How to proceed with an unknown iOS device?

Article:TECH188453  |  Created: 2012-05-10  |  Updated: 2013-09-09  |  Article URL http://www.symantec.com/docs/TECH188453
Article Type
Technical Solution


Environment

Issue



The enrollment of the device is incomplete.
- right click tasks are not available
- not listed in the view Device by Operating System
The device only shows up in the Device Summary report…

The MDM profile or even the whole device needs to be enrolled again. Unfortunately that is not an available task in the console for this kind of device.


Environment



SMM  7.1 SP1
iOS  4 or 5


Solution



Use all information available in the Device Summary report to contact the device\user.
If the device name gives now useful information about the device owner, the IP address of the device will do. Use the IP to contact the device\user.

There are two options then:
1. The user can delete and install the agent again.
2. The user can try if the issue could be fixed by re-enrolling the MDM profile.
    To do so just execute this URL form the iOS device:
   
HTTP://<SMM-Server-Name>/MobileEnrollment/mobileconfig.aspx




Article URL http://www.symantec.com/docs/TECH188453


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