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Push apps to managed device

i have some apps configured in my console, i have 1 device setup

i try and install an app, but fails

2019-11-12 09:38:01,586 ERROR [com.sophos.mobilecontrol.server.worker.objectprocessor.AppInstallObjectProcessor] (EJB default - 2) cancel install app transition because Device [deviceId=10004, deviceGroupId=2, customerId=1, name=I******n, email=i*******@************u, osId=13, userId=2, lastSeenDate=2019-11-12 09:37:18.673,lastAppSyncDate=2019-11-12 09:37:18.673,deviceOwner=corporate, modelName=Oppo AX5s, managedState=managed, managementType=AFW_DEVICE_OWNED, compliant=true, easState=ALLOWED_BY_COMPLIANCE, nacState=ALLOWED_BY_COMPLIANCE, containerState=ALLOWED_BY_COMPLIANCE, complianceViolationSeverity=COMPLIANT, Base [tan=27, updateDate=2019-11-12 09:37:18.703, insertDate=2019-08-22 08:24:55.607, updatedby=s****m, insertedby=S****n]] is Android for Work-enrolled but AfW user id is unknown

any help greatly appreciated

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0 Yashraj S over 4 years ago

Hi ISD Technical Team

Can you please confirm if you are using SMC on Central, SMCaaS or Sophos Mobile On-premise? If you are using Sophos Mobile On-premise, please specify which version you are running. Which device are you facing this issue with? Can you please provide more details like the version of Android running on your smartphone?

Thanks,

Yashraj Singha
Manager | Global Community Support
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0 ISD Technical Team over 4 years ago in reply to Yashraj S

Sophos MObile on prem

Build version	9.0.2 (rev 16500)
Host name	SMC
Process maximum memory	2048 MB
Operating system	Windows Server 2016
OS architecture	amd64
OS patch level	10.0
Java vendor	Oracle Corporation
Java version	10.0.2-adoptopenjdk

Phone

Model	Oppo AX5s
Operating system	Android 8.1.0

0 Yashraj S over 4 years ago in reply to ISD Technical Team

Hi ISD Technical Team

Thank you for providing the details. I would request you to open up a support case as this requires an in-depth investigation. Please visit the following link to open a support case: https://secure2.sophos.com/en-us/support/open-a-support-case.aspx. Once done, please message me the case number so that I can follow up on it.

Thanks,

Yashraj Singha
Manager | Global Community Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 ISD Technical Team over 4 years ago in reply to Yashraj S

support call raised

9426467
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0 ISD Technical Team over 4 years ago in reply to Yashraj S

support call raised

9426467
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