Under certain network conditions between the Notification Server and Mobile Management server, Android Touchdown users will experience removal of their Touchdown account from the device. When they next open Touchdown, the application will not have an account configured and will show the initial EULA screen.
On the Mobile Management Server, the AndroidConfig_20xx-xx-xx.txt" in "C:\Program Files (x86)\Symantec\Mobile Management\Data\nlog will indicate "Wiping Touchdown account for device id".
There is a known issue with Android policy evaluation that occurs during a networking outage between NS and MMS. The problem causes a blank Touchdown configuration to be sent to devices clearing the client.
A point-fix has been release to address this issue but only for SMM 7.2 SP2.1.
Download and unzip the attached 7.2-SP2-PF-ET3067086.zip file.
On the Symantec Mobile Management Site Server, backup file "C:\Program Files (x86)\Symantec\Mobile Management\iOSServices\bin\AndroidConfig.dll".
Copy the extracted file AndroidConfig.dll into "C:\Program Files (x86)\Symantec\Mobile Management\iOSServices\bin\" folder.