Manager Troubleshooting

General recommendations

Note

The MobileConnect Manager must always be connected to the Internet.

  • During all installation steps.

  • Before you can log in.

Note

You can only access the MobileConnect Manager using the redirect URL. Using the Manager server IP address will not work.

Accessing the MobileConnect Manager Web Interface

The MobileConnect Manager page shows error “This site can’t be reached”.

  1. The URL you are trying to access is incorrect

  2. The URL is not accessible in your network

  3. The redirect URL configured in the Manager Setup is incorrect. Update it with the correct one at https://accounts.sennheiser-connect.com.

Problems logging in, third party cookies are blocked.

Recent browser releases block cookies used on third-party sites you have not visited directly. To log into the MobileConnect Manager, your browser needs to allow third-party cookies from Microsoft (sennheisersst.b2clogin.com).

Try adding this domain to the white list for your browser or unblocking third-party cookies temporarily.

Newly added members cannot log in to the MobileConnect Manager.

If a newly added member cannot log in and gets error “Sorry, something unexpected happened”, you need to update your MobileConnect Manager. The members feature is available with Manager version 1.2.0. To update the Manager follow the instructions in MobileConnect Manager Upgrade and Redeploy.

The MobileConnect Manager page shows error “403 Forbidden”.

  • Check if you are already a member of this Manager on your Profile at https://accounts.sennheiser-connect.com.

  • Check if you accepted the invitation to be a member of this Manager on your Profile.

  • Try logging out and logging in again.

The MobileConnect Manager interface is showing an error “500 Web server not running” or a blank page.

  • Make sure that your Manager PC has Internet connection.

  • You have to accept cookies from the Managers hostname.

  • You also have to accept a third-party cookie from sennheisersst.b2clogin.com.

  • List all dockers with the command below and check if any have status “Restarting”.

docker ps

cd YOUR_MANAGER_INSTALLATION_DIR
export SA_PASSWORD=Mypass123
docker-compose down
docker-compose up -d

  • If you are still experiencing the same problem -> try restarting all docker containers.

docker restart mcm_configuration_api mcm_manager_web mcm_updater_api mcm_database mcm_gateway mcm_messagebroker mcm_registry

If the steps above did not fix this issue, it may be that you set the wrong password for the database. Please try the following:

  • Shut down your MobileConnect Manager using:

docker-compose down

  • Locate the database volume by typing:

docker volume ls

and looking for a volume starting with your installation folder and ending in _sqldata (for example mcmanager_sqldata).

  • Delete the database by typing “docker volume rm <databasevolume_name>”, for example:

docker volume rm mcmanager_sqldata

  • Restart your MobileConnect Manager using:

docker-compose up -d

If you still have issues, contact us at mc-support@sennheiser.com.

MobileConnect Manager page is doing endless reloads in Firefox

Go to “Privacy” settings in your browser. Either use the default privacy settings (“strict”) or in “custom privacy settings”, you have to allow third party from visited websites only. After changing the settings, you have to restart Firefox.

The MobileConnect Manager interface shows an infinite loading bar or shows the message “No internet connection”

  • Make sure your Manager has internet connection.

  • If it has internet connection, check whether the docker logs contain the exception “Resource temporarily unavailable”:

docker logs mcm_configuration_api | grep "Resource temporarily unavailable"

  • If yes, try to restart docker by typing

sudo systemctl restart docker

The firmware card in the MobileConnect Manager interface shows the message “The latest version of the firmware could not be loaded. Please check your internet connection.”

  • Make sure your Manager has internet connection.

  • If it has internet connection, check whether the docker logs contain the exception “Resource temporarily unavailable”:

docker logs mcm_updater_api | grep "Resource temporarily unavailable"

  • If yes, try to restart docker by typing

sudo systemctl restart docker

MobileConnect Manager restart

The MobileConnect Manager is not starting after server reboot.

  • After a restart of the MobileConnect Manager server or power outage, the docker containers are not always restarted properly.

  • An error can also occur if there is no DNS configuration after boot.

  • Make sure that automatic restart of docker is enabled as shown in Step 3. Install the MobileConnect Manager.

  • Run the following commands to fix the issue:

cd /home/$USER/your_mcmanager_installation_dir
export SA_PASSWORD=YourPass
docker-compose down
docker-compose up -d

MobileConnect Manager docker-compose

Docker-compose throws “Invalid interpolation format” error.

  • If you are running Ubuntu 18.04 and previously installed docker-compose, you may see this error message when upgrading the MobileConnect Manager.

  • To resolve it, you need to upgrade docker-compose.

  • Stop your Manager again (run the following command in your installation folder)

docker-compose down

  • Please repeat the first steps in Install docker and docker-compose (uninstall and install)

  • The Manager supports docker version 20.10.7 or higher and docker-compose version 1.25 or higher and version older than those will not work.

  • Proceed with adding a docker group, adding your user to the docker group and enabling the docker service, as described in Step 3. Install the MobileConnect Manager.

MobileConnect Manager upgrade

Problems after upgrading from MobileConnect Manager lower than 1.3.0

  • If you just upgraded your Manager from a version lower than 1.3.0, you may encounter problems with the channel list (e.g. no channel list is available in the app).

  • Run the following commands to fix the issue:

docker stop mcm_lister_api
docker container rm mcm_lister_api
docker-compose down
docker-compose up -d

Manager does not start after an upgrade

  • Please open a terminal and check the docker and docker-compose versions

docker --version
docker-compose --version

  • If they’re lower than the supported versions, you need to upgrade them

  • Stop your Manager again (run the following command in your installation folder)

docker-compose down

docker-compose up -d