# Unable to contact the device

Last updated: July 24, 2026

## Problem

You are trying to execute remote security commands such as corporate wipe, device lock etc., and you get the error "Unable to contact the device"

## Cause

You might get this error message, due to one of the following reasons:

1. [Connectivity-based issues](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-contact-android-device.html#connectivity)
2. [Device-based issues](https://www.manageengine.com/mobile-device-management/kb/mdm-unable-to-contact-android-device.html#device)

## Resolution

### Connectivity-based issues

This occurs when the MDM Server cannot reach the managed device and/or the device cannot reach the MDM Server.

*For MDM On-Premises*

- Ensure the MDM Server is connected to the Internet.
- Ensure the managed device can access MDM Server. The device must be able to reach **http://<Server FQDN>:9020**
- Ensure these [domains](https://www.manageengine.com/mobile-device-management/faq.html#mdmpG11) and [ports](https://www.manageengine.com/mobile-device-management/faq.html#gen1) are allowlisted.

*For MDM Cloud*

- Ensure the managed device can access [https://mdm.manageengine.com](https://mdm.manageengine.com).

Following are the steps to check the connectivity between the FCM server and the mobile devices:

1. Open the dialer on the device
2. Dial *#*#426#*#*
3. Google Play Services app with the information about the connectivity with the FCM server will be shown as displayed in the below screenshot.

   ![Google Play Services screen showing FCM server connectivity status on an Android device](https://cdn.manageengine.com/mobile-device-management/images/gcm_connectivity.jpg)

4. Click **Connect** if the device is in the disconnected state.
5. Once connected, perform any task from the MDM server to check if it is executed instantly.

### Device-based issues

Some Android device manufacturers have a power-saving mode, which prevents the activities of the apps. The ManageEngine MDM Self Service app (previously ManageEngine MDM app) must be allowlisted to ensure the power-saving mode doesn't affect background activities including remote command execution.

- If you're managing **Huawei** devices, enlist MDM under **Protected Apps**, located in **Settings -> Battery Manager**.
- If you're managing **Sony** devices, enlist MDM under **Stamina Mode** or **Ultra Stamina Mode**, located in **Settings -> Power Management**.
- This can also occur if background processes are restricted. Users can be prevented from limiting background processes using restrictions as shown here: **Restrictions -> Miscellaneous** and restrict **Background process limit**.
- For **Android 7.0** and above devices, if the **Work Profile is turned off**, the server cannot contact the device. To enable Work Profile on the device, **Settings -> Accounts -> Work Profile Settings** and turn it ON.