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Managed Account

What is Managed Account?
When Managed Google Play is configured without Google Workspace, a Managed Account is added to the device. This Managed Account is required to facilitate silent app management, Play Store layout customization. This account can only be used by MDM and the user will not have the permission to remove this account or use it for provisioning any other apps installed on the device. By default, MDM tries to add the Managed Account on the device when Managed Google Play is configured, but sometimes the account addition might fail or remain in progress for a long time or may require user intervention to be completed successfully.

Admins can check the status of the Managed Account by navigating to Device Mgmt -> App Repository -> Managed Google Play->Devcies without managed account. Users can also verify whether a Managed Account is present on the device by navigating to Settings -> Accounts. If the device is provisioned as Profile Owner, the account will be added under Work.

Note: To prevent app installation issues on newly enrolled devices, ensure that the required apps are associated with the appropriate device or user group before enrollment. During enrollment, assign the device to the respective group so that the apps are installed automatically once enrollment is completed. The managed account will be added and activated on the device by Google within 3—4 minutes.

Execution Status: Initiated

Initiated Managed Account addition. Account will be added once the device comes into contact with the server.

Resolution: Command to add the Managed account is queued and will be processed when the device contacts the server.

  • Ensure the device is online and can reach the MDM server.
  • Go to Inventory → Select Device → Actions → Scan Now to refresh its status.

Execution Status: In-Progress

Adding Managed Account on device.

Resolution: The account addition command has been delivered and is in progress. Please wait a few minutes. If it remains stuck, ensure device connectivity with server.

Managed Account is being activated on the device. This might take a few minutes to activate.

Reason: Account has been added successfully to the device. It has to be validated/recognised by Playstore. Please wait for 3 to 4 mins.

Execution Status:Failed

Failed to add Managed Account on device. Enroll device as Device Owner or Profile Owner.

Resolution: Ensuredevices are compatible for adding the managed account from the managed Google Play supported list. To check the mangement type, navigate to Inventory->Devices->Select Device->Summary->Management Type

Update Play Store or Play Services app on device and try again.

Resolution: 

    1. To Update Google Play Store:
      • Open the Playstore App.
      • Tap the profile icon (top right), then go to Settings > About.
      • Tap on "Play Store version". If an update is available, it will download automatically. If not, it will display a message saying "Google Play Store is up to date."
    2. To Update Play services:
      • Open the Chrome app and search for "Google Play Services"
      • In the search results, click on the Google Play Services link to open it in the Google Play Store.
      • If an update is available, tap "Update".

    An unexpected error occurred while creating the account.

    Resolution: MDM use Android library for setting up the account on the device. An unknown error ocurred during the process. Contact support with server and agent logs.

    Device does not support Android Enterprise since the Play Store is not available.

    Resolution: Ensure the Google Play Store is present and accessible on the device. If it’s blocked, then Remove the app from block-list.

    Device does not support Android Enterprise since Play Services is not available.

    Resolution: 

    • Go to Settings > Apps > Google Play Services to check if the app is present.
    • Remove the app from block-list
    • Then, ask the user to sync the device by navigating to Open ME MDM App > Device Details > Sync Server

    Existing Managed Account on device is expired.

    Resolution: Managed Account added to the device is expired due to reasons mentioned here. Retry adding the account by navigating to managed Google Play > devices without managed account > Select Device > Retry in App repository view.

    Managed Account is not recognized by Google. Contact support with Device Logs and Bug Report.

    Resolution: 

    • The account has been successfully added to the device, but the Play Store is not recognizing it.
    • Please collect the bug report and device logs, and share them with support for further analysis.

    Unexpected error from Device Policy Controller. Restart the device, update Google Play Services to the latest version, and retry.

    Reason: A general, unidentified error occurred while creating the Managed Account on the device. This typically happens when the Google Play Services or Play Store on the device is outdated, the MDM agent is on an older build, the device temporarily lost connectivity to Google services during account provisioning, or an internal processing error occurred that does not map to a known Google error code.

    Resolution: 

    • Ensure the device has a stable network connection and can reach Google services.
    • Update Google Play Store and Google Play Services to the latest version on the device.
    • Update the ManageEngine MDM agent to the latest available version.
    • Restart the device and retry the Managed Account addition from the server.
    • If the issue still persists, contact support with server and agent logs.

    Pre-requisites not met. Please verify Device Owner/Profile Owner enrollment and ensure Google Play Store/Play services are up to date.

    Reason: The managed account could not be created because the device is not fully ready for Android for Work setup. This can happen if:

    • The device is no longer enrolled properly as Device Owner or Profile Owner.
    • Another Managed account is already added on the device/work profile.
    • Google Play Services or Play Store is disabled, outdated, or not working properly.
    • The device has not completed Google Play check-in.
    • The device was set up outside the normal MDM enrollment flow.

    Resolution: 

    • Verify the device is properly enrolled in MDM. Re-enroll if needed.
    • Remove any existing Managed accounts from the device/work profile.
    • Ensure Google Play Store and Google Play Services are enabled and updated.
    • Check that the device has stable internet access to Google services.
    • Restart the device and retry adding the managed account.
    • Update the ManageEngine MDM agent to the latest version.
    • If the issue still persists, contact support with server and agent logs.