Troubleshooting device activation Skip Navigation

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".