Netcentric MoDM FAQ and Common Error Messages - Wiki - MobiDM

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Netcentric MoDM 5 Android specific questions • What are the possible ways to start the enrollment process on an Android device? There are 3 different ways, enrollment by sms, enrollment by email or manual enrollment by browsing to the login URL (http://modm.t-systems.com/start). In the last case the user credentials have to be entered manually. • What does the “MobiDMseed.xml” do? The “MobiDMseed.xml” contains the server address and username to get access to Netcentric MoDM. The MobiDM client will automatically use the server address and username. • Why does the MobiDMseed.xml start downloading automatically? This is done to make sure the seed.xml is available on the device before the MobiDM client is started. The seed.xml is downloaded automatically 3 seconds after the user logs in on the browser or when the user clicks on “Step 1. Download configuration” in the displayed browser window. • Do I need a Market account? Yes, Android requires you to use a Market account before you can download apps such as the necessary MobiDM and Afaria apps. If you do not have one yet a popup will appear once you try to download the MobiDM app requesting you to enter or create an account. • What happens if a user declines the MobiDM or Afaria client access to the device? If the device enrollment isn’t executed in a proper way, the device can not be managed by Netcentric MoDM. Therefore the user must accept the “Allow access from the MobiDM client” and also for the Afaria client. T-Systems International GmbH Feb 17, 2012 Page 10 of 13
Netcentric MoDM • When the MobiDM client is opened it does not show the server address or username, how is this possible? If the server address and username are blank the MobiDMseed.xml is either not on the device or it was not correctly picked up by the MobiDM client. This can happen when the user starts the download of the client very fast so it skips the Seed download. Forcing a stop of the MobiDM client in “Manage Apps” on your device and starting it again will fix this issue. • I get the following error on my device: A network error has occurred. Retry or cancel and return to the previous screen. What should I do? Whenever the device is linked to the Android market sometimes a connection error is shown, this is caused by the Market itself and is unfortunately unavoidable. Restarting the current installation solves this problem in most cases. • When I click on “Step 2. Download the MobiDM app” my device does nothing, what should I do? Sometimes when clicking the “Step2. Download the MobiDM app” in the browser nothing will happen, the browser being temporarily unresponsive probably causes this. Retrying to download the app usually solves this problem. Try to open an alternative web site and check if you have Internet connection. • Why does the Afaria client ask for my password when I have already entered it and have been successfully connected before? When connecting in the Afaria client with correct credentials filled in, sometimes the message “the client cannot be authenticated” is given and the connection halts. This is a known Afaria client issue, re-entering the password in the configuration screen and then connecting again will solve this problem. • When I try to enroll I get the following message: “Your device has been wiped”. Use the self service portal to reset your account to be able to login again. This happens when you try to enroll a device that has been remote wiped. If you see this error message please start the re-enrollment in your Self Service Portal in the following way: Changing the type of operating system (OS) to “unknown” and back to the correct OS version and start the enrollment. If this should not fix the problem please contact your administrator. T-Systems International GmbH Feb 17, 2012 Page 11 of 13
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Page 3 and 4: Netcentric MoDM Contents Editorial
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Page 13: Netcentric MoDM 6 Common Error Mess

Netcentric MoDM FAQ and Common Error Messages - Wiki - MobiDM

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