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Top Ten Issues and Resolutions - MobileIron

Top Ten MobileIron Support Issues and Resolutions:

Title Symptoms Resolution
Email Stops/Disappears
  • No new email
  • Email disappears from the device
  • Check the password.
  • Check the app and if needed reinstall the app.
  • Contact MobileIron admin to check for violations in the MobileIron Core Admin Portal

Provisioning Profile Expiration

  • App provisioning good for 1 year.
  • End user receives message that their profile is about to expire.
  • Contact MobileIron admin to renew the profile in the MobileIron Core Admin Portal.
Permission to register or perform task
  • Unable to register the device.
  • Unable to perform task.
  • Contact MobileIron admin to assign the user the proper role in the MobileIron Core Admin Portal.
Battery Drain
  • Phone constantly needs charging.
  • Battery dies quickly.
  • Problem started when MobileIron was installed.
  • Check device battery usage.
  • Check wireless coverage.
  • Check for multiple email profiles (native & MobileIron)
Profile contains no data
  • End user receives the message “The Profile Does Not Contain Any Data” when registering the device.
  • Confirm that the time/date is set automatically and in the correct time zone ( problem occurs if the time is not synchronized between the device and the MobileIron Core Admin Portal).
  • Contact MobileIron admin to verify NTP settings on Core and the VM Host.
Wi-Fi and VPN issues
  • Wi-Fi is not working.
  • VPN is not working.
  • Contact MobileIron admin to check the Wi-Fi/VPN configuration in the MobileIron Core Admin Portal.
“MDM Payload Does Not Match the Old Payload” received after registering an iOS device
  • MDM payload does not match the old payload.
  • Contact MobileIron admin to check if the MDM enrollment completed properly in the MobileIron Core Admin Portal.
  • If MDM enrollment needed, then MobileIron admin needs to:
    • Retire device.
    • Remove profiles from device.
    • Re-register device.
    • Make sure device continues to check in.
  • If issue persist then the device may need to be restored to factory defaults.

iOS Devices can’t check in

  • iOS devices no longer performing MDM check-ins.
  • New iOS registrations do not complete.
Contact MobileIron admin to check the following in the MobileIron Core Admin Portal:
  • Verify MDM certificate validity.
  • Verify core connectivity to Apple APNS.
  • Verify core inbound ports.
Finger print unlock not working Samsung Galaxy Devices
  • Cannot unlock phone with fingerprint.
  • Contact MobileIron admin to check the security policy in the MobileIron Core Admin Portal
Note Fingerprint authentication will only work if the security policy applied to the device has the password value set to Optional, as this permits a lower level of security
Unable to View Documents or Pictures Using Android TM AppConnect
  • Cannot view documents using Android AppConnect.
  • Cannot view pictures using Android AppConnect.
  • ThinkFree Document Viewer and File Manager AppConnect apps must be installed & up to date with the most recent version.
  • Contact MobileIron admin to update the document viewer in the MobileIron Core Admin Portal.
  • The file Type may be unsupported.

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