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I’m trying to enroll a new iPhone into Hexnode, but when it reaches the enrollment screen, it fails with these messages: “The config cannot be downloaded” “This account is not authorized for this action” The device is new to our setup, and the enrollment flow starts normally before failing at the profile download stage. Is this an iOS enrollment issue, or something in the Hexnode portal that needs to be changed?
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Marked SolutionPending Review
Hexnode Expert
2 hours ago
Sep 22, 2026
Marked SolutionPending Review
These errors can appear during iPhone enrollment when the Hexnode portal does not have an available device license for the new device.
If all purchased device licenses are already assigned to existing devices, a new iPhone will not be able to complete enrollment. In that case, the enrollment profile download may fail with messages such as:
– “The config cannot be downloaded”
– “This account is not authorized for this action”
To resolve this, check whether your device license limit has been reached. If it has, use one of these options:
1. Remove or archive inactive devices from the Hexnode portal to free up licenses.
2. Purchase additional device licenses if all existing devices are still active.
Once a license is available, retry enrollment on the iPhone.
Regards,
Mary Romero
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