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9.5 Phone Number empty

After upgrade on our on prem version 9.0.6 to 9.5.2 the phone number in the device properties (Show device screen) is empty. We're using Andorid and IOS devices.
Anybody with the same problem here?

Best regards

Alex

Edit: picture

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0 Jasmin over 5 years ago

Hi Alexander Busch

Could you please confirm that the clients on the mobile devices are on the latest version or on the older version?

If they are on the older version, please let us know the version number.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 Alexander Busch over 5 years ago in reply to Jasmin

Hi Jasmin,

thanks for your fast answer. Yes we're using the latest version of the client on the mobile devices. But it's still 9.0.2.5 on IOS.
Maybe because I'm non English native there was a little misunderstanding. Let me precise a little bit the problem.

The value of Reported phonenumber is correct. The display of the number in the screnshot above is empty. It's the field under user and Email address.

Best regards

Alex

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0 Jasmin over 5 years ago in reply to Alexander Busch

Hi Alexander Busch

Would you please suggest whether you are getting the same issue on the devices which you are enrolling freshly after upgrading to 9.5.2?

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 Christoph Pelzer over 5 years ago in reply to Jasmin

Hi, I can confirm we have the same issue with our devices. It affects all devices, no matter if they are enrolled prior to the update or after. All devices have the latest SMC app pushed. BTW: the Device properties lists the field „ Reported phonenumber“ - this is populated correctly. Best regards Chris
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0 Alexander Busch over 5 years ago in reply to Jasmin

Sorry, don't have an empty device to test this here. Should I open a support case?

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0 Jasmin over 5 years ago in reply to Alexander Busch

Hi Alexander Busch and Christoph Pelzer

Thank you for your reply on this. I'd request you to open a support case here and PM me the case number once they are created.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 Christoph Pelzer over 5 years ago in reply to Jasmin

Jasmin said:

Hi Alexander Busch and Christoph Pelzer

Thank you for your reply on this. I'd request you to open a support case here and PM me the case number once they are created.

Done and thanks for your support!
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+2 Jasmin over 4 years ago in reply to Christoph Pelzer

Hi all,

The hotfix is now available to fix this issue. You will get this on your support cases from Specialist engineer.

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
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0 Christoph Pelzer over 4 years ago in reply to Jasmin

Hi,

I can confirm the hotfix works. Thanks to the Sophos Mobile Team for the superb communication and support :)

Chris
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0 Alexander Busch over 4 years ago in reply to Christoph Pelzer

These are great news. Unfortunately I'm waiting for the patch.
Last statement from support was on 26th Nov: "ich habe von den Kollegen aus der Entwicklung einen Hotfix erhalten und warte hier aktuell auf einen Download Link.
Sobald dieser zur Verfügung gestellt wurde schicke ich Ihnen den Link mit den weiteren Schritten zu."

Best regards

Alex

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