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DarraignTheSane

iOS device not registering (self.sysadmin)

submitted 1 year ago by tupcakes to c/[email protected]

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So I've got a weird situation. We have one iOS (iphone 13 with 16.5) device only that is having issues completing the enrollment process.

download and sign into company portal

sign into the company portal

installed the management profile (confirmed)

device reports as not registered by company portal

the device not being registered is causing CA policies to fail for the device so the user can't setup their apps like outlook or teams.

I've also confirmed there isn't another management profile installed for another mdm.

I've walked the user through the enrollment process a few times, with and without the authenticator app installed and setup. the device doesn't show as registered in the authenticator app either. trying to register the device in authenticator just gives an generic error saying something went wrong.

I did come across something online about supervised devices in this state when the device id in azure ad is all zeros (https://learn.microsoft.com/en-us/mem/intune/apps/app-configuration-policies-use-ios#configure-the-company-portal-app-to-support-ios-and-ipados-devices-enrolled-with-automated-device-enrollment) however in this case the device id is populated.

I've re-enrolled one of my devices to walk through the setup process to make sure it's not something with the CA policies or something else. as far as I can tell this person is setup just like everyone else that is using mdm.

Hopefully someone has an idea, because i'm out of ideas on this.

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[–] [email protected] 1 points 1 year ago (1 children)

Just to verify, are you doing this all on the same network? I definitely have had issues with devices not completing enrollment due to this. Also, the other obvious one to check for is to ensure this user isn't over the device enrollment limit, which I think is 15 devices. One last bit, make sure this user has an intune license! It really doesn't seem like this is a device issue if the user is sure there is not another MDM profile on the device.

[–] tupcakes 2 points 1 year ago

yeah thats all been checked and or cleared out. I'm going to have them do a facetime screen share with me later today. I've been all over the intune and azure ad objects, test enrolled multiple of my own devices, and no other users are having this issue.

it's gotta be something the person is doing or isn't doing. normally I don't do this kind of support, but the helpdesk couldn't figure it out so it was escalated to me. it's super frustrating.

[–] [email protected] 1 points 1 year ago (1 children)

Is there any chance you have a duplicate Azure device that's causing registration errors?

During testing when we ran the same devices through enrollment over and over, we had registration errors because of existing Azure devices. After deleting them, we were able to register the devices again.

[–] tupcakes 1 points 1 year ago

checked that. this is the only azure mobile device object that exists for this user.

[–] [email protected] 1 points 1 year ago (1 children)

You have enough licenses? This was an issue for me with JAMF. But you should see this earlier. Btw. which MDM are you using?

[–] tupcakes 1 points 1 year ago

yep the user is licensed. intune.