Bug: Removing a Device from Self-Service or Help Desk Fails with a Generic Error

Version Affected: 21.04+
Bug Number: EE-2639
Bug Status: Closed - Fixed
Fixed in Version(s): 21.04 HF 9, 22.02 and later (out of the box)

 

Overview

Attempting to remove a device through the Self-Service or Help Desk realm throws a generic error: "Error: An error occurred. Please try again or contact the system administrator."

Cause

The affected user's Push Notification Token attribute in the datastore holds a duplicate value. Device removal fails when it encounters this duplicate.

Resolution / Workaround

This was resolved in 21.04 HF 9 and is fixed out of the box in 22.02 and later, which prevent the Push Notification Token attribute from becoming duplicated going forward.

If a user's Push Notification Token attribute was already duplicated before the appliance was updated to a fixed version, installing the hotfix does not retroactively clean up that existing duplicate value, so the error can still occur for that user. If this happens, even on a fixed/hotfixed version:

1. Have the IdP administrator clear out the affected user's Push Notification Token attribute.
2. Have the user re-enroll their device.

The device will still appear in the Self-Service or Help Desk realm immediately after clearing the token, since the device still exists in Mobile Services — this is expected. Once the device has actually been removed, it no longer shows up and the error does not recur.
 
 
 

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