Common errors while enrolling iOS devices in Hexnode - Hexnode Help Center (2024)

1. The new MDM payload does not match the old payload.

Description

Error message while enrolling an iOS device.

Probable Cause

The device might already have an MDM profile installed in it.

Solution

To remove the existing MDM profile,

1. On your iOS device, go to Settings > General.
2. Scroll down and select VPN and Device Management.
3. Tap Hexnode MDM, or in case you’ve previously enrolled in a different MDM, tap the name of that MDM provider.
4. Scroll down and tap Leave Remove Management > Erase.

Description

Error message while enrolling an iOS device.

Probable Cause

The device type might not be permitted to enroll in Hexnode.

Solution

1. Go to Enroll > Settings in the Hexnode portal.
2. Scroll down to Enrollment Restrictions > Device Models allowed, select iPhone or iPad based on the device type that you are using.
3. Click on Save.

3. A connection to the server could not be established.

Description

Error message while enrolling an iPadOS 13 device.

Probable Cause

The device type might not be permitted to enroll in Hexnode.

Solution

1. Go to Enroll > Settings in the Hexnode portal.
2. Scroll down to Enrollment Restrictions > Device Models allowed, select iPad.
3. Click on Save.

4. Could not download the identity profile from the Encrypted Profile Service. The credentials within the Device Enrollment profile may have expired.

Description

Error message while enrolling macOS devices.

Probable Cause

The device type might not be permitted to enroll in Hexnode.

Solution

1. Go to Enroll > Settings in the Hexnode portal.
2. Scroll down to Enrollment Restrictions > Device Models allowed, check the box corresponding to macOS.
3. Click on Save.

Description

Error message while enrolling an iOS device.

Probable Cause

You may not have configured an APNs certificate.

Solution

You need to set up an APNs certificate for an iOS device to communicate with the MDM server.

After logging in to your Hexnode MDM portal,

1. Go to Admin tab > APNs.
2. Click on Configure APNs Certificate.
3. Click on Generate CSR Request > Download the self-signed-certificate from Hexnode > click Next.
4. Click on Go to Apple Push Terminal > Login with your company Apple ID.
5. Click on Create a Certificate to create the APNs certificate.
6. Click on Choose file > Upload the self-signed certificate (hexnode_signed_casr.txt).
7. Download the APNs certificate generated by Apple.
8. Go back to your Hexnode MDM portal > Enter your company Apple ID > Upload the APNs certificate > Click Finish.

6. Unable to access the enrollment URL sent via email.

Probable Cause

Hexnode UEM server may not be reachable to the users.

Solution

• Make sure that you have disabled Block all incoming connections in the Firewall settings.

Go to System Preferences > Security & Privacy > Firewall > click Firewall Options > Uncheck Block all incoming connections > Click OK.

7. The enrolled devices are not listed in the Hexnode MDM portal even if the users have installed the profile.

Probable Cause

The devices may not be able to reach APNs.

Solution

• Check your Wi-Fi network connectivity.
• In case Wi-Fi is disabled, make sure that your device has cellular data network connectivity.

8. Error message “Profile installation failed. The internet connection appears to be offline” displayed on the device.

Description

The error message is displayed when the device is not connected to the internet.

Probable Cause

Wi-Fi is not connected or mobile data is disabled.

Solutions

• Check your Wi-Fi network connectivity.
• In case Wi-Fi is disabled, make sure that your device has cellular data network connectivity.

9. Error message “Profile Installation Failed. Stolen Device Protection is active. To install this kind of profile, temporarily disable Stolen Device Protection in Settings and try again” displayed on the device.

Description

While attempting to enroll the device (when Stolen Device Protection is enabled), an error message is displayed.

Probable Cause

Stolen Device Protection is activated.

Solutions

• Turn off the Stolen Device Protection option from Settings before the enrollment process.
• Updating the OS to the latest version will also help resolve the issue.