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Common Issues in Android Enrollment

1. “Certificate error occurred”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Certificate error occurred”.

Error message says Certificate error occurred

Probable Causes

  • Case 1: Date and time are not set correctly on the device.
  • Case 2: Incorrect server name was entered
  • Case 3: Device is missing critical security updates

Solutions

Case 1: Make sure you’ve set the time and date on the device correctly. Then, you may restart the device to ensure the change is applied throughout the device. You may also reconfigure the date and time settings from the Settings app on the device by going to System > Date and time.

Case 2: Retry enrollment with the correct server name.

Case 3: It is recommended to keep your Android devices updated with the latest security patches. You can check and install updates by opening the Settings app and going to System > Advanced > System updates.

2. “Network error occurred”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Network error occurred”.

Error message says Network error occurred

Probable Causes

  • Device is not connected to the internet.
  • Other network issues or connection timed out.

Solutions

  • Check the device-end network connectivity.
  • For authenticated enrollments, check if the connected domain service is up and operational.

3. “Unknown error occurred”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Unknown error occurred”.

Error message shows Unknown error occurred

Probable Cause

Incorrect server name or some advanced enrollment error.

Solution

Retry enrollment with the correct server name.

4. “Invalid server. Make sure you enter a valid portal name in the ‘server’ field”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Invalid server. Make sure you enter a valid portal name in the ‘server’ field”.

Error message says Invalid server

Probable Causes

  • Case 1: Clicking Next without entering the server name.
  • Case 2: Incorrect server name.

Solution

Retry enrollment with the correct server name.

5. “Trouble connecting to server”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Trouble connecting to server”.

Probable Cause

An attempt to establish a connection with the server got disrupted.

Solutions

  • Check for network connectivity issues.
  • Retry after some time.

6. “Device limit reached! Please contact your administrator!”

Description

This error appears while enrolling the device after granting the app permissions.

Probable Causes

  • Case 1: You have reached the maximum number of devices you can enroll under your license.
  • Case 2: Your license has expired.

Solutions

Case 1: Check the number of devices allowed to enroll as per your current plan. The total number of enrolled devices should not exceed the total device licenses in your subscription under Admin > License.

Case 2: Verify your license and subscription status on your portal under Admin > License.

7. “Your device is not authorized to be enrolled. Please contact the administrator to know more.”

Description

After entering the server name on the Hexnode app and clicking Next, a dialog window shows the message “Your device is not authorized to be enrolled. Please contact the administrator to know more”.

The error message says device is not authorized to be enrolled

Probable Causes

  • Enrollment settings in the portal restrict Android device enrollment.
  • Enrollment settings in the portal restrict enrollment only to pre-enrolled devices.

Solutions

On your portal, navigate to Admin > Enrollment and make appropriate changes as follows –

  1. Under the Enrollment Restrictions section, Android should be checked to allow enrollment of Android devices.
  2. The option Pre-approved Device only should be unchecked if you are enrolling a new device.

enable Android enrolment from the Enrollment section of the Admin page

8. Having trouble granting permissions.

Description

Unexpected behavior on attempting to grant device permissions like the toggle button is not working or selections are redirecting to unrelated settings page.

Probable Cause

This error has been observed in a few devices having vendor customized OS and might be resulted from the difference in the Settings app configurations.

Solution

Please grant the required permissions manually. The special permissions required by Hexnode are –

  • Device administration
  • Usage access
  • Draw over apps
  • Write systems settings
  • Notification access
  • Allow app installation

On Android 10, you can find these settings under the Special app access page under Apps & Notifications in Settings app. Grant permission for the Hexnode app from there by selecting and enabling each of the special access permissions.

9. “You are not authorized to enroll any devices with Hexnode MDM. Please contact your administrator if you have received an enrollment request.”

Description

This error shows up on submitting the credentials for authenticated enrollments.

Error message reads you are not authorized to enroll

Probable Causes

  • Attempt to sync with the associated domain failed
  • Self-enrollment is disabled for the domain
  • Incorrect user credentials

Solution

Check and enable ‘Self Enrollment’ for the connected domain. You can check if enrollment is allowed for the particular domain by navigating to the Admin tab and selecting the sub-tab corresponding to your domain service provider (e.g., G Suite, Active Directory etc.). The domain must be listed in the following window. Click on the settings icon Settings gear icon and select Enable Self-enroll.

Select the sub-tab corresponding to the domain service provider