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Android Device Enrollment failure


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Hello,

 

I have recently installed ERA6 on Windows Server 2008 R2. I have licenses for Endpoint Antivirus for Windows and Mobile Security Business Edition. (I previously had the ERA Server 5 on a different machine and upgraded when I purchased the mobile security licenses.) This is a small domain, so all components of ERA, the SQL database, the MDM, etc. are on the same machine. I am running into several odd issues, and here's one specific to device enrollment.

 

I've followed the directions in the ERA manual to add devices using the IMEI and then create a device enrollment task. When I look at the details for the enrollment task, it tells me that it completed successfully. However, on the devices, after entering the server and port, I encounter the following error:

 

Device not authorized

Your device cannot connect to ESET Remote Administrator because it was not authorized by your administrator.

Device ID: 99000xxxxxxxxxx

 

post-6889-0-98924100-1427593729_thumb.png

 

The device ID is the IMEI I entered, except that the last digit has been truncated. The devices I'm testing are Sprint Samsung Galaxy S5 phones and Tab3 tablets.

 

The devices are on the same LAN as the server, and I even tried turning off the server's firewall completely to make sure it wasn't a communication issue. I also re-tried with the truncated IMEI, the MAC as just the characters, the MAC in the 00:00:00..... format (the manual does not specify how to format the MAC) - regardless, I still get the same error. 

 

Any advice on what I'm doing wrong and how to fix it? Thanks in advance.

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  • ESET Staff
  • Solution

Hello dmveron,

 

Can you please retry adding these devices using the MEID number for your devices, rather than IMEI. Both numbers should be available in your device's settings, please see documentation specific to the device for instructions on exactly where to find them.

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I forgot to mention in my original post that I had already tried the decimal MEID. However, I just tried it again to see what would happen, and it worked! Thanks!

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  • ESET Staff

You're very welcome and we apologize for the confusion, our KB article and online help have already been updated to reflect the different parameter.

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So now that I've resolved my issue on the two test devices, I'm trying to enroll more. I am now running into the same error again. I have tried adding MEID, IMEI, MAC w/ colons, MAC w/o colons. The tasks all say completed successfully, but I still get the same 

 

Device not authorized

Your device cannot connect to ESET Remote Administrator because it was not authorized by your administrator.

Device ID: 99000xxxxxxxxxx

 

error message as noted in my original post.

 

Please help. This is very frustrating to follow all the directions ans still not have this not work. If there are any specific log files or other settings I should look into, please let me know.

 

Thanks.

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  • 2 months later...

My experience has been that you use the Device ID number that shows up on the "Device not authorized" error message. Entering whatever number shows up there into the MEID/IMEI/MAC field in ERA is what you need to enroll the device.

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  • 2 months later...
  • 3 weeks later...
  • 4 months later...

Android.tiff

How to authorize such device? 

 

trace.log:

2016-01-18 10:22:19 W [244]   Cannot handle request
2016-01-18 10:22:21 W [23]   Cannot handle request
2016-01-18 10:22:21 W [26]   Cannot handle request
2016-01-18 10:22:22 W [7]   Cannot handle request

BTW, the tracelog includes DB password in cleartext :(

Edited by Megachip
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