Troubleshooting device activation

When you troubleshoot activation for any device type, always check the following:
  • Verify that licenses are available for the device type and the activation type.
  • Verify that the activation profile that is assigned to the device supports the device type.
  • Check network connectivity on the device.
    • Verify that the mobile or Wi-Fi network is active and has sufficient coverage.
    • If on work Wi-Fi, verify that the device network path is available.
    • If the user must manually configure a VPN or work Wi-Fi profile to access content behind your organization's firewall, verify that the user's profiles are configured correctly on the device.
  • If you have configured compliance rules for devices with a jailbroken or rooted OS, restricted OS versions, or restricted device models, verify that the device is compliant.
  • If UEM is installed on-premises and the device is trying to connect with UEM or the BlackBerry Infrastructure through your organization's firewall, verify that the proper firewall ports are open.
  • Gather device logs. For more information on retrieving device logs see KB 36986 for iOS and KB 32516 for Android.

Android Management devices

  • You must create separate activation profiles for Android Enterprise and Android Management. If Android Enterprise and Android Management activation types are specified in the same profile, the Android Management type will take precedence, even if it is ranked lower than Android Enterprise. Only the password and activation information for the Android Management activation type will be embedded in the QR code.
  • On some devices, an unnecessary "Setup and restore" screen may display after the device successfully completes the activation process.

Knox Workspace and Android Enterprise devices

When you troubleshoot activation of Samsung devices that use Samsung Knox Workspace, verify that the Knox container version is supported. Knox Workspace requires Knox Container 2.0 or later.

When you troubleshoot activation of Android Enterprise devices, verify that the UEM user account has the same email address as in the Google domain. If the email addresses do not match, the device will show the error "Unable to activate device - Unsupported activation type".