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mike_drennen_16's avatar
mike_drennen_16
Icon for Cirrus rankCirrus
Mar 14, 2016

Issue with Mobile devices using APM. Getting "Connection Reset / Lost"

I am experiencing an issue with accessing our APM with a mobile device. Initially, I thought it was only on Apple products but have since been able to recreate it on Android consistently. What happ...
application delivery
BIG-IP Access Policy Manager (APM)
Lucas_Thompson_'s avatar
Lucas_Thompson_
Historic F5 Account

The first thing to do when troubleshooting APM session issues like this is to examine the log messages in /var/log/apm. Do this and look for errors that occur that may correspond to the client problems.

 

SAML errors, from a client perspective, usually result in a "RST" or similar behavior and are only visible on the BIG-IP log files. The logging is quite comprehensive though and usually reveals the source of the problem.

 

mike_drennen_16's avatar
mike_drennen_16
Icon for Cirrus rankCirrus
Mar 14, 2016
Thanks for the reply. That's what has me confused, the logs really don't show a whole lot. It seems on mobile, both iOS and Android, if I clear browsing history, it will work perfectly the first time, then start with the connection issue every time afterward. here is logs when it works: 2016-03-14 08:26:13 Received User-Agent header: Mozilla%2f5.0%20(Linux%3b%20Android%205.0.2%3b%20STUDIO%20ENERGY%20Build%2fLRX21M)%20AppleWebKit%2f537.36%20(KHTML%2c%20like%20Gecko)%20Chrome%2f47.0.2526.83%20Mobile%20Safari%2f537.36. 2016-03-14 08:26:13 Received client info - Type: Safari Version: 1 Platform: Android CPU: unknown UI Mode: Mobile Smart Phone Javascript Support: 1 ActiveX Support: 0 Plugin Support: 0 2016-03-14 08:26:13 New session from client IP 166.171.58.82 (ST=Maryland/CC=US/C=NA) at VIP 208.84.9.37 Listener /Common/MRC_O365.app/MRC_O365_vs (Reputation=Unknown) 2016-03-14 08:26:30 Connectivity resource '/Common/MRC_O365.app/MRC_O365_apm_saml_resource_sso' assigned 2016-03-14 08:26:30 Connectivity resource '/Common/Novatus' assigned 2016-03-14 08:26:30 Connectivity resource '/Common/Workfront' assigned 2016-03-14 08:26:30 Webtop '/Common/MRC_O365.app/MRC_O365_apm_webtop' assigned 2016-03-14 08:26:30 Following rule 'fallback' from item 'Advanced Resource Assign' to ending 'Allow' 2016-03-14 08:26:30 Access policy result: Full 2016-03-14 08:26:30 Username 'mike.drennen' Here are logs when it does the connection drop: 2016-03-14 07:40:01 Received User-Agent header: Mozilla%2f5.0%20(iPhone%3b%20CPU%20iPhone%20OS%209_2_1%20like%20Mac%20OS%20X)%20AppleWebKit%2f601.1.46%20(KHTML%2c%20like%20Gecko)%20Mobile%2f13D15. 2016-03-14 07:40:01 Received client info - Type: Safari Version: 1 Platform: iOS CPU: unknown UI Mode: Mobile Smart Phone Javascript Support: 1 ActiveX Support: 0 Plugin Support: 0 2016-03-14 07:40:01 New session from client IP 166.170.29.152 (ST=Maryland/CC=US/C=NA) at VIP 208.84.9.37 Listener /Common/MRC_O365.app/MRC_O365_vs (Reputation=Unknown) 2016-03-14 07:40:16 Username 'jr.foster' 2016-03-14 07:45:30 \N: Session deleted due to user inactivity or errors. 2016-03-14 07:46:11 Session statistics - bytes in: 4772, bytes out: 1695