Troubleshooting iOS device enrollment

Learn how to troubleshoot common iOS device enrollment errors.

MDM profile cannot be installed because of Stolen Device Protection

When Stolen Device Protection is turned on and device enrollment is initiated from an unknown location, the device requires a security delay to download and install the MDM profile. If security delay is not initiated, the downloaded MDM profile cannot be installed on the device. This error can be solved easily, without having to turn off Stolen Device Protection.

Upon downloading and allowing the installation of the profile, the Begin Security Delay to Enroll in MDM? screen appears on the device.

Select Start Security Delay on the Begin Security Delay to Enroll in MDM? screen.
Result: Security delay is initiated and lasts for one hour.
When you try to download and allow the installation of the profile again while the security delay is in progress, the Security Delay in Progress screen appears. Upon selecting Done on this screen, a Safari could not install a profile due to an unknown error. message is displayed. Select OK to ignore the message.
When the security delay ends, follow the steps in Enrollment instructions for iOS device users to complete enrollment.

Important: After the security delay ends, you have one hour to finalize the device enrollment. After one hour elapses, a new security delay is required and these steps need to be repeated.

Results: Enrollment proceeds successfully.

MDM profile is ignored

On occasion, the downloaded MDM profile can appear as Ignored on the Install Profile screen. In this case, the profile can be installed successfully, but the device cannot be managed through LogMeIn Resolve MDM. To resolve this issue, the profile must be removed and enrollment steps must be repeated.

Do one of the following:
- If you have not yet installed the profile, select Remove Downloaded Profile on the Install Profile screen.
- If you have already installed the profile, navigate to Settings > General > VPN & Device Management, select Remove Management, then confirm the removal by selecting Remove Management again.
Tip: We advise that you close all browser tabs and restart the device.
Follow the instructions in Enrollment instructions for iOS device users to retry enrollment.

Results: Enrollment proceeds successfully.