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Cannot enroll Apple device

Created: 06 Oct 2013 | 2 comments
louiesulit326's picture

Hi everyone,

As an option, I am turning to our community experts on our encountered issue. We are currently implementing Mobile Device Management on a client and we have configured all the necessary ports, certificates and settings (Symantec Support already checked). Unfortunately, whenever we enroll a device, once the payload certificate has been accepted, it just loads and nothing happens.

I have opened two support cases which relate to this and I already closed the first one (due to reaching a dead end on the troubleshooting).

The error displayed on SMP is that MMS cannot communicate with APNS via 2195 and 2196 but when we telnet APNS on MMS via those ports, it goes through. We already allowed the whole IP range to be able to test this but we still encountered the same issue.

Anyone already encountered this issue?

Appreciate your help in any way. Thank you and regards.

Operating Systems:

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HighTower's picture

My platform shows that it cannot talk to the APNS server intermittently but it never really affects the app.

What version of iOS are you trying to enroll?  If it's iOS7 then look at the sticky thread in this forum for information on what you have to do.  There's a hotfix and an updated in-house application to compile.  Unfortunately Symantec/Apple have still not published the updated app in the public Apple App Store.

adam_burner's picture

If it is iOS7, there is now a compatible agent available in the Apple store.  The iPhone Configuration Utility (IPCU) may yield some more actionable information (logs).  IPCU may be downloaded from:

Adam Burner 
Senior Technical Support Engineer
Mobility and Workforce Applications
Symantec Corporation