Hi Thomas,

Thank you for providing the information.

The device fails to do a proper MDM checkin after enrollment. This can be caused by different reasons. But since you are able to enroll other devices which are on the same version of iOS, I believe this issue is related to the device enrollment request's size bigger than supported for the Windows server.

Following article describes this issue in detail: https://discussions.soti.net/kb/my-ios-devices-are-unable-to-check-in-to-mobicontrol

Before making any changes mentioned in the article, I would recommend opening a Support case  here so that a technical engineer can further verify if there are any other factors leading to this behavior.

Please let me know if any more information is required.

Thanks

Hi Thomas,

Can you please verify which version of MobiControl are you currently using?

For the iPhone 8, is the behavior same for both agent and agent-less enrollment?

From your web console, please try to request a device check-in for the iPhone 8 and check in the device logs on the web console if you can see a log for "MDM Checkin completed" or not.

Please let me know if you have any questions.

Thanks

If the name of your device icon is a long string of number/hex-digit rather than the expected name defined in the naming pattern of  your add-devices rule,  the enrollment is very likely to be incomplete and problematic.  The number is actually the internal device ID used by MobiControl, which should only be a transient name that is replaced by the expected name if the enrollment complete properly.  Hence,  never rename it and assume the device will work as normal.  If you do some simple tests such as sending message, locking the screen, or deploying/revoking a profile, etc. it's very likely you will find immediately some or all of these tests failing.

The first thing I would do is to delete the device using your web-console.  Sometimes the problem will go away if you retry the WHOLE enrollment process (including first removing all profiles installed and uninstalling the device agent) for a second or third time, as problematic enrollments sometimes are due to poor network connection.  If your device had poor Wifi or cellular signal reception in your first go, retry at a different location of your office where the signal level reported is better.

However , if the problem persists after many retries for the same device (but consistently OK for some other devices), then more steps are need to find the root cause(s) of the problem.    iOS device model/firmware version, incorrect add-devices rule settings, certificate, Mobicontrol server configuration(s), etc. are some of the potential candidates.

Hi,

we are using 14.1.6.1113

Nothing worked (agent or agent-less) correctly.

The Device comes into the console and than it stucks and contains an alphanumeric name (40 length)

The Log only contains 3 entries (Add new device and Request Device check-in )

We tried the enrollment > 20 times with different wifi or celluar constellations.

We always deleted the device in console and clear the profiles on the iphone.

We wiped the device for a clear run and nothing worked but as i posted before with other iphones (5,6) with the same ios version (11.4.1) it works normaly so i can say the rule or profile is working normaly.

It only not works on iphone 8 (we have only one)

As you only have one iPhone8, it is not appropriate to definitely attribute your problem to a particular model, firmware version, agent version or server version.

In fact, I have in the last few weeks three different customers with similar symptom as yours.   In more than 1 case, they have over a hundred devices of the same model, firmware version, etc. bought in the same batch, but have only one or two devices consistently having enrollment problem, while all the remaining 98%+ ones as well as other iOS devices are OK.  We found the problem not to be associated with any  particular device model or firmware version.  Anyway, some server configurations were eventually tuned to fix the problem.

I can't be sure your case is exactly the same.  You'd better open an official support case with Soti support team, and let them verify your problem cause and get the problem fixed.

Thank you

The Solution is https://discussions.soti.net/kb/my-ios-devices-are-unable-to-check-in-to-mobicontrol

After the creation of the registry key and a server reboot i can enroll the device without problems.

This works only for one enroll!!!

I unenrolled the device for a second test and it does not work a second time or third time. The old problem is back.

The Solution for a second enrollment is:

delete the reg key once again -> reboot the server -> create the key again -> reboot the server and it works again without any problem!

Best regards

Thomas