previous steps have been exhausted, please send full details, including any routing/access restrictions you have in place. Please also capture server configuration, installation logs and client logs before submitting a support ticket to iEnterprises. |