“Profile installation failed. Network connection was lost”

Avatar
expand collapsive

Just started using hexnode. enrollement goes throug Azure AD and mail from hexnode to users. At the moment its all MacOs devices. (some iphones).

The mail is sent fine. opening the browser links and download the profile is just fine

the hexnode profile is set correct under profiles in System settings.

Clicking on Install (profile) results in network error.

date and time settings on the device are accurate.

So far I had some success by changing the network (even to hotspot of phone)

this let to believe that there would be a firewall issue but we have checked the Firewall and no traffic is blocked (for hexnode). So what else?

Does anyone have experience is this and found a solution?

All Replies

  • Avatar

    Robert Smith

    Hexnode

    Robert Smith

    Keymaster

    Hi Bjorn,

    Hope you are doing well.

    The error “Profile installation failed. Network connection was lost” usually occurs due to an error in the SSL certificate or if there is a failure in the SSL handshake. One of the possible reasons could be the date/time on the device, which in this case can be ruled out since this was already confirmed.

    Could you please check if the SSL certificate is still valid? Please configure the browser to support the latest TLS/SSL version. In case the error still persists, please contact the tech support team via email at mdm-support@hexnode.com. We also shall forward the request internally to our tech support team so they could try to reach out to you and make sure the problem gets resolved or further troubleshoot if needed.

    Cheers,

    Bob Smith

    Hexnode UEM