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2806377 - SAP Work Manager 6.5.1 Push not working in Cloud Platform Mobile Services (Troubleshooting Guide)

Symptom

  • Scenario 1: Users have enabled the standard PUSH functionality for SAP Work Manager 6.5.1 which is deployed on SAP Cloud Platform
    • The admin have followed the standard SAP Work Manager 6.5 configuration document and used Workorder Assignment Type = 4
    • When the BASIS goes to the Mobile Add-On admin portal via the transaction /syclo/Admin,  all pushes never gets sent to the Agentry client mobile devices and this makes the user not received them

      push_admin.png
    • The above picture shows that the status of the PUSH are all completed with total recipients of 0 which indicates unsuccessful transmits to the concerned parties
  • Scenario 2:  From Scenario 1's solutions (Cause 1 to Cause 5 below) and after turning off polling (via the transmit configuration in Agentry editor and publish the application), push is no longer working
    • The admins are aware that for APNS / FCM (formely GCM) is to be used for event based push but for Windows the admin expect it to work without any such configurations
      • What are we missing and why wouldn't the push work when polling is turned off in Windows? 
      • Also there isn't any documentation to setup push via FCM and even in the SCP cockpit the setting only mentions about GCM configuration and not FCM?
  • Scenario 3: Pooling is disabled and push stopped working
  • Scenario 4: After configuring solution for Scenario 3: Connection test is OK. Status HTTP Response 200. Still service event Push is not working
  • Scenario 5: Push not working in the Cloud and have an error as follows:

    ~~~~~~~~~Start Here~~~~~~~~~~~
    "No error handling configured for [com.sap.agentry.ace.ACECommunicationChannel] and the following error occurred java.io.EOFException: null".
    ~~~~~~~~~end~~~~~~~~~~~~~


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Environment

  • SAP Cloud Platform
  • SAP Work Manager 6.5.1
  • SAP Mobile Platform SDK 3.1 SP04

Product

SAP Business Technology Platform 1.0 ; SAP Mobile Platform SDK 3.1 ; SAP Work Manager 6.5.0

Keywords

"Agentry Keep Alive Message","Push not working for SAP Work Manager 6.5","Agentry Cloud Edition Push fails","Work Manager push fails in cloud","Push and certificate","Agentry Push Port","Agentry On-Premise versus Cloud","Work Manager On-Premise versus Cloud","SAP Cloud Platform Work Manager Push fails","How to setup SAP Work Manager Push","SAP Work Manager 6.5 Push Checklist","Troubleshooting SAP Work Manager Push","No error handling configured for [com.sap.agentry.ace.ACECommunicationChannel] and the following error occurred java.io.EOFException: null" , KBA , MOB-SYC-SAP-WM , Syclo SAP Work Manager Application , MOB-CLD-AGS , HCP Cloud Agentry services , Problem

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