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  2. BlackBerry UEM 12.16
  3. Administration
  4. Activating devices
  5. Tips for troubleshooting device activation

Tips for troubleshooting device activation

When you troubleshoot activation of any device type, always check the following:
  • Make sure that
    BlackBerry UEM
     supports the device type. For more information about supported device types, see the Compatibility matrix.
  • Make sure that there are licenses available for the device type the user activates and the activation type that is assigned to the user. For more information, see the Licensing content.
  • Check network connectivity on the device.
    • Verify that the mobile or
      Wi-Fi
       network is active and has sufficient coverage.
    • If the user must manually configure a VPN or work
      Wi-Fi
       profile to access content behind your organization's firewall, make sure that the user's profiles are configured correctly on the device.
    • If on work
      Wi-Fi
      , make sure that the device network path is available. For more information on configuring network firewalls to work with
      BlackBerry UEM
      , visit support.blackberry.com/community to read article 36470.
  • Make sure that the activation profile assigned to the device supports the device type being activated.
  • If you have defined compliance rules for devices with a jailbroken or rooted OS, restricted OS versions, or restricted device models, verify that the device is compliant.
  • If
    BlackBerry UEM
     is installed on-premises and the device is trying to connect with
    BlackBerry UEM
     or the
    BlackBerry Infrastructure
     through your organization's firewall, verify that the proper firewall ports are open. For more information about required ports, see the Planning content.
  • Gather device logs:

Knox Workspace
 and
Android Enterprise
 devices

When you troubleshoot activation of
Samsung
 devices that use
Samsung Knox Workspace
, check the following:
  • Make sure the device supports
    Knox Workspace
    . See the information from
    Samsung
    .
  • Make sure that the Warranty Bit has not been triggered. See the information from
    Samsung
    .
  • Make sure that the
    Knox
     container version is supported.
    Knox Workspace
     requires
    Knox
     Container 2.0 or later. For more information about supported
    Samsung Knox
     versions, see the list from
    Samsung
    .
When you troubleshoot activation of
Android Enterprise
 devices, check the following:
  • Make sure the device supports
    Android Enterprise
    . For more information, visit https://support.google.com/work/android/answer/6174145 to read article 6174145.
  • Make sure that there is an available license and the activation type is set to
    Work and personal - user privacy
     .
  • To use the
    Work and personal - user privacy
     activation type, devices must be running
    Android
     OS version 5.1 or later.
  • Make sure that the user account in
    BlackBerry UEM
     has the same email address as the one in the
    Google
     domain. If the email addresses do not match, the device will show the following error: Unable to activate device - Unsupported activation type. Look for the following in the core log file: 
    • ERROR AfW: Could not find user in Google domain. Aborting user creation and activation.
    • ERROR job marked for quarantine due to: Unable to activate device - Unsupported activation type