Sophos Central Mobile Alert: Android Enterprise connection error...

Hi Christian_ 

Are you seeing this error on a single device? Could you please share the screenshot of the error and also please check by login to https://play.google.com/work and see if you have permission to same. 

Hi Shweta,

within the alert, there is no hint what device is meant. Login to https://play.google.com/work works without errors.
I will share a screenshot on the next occurrence.

Regards,

Christian

Hi Christian_ 

The error you were receiving in the Sophos Central maybe because of central might not be able to access the Android Enterprise module. So, if you'll open the Android Enterprise through the above link will open without any issues.

We'll wait for your screenshots to check more on the issue.

Good Morning!

Last night the error occured again, here is the screenshot:

I think I triggered the error by myself by enabling the work profile on my android mobile exact at this time (I normally disable the work profile on weekend). After enabling, the Sophos Mobile Control app told me my phone is not compliant and I have to download Sophos Intercept X for Mobile (because we anforce this app to be used by Central Mobile policy). The managed play store opened the Sophos Intercept X for Mobile page. Because I allready have installed the app I could only open it, not install. After that my mobile phone was compliant...

Hi Christian_ 

This error usually occurs when under the logs we see "The admin of the enterprise has not accepted the Managed Google Play Terms of Service, the admin can visit play.google.com/work to accept them.", Could you please check under the same again and accept the terms of service if not already? If this is all set, I would suggest you open a support case(you can PM me the license details) or if you have already registered one, please PM me the case number. 

Hi Christian_ 

This error usually occurs when under the logs we see "The admin of the enterprise has not accepted the Managed Google Play Terms of Service, the admin can visit play.google.com/work to accept them.", Could you please check under the same again and accept the terms of service if not already? If this is all set, I would suggest you open a support case(you can PM me the license details) or if you have already registered one, please PM me the case number. 

Hello Shweta,

can you please tell me, where I can find the logs you mentioned?
I cannot see where to accept these Terms of Service. I am sure I already did that.

Hi Christian_ 

Please follow below steps to accept the Terms of Service:

1. Sign in to managed Google Play with your super administrator account.
2. Click on updates on the left (This will show you the permissions required page)
3. Click the link to review the full Terms of Service.
4. Check the agreement box and click Accept.

If your organization is subject to the European Union’s (EU) General Data Protection Regulation (GDPR), you should register the contact details of your data protection officer (DPO) or EU representative after accepting the Terms of Service.

It is important that the account that was actually used for the registration is really used.

Thank you Shweta - that's the page shown within step 2 (no link to review the full Terms of Service):

Translation:
New permissions required
No new permissions need to be approved.

Yes, our organization is subject to the European Union’s General Data Protection Regulation (GDPR) - In the adminsettings, I filled in the name an email address of our DPO (no phone).

What do you mean with "It is important that the account that was actually used for the registration is really used."? - I can login with the account, release apps and so on.

Hi Christian_ 

I meant that the admin account that initially carried out the Android Enterprise Setup. If you are still receiving the alert after this, I would suggest opening a support case along with the device logs. Please PM me the license details or the case number if you have already one. 

Hi Shweta,

the problem was in the main solved by the Sophos Global Escalation Support Team.
The root cause was the removal of the initial admin from Google Play. I re-added that account and now the error isn't occuring anymore.

Thank you very much for your support!

Christian

Hi Christian_ 

Glad to know that it has been resolved for you now. Feel free to reach out to us for any further concerns.