Device is unable to be provisioned and no error is returned

Andrew Batta 21

Hi,

We have a device that's using the TPM attestion to connect to IoT Central and it's unable to be provisioned. When we check the logs no error code is returned and the device is never assigned to a hub.

Is there a way to troubleshoot this issue?

QuantumCache 20,031 Reputation points

2023-03-30T16:43:33.5866667+00:00

Hello @Andrew Batta, Thanks for reaching out on this forum.
We may need further information on this error to help you in a better way....! any screenshots of the device connecting to cloud? any further logs or pointers such as app version, logs etc,.

Did you check the device connectivity to the internet? and using the correct TPM attestation?
Please check the below troubleshooting section, and do let us know...

Troubleshoot why data from your devices isn't showing up in Azure IoT Central

2 answers

Sander van de Velde 28,236 Reputation points MVP

2023-03-30T22:21:11.23+00:00

Hello @Andrew Batta ,

It seems you are working with an individual deployment based on TPM security.

I recommend testing this configuration using an Azure IoT Hub linked to a Device Provisioning Service.

These PaaS resources are the Azure services used by Azure IoT Central in the background.

This way, you have more granular control over the connection process and possible error messages.

If the response helped, do "Accept Answer". If it doesn't work, please let us know the progress. All community members with similar issues will benefit by doing so. Your contribution is highly appreciated.
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1 person found this answer helpful.
Andrew Batta 21 Reputation points

2023-04-05T12:46:27.3966667+00:00

Hi thanks for your suggestion. Unfortanetly, this device is in a hospital and is using a validated release so we're not going to be able to test it directly with a hub and provisioning service. Is there anyway other way we might be able to troubleshoot this issue or request more information from someone at Microsoft that has accessed to the hub/provisioning service used by our IoT Central instance?

Andrew Batta 21 Reputation points

2023-04-07T00:50:25.4933333+00:00

Hi, I was able to finally update the logs to capture the exception. Looks like a firewall issue, but I'm a little confused because I thought the default behavior for selecting TransportType.Amqp defaults to using web sockets if the AMQP ports aren't opened.

Is there any extra error handling or configuration that I need to do to have it default to Amqp over web sockets?

Exception:
Microsoft.Azure.Devices.Provisioning.Client.ProvisioningTransportException: AMQP transport exception ---> System.Net.Sockets.SocketException (10060): A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.

Sander van de Velde 28,236 Reputation points MVP

2023-04-07T07:51:03.1166667+00:00

Hello @Andrew Batta , Background information about protocols supported by the underlying IoT Hub can be found here. I'm not aware of an automatic fall-back towards AMQP over Websockets. For customer projects where we are not in control of the firewall, we chose the XYZ (AMQP or MQTT) over Websockets protocol by default. Most of our customers/their customers allow outgoing HTTPS traffic without any questions or extra work.
Switching over to the other 'websocket' protocol seems the solution for you. If the response helped, do "Accept Answer". If it doesn't work, please let us know the progress. All community members with similar issues will benefit by doing so. Your contribution is highly appreciated.

Sander van de Velde 28,236 Reputation points MVP

2023-04-07T07:51:41.0766667+00:00

Hello @Andrew Batta , Background information about protocols supported by the underlying IoT Hub can be found here. I'm not aware of an automatic fall-back towards AMQP over Websockets. For customer projects where we are not in control of the firewall, we chose the XYZ (AMQP or MQTT) over Websockets protocol by default. Most of our customers/their customers allow outgoing HTTPS traffic without any questions or extra work.
Switching over to the other 'websocket' protocol seems the solution for you.

Sander van de Velde 28,236 Reputation points MVP

2023-04-07T07:55:44.39+00:00

Hello @Andrew Batta , Background information about protocols supported by the underlying IoT Hub can be found here. I'm not aware of an automatic fall-back towards AMQP over Websockets. For customer projects where we are not in control of the firewall, we chose the XYZ (AMQP or MQTT) over Websockets protocol by default. Most of our customers/their customers allow outgoing HTTPS traffic without any questions or extra work.

Sander van de Velde 28,236 Reputation points MVP

2023-04-07T07:56:38.9133333+00:00

Hello @Andrew Batta , Background information about protocols supported by the underlying IoT Hub can be found here. I'm not aware of an automatic fall-back towards AMQP over Websockets, you need to select the protocol yourself.
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Sander van de Velde 28,236 Reputation points MVP

2023-04-07T07:49:33.2066667+00:00

Hello @Andrew Batta , Background information about protocols supported by the underlying IoT Hub can be found here. I'm not aware of an automatic fall-back towards AMQP over Websockets. For customer projects where we are not in control of the firewall, we chose the XYZ (AMQP or MQTT) over Websockets protocol by default. Most of our customers/their customers allow outgoing HTTPS traffic without any questions or extra work.
Switching over to the other 'websocket' protocol seems the solution for you. If the response helped, do "Accept Answer". If it doesn't work, please let us know the progress. All community members with similar issues will benefit by doing so. Your contribution is highly appreciated.
Please sign in to rate this answer.

1 person found this answer helpful.
Andrew Batta 21 Reputation points

2023-04-07T14:31:38.3833333+00:00

Thanks for the link and information. I guess I was confused because I read on here that the Amqp transport type will try amqp over tcp first then default to amqp over websockers if it fails. So just to double check, this is not the case correct?

Sander van de Velde 28,236 Reputation points MVP

2023-04-07T15:25:42.2433333+00:00

Hello @Andrew Batta , I see, thank you for that link. @SatishBoddu-MSFT , can you get a confirmation from your side? Meanwhile, test it with the explicit protocol so you know for sure it works over HTTPS.

QuantumCache 20,031 Reputation points

2023-04-10T19:22:52.3366667+00:00

Hello @Andrew Batta , Please send an email with the below details, so that we can work closely on this matter.
Your Email Subject : Attn Satish Boddu Your Email Body content must include the below: Thread URL: Link to this thread. Your Azure Subscription ID: <This is must to be provided to us>

LeelaRajeshSayana-MSFT 13,456 Reputation points

2023-04-12T15:29:19.25+00:00

Hi @Andrew Batta Greetings! I am following up to see if you got a chance to review the above comment and send an email with the requested information. Kindly provide the details through the email to get further assistance on this issue.

Andrew Batta 21 Reputation points

2023-04-13T13:11:52.8933333+00:00

Hi @LeelaRajeshSayana-MSFT I just sent the email with the details. Thanks!

LeelaRajeshSayana-MSFT 13,456 Reputation points

2023-04-13T14:10:13.2066667+00:00

Hi @Andrew Batta Thank you for reaching out to us through the email. We have provided the further details to you via the email. Please let us know if you have any issues following the steps.
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