Troubleshooting: Activation errors and issues

In the

UEM

management console, verify that licenses are available. If necessary, activate licenses or purchase additional licenses.

This error is displayed on an

iOS

device when a profile already exists on the device.

Go to

Settings > General > Profiles

on the device and verify that a profile already exists. Remove the profile and try to activate again. If the issue persists, you might have to reset the device because data might be cached.

This error is displayed on an

iOS

device when a profile already exists on the device.

Go to

Settings > General > Profiles

on the device and verify that a profile already exists. Remove the profile and try to activate again. If the issue persists, you might have to reset the device because data might be cached.

This error can occur if the certificate that

UEM

uses to sign the MDM profile that it sends to an

iOS

device is not trusted by the device (the user is prompted to trust this certificate when they activate the device). In an on-premises environment, install the root certificate for the CA that issued the certificate. See Changing the certificates that BlackBerry UEM uses for authentication in the Configuration content.

This error can also occur if you configure a transparent proxy such as Blue Coat that monitors port 443 for non-standard traffic and the

UEM Client

cannot make the required HTTP CONNECT and HTTP OPTIONS calls to

UEM

. Verify that your proxy configuration is not blocking the

UEM Client

from making these calls.

This error can occur if the username (or customer address if registration with the

BlackBerry Infrastructure

was disabled) was not entered correctly or if the activation password has not been set or has expired.

Verify that the username, password, and customer address (if applicable) is accurate, or set a new activation password with

UEM Self-Service

and try again.

The APNs certificate may not be registered correctly.

Perform one or more of the following actions:

In the management console, on the menu bar, click
Settings > External integration > Apple Push Notification
. Verify that the APNs certificate status is "Installed." If the status is not correct, try to register the APNs certificate again.
To test the connection between
UEM
and the APNs server, click
Test APNS certificate
.
If necessary, obtain a new signed CSR from
BlackBerry
, and request and register a new APNs certificate. For more information, see Obtaining an APNs certificate to manage iOS and macOS devices in the Configuration content.

If users are using a third-party mail server, email messages from

UEM

can be marked as spam and end up in the spam email folder or the junk mail folder.

When a user installs

BlackBerry Access

and

BlackBerry Work

for

Windows

on a computer, these apps display as a

Windows

device on the user details screen. This is expected behavior.