MDM - Unable to Locate Android Device

MDM - Unable to Locate Android Device

Problem

You are trying to locate a managed Android device, and you get an error message "Unable to locate Android device"

Cause

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

  1. Managed device is not reachable via internet.
  2. Location Services needs to be enabled on the managed device
  3. Google Play service is not installed on the device
  4. Google Play Service is not up-to-date on the device
  5. Google Play service is disabled on the device

Resolution

Managed device is not reachable via internet

The managed mobile device should have connection to the internet. Either WiFi or cellular data shuold be enabled on the device.

Location Services needs to be enabled on the managed device

End user should be informed to enable "Location Services" on the managed mobile device. The following steps needs to be performed on the mobile device to
enable Location Services.

    1. Go to Settings and touch Location Access

      Location service 1
    2. Turn on, Access to my location

      Location Service 2
    3. Agree to the terms and conditions

      Location Service 3
    4. Ensure that you have enabled permissions for location services on GPS and WiFi

      Location Service 4

      Location services has been successfully enabled on the managed mobile device.

Google Play service is not installed on the device

Download and install the Google Play Service from this url: https://play.google.com/store/apps/details?id=com.google.android.gms. This url should be accessed from the managed mobile device. This App will not be directly exposed in the Play Store. After installing the play service, try to locate the device using Desktop Central. Refer to the screen shot mentioned below:
Google Play image

Google Play Service is not up-to-date on the device

    Ensure that Google Play service installed on the device is older than Version 3.2.25 (761454-30). Follow the steps mentioned below to upgrade Google Play service.

    1. On the managed mobile device, touch settings and choose Apps

      Google Play Servivce
    2. Select Google Play service

      Google Play
    3. If Google Play Service is in Version 3.2.25 (761454-30) or previous versions, then upgrade it
      (refer to this: Google Play service is not installed on the device).

      Google Play Service

    Now try to track the location of the device using Desktop Central.

Google Play service is disabled on the device

    Ensure that Google Play service is enabled on the managed mobile device. See the screen shot below, to enable Google Play Service.

    Google Play Service

    Now try to track the location of the device using Desktop Central.

 

Applies to: Device Location, Geo Tracking

Keywords: Google Account missing, Locate Android Device, Android Location Tracking, MDM Geo Tracking

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