# Common errors while enrolling iOS devices using Apple Configurator 1. This iPhone/iPad is supervised by another computer and cannot be used with this computer. -------------------------------------------------------------------------------------------- [![](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/apple-configurator-troubleshooting-This-iPhone-or-iPad-is-supervised-by-another-computer.jpg) ](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/apple-configurator-troubleshooting-This-iPhone-or-iPad-is-supervised-by-another-computer.jpg)### Description Error message while connecting a managed iOS device into a computer. ### Probable Cause You might have disabled *iTunes Pairing* from your Hexnode MDM portal. Disabling this option will block every iTunes-related action. ### Solution 1. After signing in to your Hexnode MDM portal, head on to **Admin** > **Apple Business/School Manager** > **Apple DEP**. 2. Select **DEP Configuration Profiles** > Open the *DEP Profile* associated with the device. 3. Check the option **Allow iTunes Pairing** > scroll down and click **Save**. 4. After saving the policy, your device needs to be wiped and re-enrolled for the policy to be in effect. [![Allow iTunes Pairing in DEP Configuration Profile for Apple DEP devices in Hexnode](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Allow-iTunes-pairing-in-DEP-Configuration-Profile.png)](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Allow-iTunes-pairing-in-DEP-Configuration-Profile.png) Note: Apple will push the DEP Configurations changes to an iOS device only after wiping the device. 2. NSURLErrorDomain – 1012 -------------------------- [![](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/NSURLErrorDomain-1012.png) ](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/NSURLErrorDomain-1012.png)### Description Error message while enrolling a new device to Hexnode UEM using Apple Configurator. ### Probable Cause This error befalls when Apple Configurator has cached an expired certificate. ### Solution 1. From the Apple Configurator 2 menu, choose **Preferences**. 2. Select the **Servers** tab. 3. Choose the required Hexnode MDM server and delete it by clicking the “-” button at the bottom of the window. 4. Now, try to [re-enroll](https://www.hexnode.com/mobile-device-management/help/apple-configurator-mdm-enrollment/) your device. Select the required Blueprint in Apple Configurator > click **Prepare** and follow the prompts. Note: When asked to enroll in the MDM server, choose **New server** to configure a new MDM server. This process makes Apple Configurator retrieve the latest Hexnode MDM certificates and may resolve the error. 3. An unexpected error has occurred with iPad. ---------------------------------------------- [![](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/An-unexpected-error-has-occurred-with-iPad.png) ](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/An-unexpected-error-has-occurred-with-iPad.png)### Description Error message on Apple Configurator 2. ### Probable Cause This error typically occurs when you connect your device to a Wi-Fi network before starting the Apple Configurator enrollment process. ### Solution 1. On your iPad setup settings, **Choose a Wi-Fi Network** > select the required Wi-Fi network > click **Next** and follow the prompts until you get to *Location Service*. 2. Now, go to *Apple Configurator 2* and [prepare](https://www.hexnode.com/mobile-device-management/help/apple-configurator-mdm-enrollment/#prepare-the-device) the iPad once more. 3. On your iPad, if you cannot connect to a network, go back to **Choose a Wi-Fi Network** > select a Wi-Fi network > click **Next** and follow the prompts appropriately so that the device gets supervised. 4. An unexpected error has occurred: The device returned an unexpected status. (CommandFormatError)[com.apple.configurator.MobileDeviceKit.error] --------------------------------------------------------------------------------------------------------------------------------------------------- ### Probable Cause This error may occur when you try to update to iOS 11 along while trying to enroll with Apple DEP. ### Solution Make sure that you complete updating the device to iOS 11 before [adding the device to DEP](https://www.hexnode.com/mobile-device-management/help/how-to-add-devices-to-apple-dep/). 5. A cloud configuration is already present on this device. ----------------------------------------------------------- ### Description Error message during device activation. ### Solution 1. Make sure you turn Off *Find my iPhone/iPad*. On your device, go to **Settings** > tap your name > **iCloud** > swipe the *Find My iPhone* button to **Off**. 3. Connect your iOS device back to Apple Configurator. 4. Right-click the device > select **Restore**. This process re-downloads iOS into your device and probably fixes the problem. 6. Unable to verify the server’s enrollment URL. ------------------------------------------------ [![](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/Unable-to-verify-the-server-enrollment-URL.png) ](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/03/Unable-to-verify-the-server-enrollment-URL.png)### Description Error message while preparing the devices in Apple Configurator. ### Solutions 1. You can verify your Enrollment URL by logging into your Hexnode MDM portal. Go to **Admin** > **Configurator Enrollment** > *Choose Default* User > **Save** the settings and [retry](https://www.hexnode.com/mobile-device-management/help/apple-configurator-mdm-enrollment/) the enrollment process. 2. Ensure that you have enough licenses available for your subscription. You can obtain the total device count permitted for enrollment by navigating to **Admin > License**. The actual number of enrolled devices is displayed on the Hexnode MDM dashboard as ‘Enrolled Devices’. 3. Check if you have configured the [APNs certificate](https://www.hexnode.com/mobile-device-management/help/apns-settings/) on the portal and the certificate is valid. 7. Unable to skip the step for entering the Apple ID and password while configuring the blueprint. -------------------------------------------------------------------------------------------------- ### Solution While setting up the blueprint, uncheck the option **Add to Apple School Manager or Apple Business Manager** so that you can skip the step asking for Apple credentials. [![Uncheck the option Add to Apple School Manager/Apple Business Manager while configuring the Blueprint](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/02/Uncheck-add-to-ASMABM-while-configuring-the-blueprint.jpeg)](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2019/02/Uncheck-add-to-ASMABM-while-configuring-the-blueprint.jpeg)8. The screen gets unresponsive on fetching Anchor Certificates while configuring the blueprint. ------------------------------------------------------------------------------------------------ ### Solution Click on **Next** as this step does not affect the blueprint creation. 9. An unexpected error has occurred with “iPhone”. -------------------------------------------------- [![Failed to retrieve session info error message while preparing devices in Apple Configurator](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Failed-to-retrieve-session-info-error-message-Apple-Configurator.png)](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Failed-to-retrieve-session-info-error-message-Apple-Configurator.png) ### Description Error message while preparing the device in Apple Configurator. ### Probable Cause This error may sometimes happen if: - You use Apple Configurator to enroll different types of devices successively. - The device is already prepared with Apple Configurator. ### Solution Update Apple Configurator 2 to the latest version to remediate this issue. 10. An unexpected error has occurred with “iPhone”. The device is not connected -------------------------------------------------------------------------------- [![Device not connected error message while preparing devices in Apple Configurator](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Device-not-connected-error-message.png)](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/11/Device-not-connected-error-message.png) ### Description Error message while preparing the devices in Apple Configurator. ### Probable Cause This error happens when the device disconnects while preparing it with Apple Configurator. ### Solution Make sure that the cable connection at the device or Mac has not become loose or unplugged. 11. Unable to find the supervision identity for the organization “_________” ------------------------------------------------------------------------------------- ### Description Error message while preparing the devices in Apple Configurator. ### Probable Cause Apple Configurator cannot verify the supervision identity as the private key for the organization’s identity is no longer available in the Keychain. ### Solution Repair or delete the organization from Preferences > Organizations from the Apple Configurator menu. Note that the connected device features will be disabled.