# Troubleshooting and Knowledge Base (KB) This section is designed to assist you in resolving common issues that may arise during the management of your mobile devices. Whether you encounter problems with device enrollment, profile installation failures, connectivity issues with the MDM server, or SSL certificate mismatches, this document provides comprehensive solutions to address these challenges. For any unresolved issues, please send us an [email](mailto:mobiledevicemanagerplus-support@manageengine.com) with the necessary [log files](https://www.manageengine.com/mobile-device-management/how-to/logs-how-to.html) attached. Our dedicated support team will promptly review your case and work with you to resolve the issues efficiently. ## Setting Up MDM ### On-Premise #### Secure Communication Using Third-Party Certificates - [Potential Security Risk Ahead](https://www.manageengine.com/mobile-device-management/kb/mdm-potential-security-risk-ahead.html) - [Error in Third Party Certificate](https://www.manageengine.com/mobile-device-management/kb/error-in-third-party-certificate.html) - [Can't reach this page](https://www.manageengine.com/mobile-device-management/kb/mdm-cant-reach-this-page.html) - [SSL certificate name mismatch](https://www.manageengine.com/mobile-device-management/kb/ssl-certificate-name-mismatch.html) - [Unable to add SSL certificate](https://www.manageengine.com/mobile-device-management/kb/mdm-decrypt-imported-ssl-file.html) - [Server connection not secure](https://www.manageengine.com/mobile-device-management/kb/server-connection-not-secure.html) - [Unable to download intermediate certificates automatically](https://www.manageengine.com/mobile-device-management/kb/import-certificate-issue.html) - [Access to MDM server blocked](https://www.manageengine.com/mobile-device-management/kb/mdm-access-to-server-blocked.html) #### Database - [Back up creation failed](https://www.manageengine.com/mobile-device-management/kb/backup-creation-failed.html) - [SQL DB unreachable](https://www.manageengine.com/mobile-device-management/kb/mdm-sql-server-db-unreachable.html) - [Install app failed](https://www.manageengine.com/mobile-device-management/installation-failed.html) ## Integrate Directory Service - [Unable to add domain](https://www.manageengine.com/mobile-device-management/kb/unable-to-add-domain.html) ## Enrolling Devices ### General - [License limit has reached](https://www.manageengine.com/mobile-device-management/kb/mdm-license-limit-has-reached.html) - [Unable to modify user details](https://www.manageengine.com/mobile-device-management/kb/mdm-cloud-user-details-not-modified.html) ### Apple Device Enrollment #### General - [License limit has reached](https://www.manageengine.com/mobile-device-management/kb/mdm-license-limit-has-reached.html) - [Unable to modify user details](https://www.manageengine.com/mobile-device-management/kb/mdm-cloud-user-details-not-modified.html) #### Connectivity - [The SCEP server configuration is not supported](https://www.manageengine.com/mobile-device-management/kb/scep-server-configuration-is-not-supported.html) - [This Connection is Not Private](https://www.manageengine.com/mobile-device-management/kb/connection-is-not-private.html) - [Safari couldn't open the page because the server stopped responding](https://www.manageengine.com/mobile-device-management/kb/safari-couldnt-open-the-page-because-the-server-stopped-responding.html) - [Error in Third Party Certificate](https://www.manageengine.com/mobile-device-management/kb/error-in-third-party-certificate.html) - [MDM Profile cannot be installed on Device](https://www.manageengine.com/mobile-device-management/kb/mdm-profile-cannot-be-installed.html) - [New MDM Payload does not match with the old one](https://www.manageengine.com/mobile-device-management/kb/mdm-new-payload-does-not-match-old-one.html) - [Device management revoked by user](https://www.manageengine.com/mobile-device-management/kb/device-management-revoked-by-user.html) #### APNs - [APNS certificate Expired/Revoked](https://www.manageengine.com/mobile-device-management/kb/mdm-apns-certificate-expired-or-revoked.html) - [CSR mismatch](https://www.manageengine.com/mobile-device-management/kb/mdm-apns-mismatch.html) - [Unable to manage the mobile device- APNs not reachable](https://www.manageengine.com/mobile-device-management/kb/mdm-apns-not-reachable.html) - [APNs not recognized](https://www.manageengine.com/mobile-device-management/kb/mdm-apns-not-recognized.html) #### Invite Enrollment - [Profile Installation Failed](https://www.manageengine.com/mobile-device-management/kb/mdm-profile-installation-failed.html) - [Use safari browser from your mobile device, to Enroll your device](https://www.manageengine.com/mobile-device-management/kb/mdm-use-safari-browser.html) - [Apple user enrollment has been enabled by your Admin](https://www.manageengine.com/mobile-device-management/kb/apple-user-enrollment-has-been-enabled-by-your-admin.html) - [Downloaded profile is not available in settings](https://www.manageengine.com/mobile-device-management/kb/download-profile-unavailable.html) - [Invalid Enrollment Invite!](https://www.manageengine.com/mobile-device-management/kb/mdm-invalid-enrollment-invite.html) - [A Connection to the MDM server could not be established](https://www.manageengine.com/mobile-device-management/kb/connection-to-the-mdm-server-could-not-be-established.html) - [Issues with scanning the QR code using iOS devices](https://www.manageengine.com/mobile-device-management/kb/ios-qr-scan-errors.html) - [Safari Profile Installation error](https://www.manageengine.com/mobile-device-management/kb/safari_profile_installation_error.html) #### Automated Device Enrollment(ABM/ASM) - [Troubleshooting Tips - Automated Device enrollment(ABM/ASM)](https://www.manageengine.com/in/mobile-device-management/help/enrollment/troubleshooting_tips_ABM.html) #### Apple Configurator Enrollment - [Troubleshooting steps while enrolling devices using ACE](https://www.manageengine.com/mobile-device-management/help/enrollment/troubleshooting_tips_apple_configurator.html) ### Android Device Enrollment #### Common - ["Access Blocked!" - Unable to enroll the Android device from a Public network](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-enroll-the-android-device-from-a-public-network.html) - [Server unreachable : FQDN Verification](https://www.manageengine.com/mobile-device-management/kb/mdm-server-unreachable-fqdn-verification.html) - [Device administrator disabled](https://www.manageengine.com/mobile-device-management/kb/mdm-android-device-administrator-disabled.html) - [Can't Setup Device](https://www.manageengine.com/mobile-device-management/kb/cant-setup-device.html) #### Connectivity - [Server unreachable: Unable to resolve FQDN due to DNS issue, or Unable to connect to the MDM Server](https://www.manageengine.com/mobile-device-management/kb/mdm-server-unreachable-server-reachability-verification.html) - [Certificate expired:Sync Operation](https://www.manageengine.com/mobile-device-management/kb/mdm-certificate-expired-sync-operation.html) - [FCM service not available](https://www.manageengine.com/mobile-device-management/kb/mdm-android-gcm-service-not-available.html) - [FCM Authentication failed](https://www.manageengine.com/mobile-device-management/kb/mdm-gcm-authentication-failed.html) - [Unable to reach FCM](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-reach-gcm.html) - [FCM registration error](https://www.manageengine.com/mobile-device-management/kb/mdm-gcm-registration-error.html) - [Android device-enrollment failed](https://www.manageengine.com/mobile-device-management/kb/mdm-android-enrollment-failed.html) - [Android account missing](https://www.manageengine.com/mobile-device-management/kb/mdm-android-account-missing.html) #### Invite Enrollment - [Unable to add work profile](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-add-workprofile.html) - [Invalid QR code](https://www.manageengine.com/mobile-device-management/kb/mdm-invalid-qr-code.html) #### QR Code Enrollment - [Wrong QR code - Ask your IT Admin for correct code](https://www.manageengine.com/mobile-device-management/kb/mdm-wrong-qr-code-full-device-management.html) ## Profiles & Configuration - [Profile installation failed- Command format error](https://www.manageengine.com/mobile-device-management/kb/mdm-command-format-error.html) - [Wi-Fi profile failed](https://www.manageengine.com/mobile-device-management/kb/mdm-android-wifi-profile-failed.html) - [Windows passcode fails](https://www.manageengine.com/mobile-device-management/kb/windows-passcode-fails.html) - [Wi-Fi/VPN Authentication fails due to certificate mapping error](https://www.manageengine.com/mobile-device-management/kb/wifi-profile-certificate-mapping-error.html) ## App Management ### General - [App distribution failed- License count exceeded](https://www.manageengine.com/mobile-device-management/kb/mdm-license-count-exceeded.html) - [Unable to retrive app data](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-retrieve-app-data.html) ### Apple App Management - [App Store not reachable](https://www.manageengine.com/mobile-device-management/kb/mdm-app-store-not-reachable.html) - [App Store disabled](https://www.manageengine.com/mobile-device-management/kb/mdm-app-store-disabled.html) - [Manifest file URL not reachable](https://www.manageengine.com/mobile-device-management/kb/mdm-manifest-file-not-reachable.html) - [Developer provisioning profile detected in IPA](https://www.manageengine.com/mobile-device-management/kb/mdm-developer-provisioning-profile-detected.html) - [iTunes store id not validated](https://www.manageengine.com/mobile-device-management/kb/mdm-itunes-store-id-not-validated.html) - [Unable to install iOS app](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-install-ios-app.html) - [Invalid security certificate](https://www.manageengine.com/mobile-device-management/kb/mdm-invalid-security-certificate.html) ### Android App Management - [Android App Sync Failed](https://www.manageengine.com/mobile-device-management/kb/android-app-sync-failed.html) - [Security policy restricts use of Smart Switch](https://www.manageengine.com/mobile-device-management/kb/mdm-security-policy-restricts-use-of-smart-switch.html) - [App installation failed](https://www.manageengine.com/mobile-device-management/kb/mdm-app-installation-failed.html) ## Inventory ### General - [Phone number is not detected](https://www.manageengine.com/mobile-device-management/kb/mdm-phone-number-not-detected.html) ### Apple - [Device scanning failed- Scanning time-out](https://www.manageengine.com/mobile-device-management/kb/mdm-scanning-time-out.html) - [Unable to contact iOS device](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-contact-ios-device.html) ### Android - [Unable to locate android device](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-locate-android-device.html) - [Unable to contact Android device](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-contact-android-device.html) - [Android agent not reachable](https://www.manageengine.com/mobile-device-management/kb/mdm-android-agent-not-reachable.html) ### Windows - [Unable to contact Windows device](https://www.manageengine.com/mobile-device-management/kb/mdm-wns-not-reachable.html) - [Complete wipe failed on a Windows laptop](https://www.manageengine.com/mobile-device-management/kb/windows-complete-wipe-failed.html) ## Conditional Access - [Issues in accessing Exchange Server](https://www.manageengine.com/mobile-device-management/kb/mdm-issues-accessing-exchange-server.html) - [Exchange Account Already Exists](https://www.manageengine.com/mobile-device-management/kb/mdm-exchange-account-already-exists.html) ## Security updates on vulnerabilities - [Issues in Memory Handling and Access Validation](https://www.manageengine.com/mobile-device-management/kb/driver_vulnerability_fix_2024.html) - [Cross-site Scripting (XSS) Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-cross-site-scripting-vulnerabilities.html) - [Authentication Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-authentication-vulnerabilities.html) - [Authorization Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-authorization-vulnerabilities.html) - [Sensitive Data Exposure](https://www.manageengine.com/mobile-device-management/kb/mdm-sensitive-data-exposure.html) - [Brute Force Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-brute-force-vulnerabilities.html) - [File Read/Inclusion Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-file-read-inclusion-vulnerabilities.html) - [Arbitrary File Upload Vulnerabilities](https://www.manageengine.com/mobile-device-management/kb/mdm-arbitrary-file-upload-vulnerabilities.html) - [Security Issues in Cookies](https://www.manageengine.com/mobile-device-management/kb/mdm-security-issues-in-cookies.html) - Multiple Vulnerabilities in OpenSSL **(fixed in Build #91051)** - CSRF attack on User Management Role handling **(fixed in Build #91038)** - CVE-2015-82001 and Remote Code Execution in few servlets **(fixed in Build #91108)** - Multiple Cross Site Scripting(XSS) Vulnerabilities in OpenSSL **(fixed in Build #92035)** - CVE-2022-41339- [Privilege escalation in User Administration](https://www.manageengine.com/mobile-device-management/kb/CVE-2022-41339.html) ## OS Update Management ### Apple OS Update Management - [Troubleshooting iOS/iPadOS Update Failures](https://www.manageengine.com/mobile-device-management/kb/automate-ios-updates-troubleshoot.html) ### Android OS Update Management - [Troubleshooting Android Update Failures](https://www.manageengine.com/mobile-device-management/kb/automate-android-updates-troubleshoot.html) ### Custom Firmware OS Update Management - [Troubleshooting Custom Firmware Update Failures](https://www.manageengine.com/mobile-device-management/kb/custom_firmware_troubleshoot.html) ## Remote Troubleshooting ### Android - [Android Remote Session Troubleshooting](https://www.manageengine.com/mobile-device-management/kb/android-remote-session-troubleshooting.html) - [App Content Hidden During Screen Sharing](https://www.manageengine.com/mobile-device-management/kb/app-content-hidden-during-screen-sharing.html)