XWC agentless device connection authentication issues

[tmsvl]

Have you been able to work this out in the end? We're seeing very alike problems, with 99% of authentication attempts to fail because of timeouts or message "An error occured during the authentication process. If the problem persists, see an associate for assistance".

We use XWC without local agent. In Wireshark we see the same traffic towards xeroxdm.uksouth.cloudapp.azure.com and we have the impression that the issue is there somewhere.

[isemris]

Ok thank you

[XMP_Admin]

Please create a support ticket and work with the assigned person to diagnose the issue.

[isemris]

Hi, I have 2 C8155 connected to XWC with direct connection without any XWC agent on site . Devices are at 114.010.012.01810 FW version. There is a huge issue with authentication by card that ends with Internal error in 5 from 10 cases or delayed login like 5 or 20 secconds. There is also issue with job delivery from cloud after login.

I've tried  2 different internet connection providers and i've deleted the device from XWC and register it again without change. Only case when it works correctly without isues is with XWC agent but it's not acceptable workaroud.  

After analyze of communication between the device and your XWC server I found the issue with xeroxdm.uksouth.cloudapp.azure.com ( 51.11.15.20 )  that is responsible for authentication proccess on device.

Delayed or missing responses from that server break down whole authentication process.

I can provide you a wireshark dump for clever understanding the issue.

https://drive.google.com/file/d/1LHsLIy0amwybijm6toYvkxmM7SHPbL91/view?usp=sharing