Tips for troubleshooting device activation
When you troubleshoot activation of any device type, always check the following:
- Make sure thatBlackBerry UEMsupports 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 orWi-Finetwork is active and has sufficient coverage.
- If the user must manually configure a VPN or workWi-Fiprofile to access content behind your organization's firewall, make sure that the user's profiles are configured correctly on the device.
- If on workWi-Fi, make sure that the device network path is available. For more information on configuring network firewalls to work withBlackBerry 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.
- IfBlackBerry UEMis installed on-premises and the device is trying to connect withBlackBerry UEMor theBlackBerry Infrastructurethrough 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:
- For more information on retrievingiOSdevice log files, visit support.blackberry.com/community to read article 36986.
- For more information on retrievingAndroiddevice log files, visit support.blackberry.com/community to read article 32516.
Knox Workspace and Android Enterprise devices
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 supportsKnox Workspace. See the information fromSamsung.
- Make sure that the Warranty Bit has not been triggered. See the information fromSamsung.
- Make sure that theKnoxcontainer version is supported.Knox WorkspacerequiresKnoxContainer 2.0 or later. For more information about supportedSamsung Knoxversions, see the list fromSamsung.
When you troubleshoot activation of
Android Enterprise
devices, check the following:
- Make sure the device supportsAndroid 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 toWork and personal - user privacy.
- To use theWork and personal - user privacyactivation type, devices must be runningAndroidOS version 5.1 or later.
- Make sure that the user account inBlackBerry UEMhas the same email address as the one in theGoogledomain. 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