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 orWi-Finetwork is active and has sufficient coverage.
- If on workWi-Fi, verify that the device network path is available.
- If the user must manually configure a VPN or workWi-Fiprofile 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.
- IfUEMis installed on-premises and the device is trying to connect withUEMor theBlackBerry Infrastructurethrough your organization's firewall, verify that the proper firewall ports are open.
Android Management devices
- You must create separate activation profiles forAndroid EnterpriseandAndroid Management. IfAndroid EnterpriseandAndroid Managementactivation types are specified in the same profile, theAndroid Managementtype will take precedence, even if it is ranked lower thanAndroid Enterprise. Only the password and activation information for theAndroid Managementactivation 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
Samsungdevices that use
Samsung Knox Workspace, verify that the
Knoxcontainer version is supported.
KnoxContainer 2.0 or later.
When you troubleshoot activation ofGoogledomain. If the email addresses do not match, the device will show the error "Unable to activate device - Unsupported activation type".
Android Enterprisedevices, verify that the
UEMuser account has the same email address as in the