Description

When the DeviceDetection.Enabled setting is set to false the following error might appear in the log records:

ERROR Couldn't retrieve device information for user agent: [user agent name]
Exception: Sitecore.CES.DeviceDetection.Exceptions.DeviceDetectionException
Message: Device detection is disabled
Source: Sitecore.CES.DeviceDetection
at Sitecore.CES.DeviceDetection.DefaultDeviceDetectionManager.GetDeviceInformation(String userAgent)
at Sitecore.Analytics.XConnect.DataAccess.Pipelines.ConvertToXConnectInteractionPipeline.ConvertToXConnectInteractionProcessor.ProcessGetUserAgentInfo(ConvertToXConnectInteractionPipelineArgs args)

Solution

To resolve the issue, consider one of the following options:

• Upgrade Sitecore XP instance to Sitecore XP 10.0.0 or later.
• Download and install the hotfix compatible with the affected product version:
  • For Sitecore XP 9.1.0: SC Hotfix 475575-1.zip
  • For Sitecore XP 9.1.1: SC Hotfix 487893-1.zip

    Be aware that hotfixes were built for specific Sitecore XP versions, and must not be installed on other Sitecore XP versions or in combination with other hotfixes. In case any other hotfixes have already been installed on a certain Sitecore XP instance, send a request for a compatibility check to Sitecore Support.
    Note that the ZIP file contents need to be extracted to locate installation instructions and related files inside. The hotfixes must be installed on a CM instance and then synced with other instances using standard development practices.

Alternatively, because the behavior does not affect the functionality, you can prevent errors from appearing in the log records. To do this, add the filter to the LogFileAppender, as follows:

<filter type="log4net.Filter.StringMatchFilter">
    <stringToMatch value="retrieve device information for user agent"/>
    <acceptOnMatch value="false" />
</filter>