This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Server error 500 when trying to create fully managed device

Hello,

I encounter the error Server Error 500 when trying to create a fully managed device on Android. This only occurs on phones that have had security software on them previously. The process works fine on new devices and I have completed it successfully a number of times.

I have removed the security software from the devices that use to have it, which cause a factory reset. I then scan the QR code I have created on the Sophos Central console and progress up until I have to sign in with a self service account. After inputting the username and password, the error occurs. Any ideas for a fix?

This thread was automatically locked due to age.

Parents

0 Shweta over 3 years ago

Hi Eliot Smythe

Could you please help us with the error screenshot? Also, what is the Android OS version you are seeing this issue?

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel
0 Eliot Smythe over 3 years ago in reply to Shweta

Hi Shweta,

I am not sure how to upload a screenshot as the phone has to factory reset after each failed attempt. I also cannot access the phones memory when plugged into a laptop as it does not allow connection.

The error goes like this:

Auto-Enrollment in progress

This device was pre-configured by your organization. It's now enrolling with your organization's Sophos Mobile server.

Server error 500. Please contact your administrator.

That is everything on the page. I am the administrator.
Cancel
Vote Up 0 Vote Down

Cancel
0 Shweta over 3 years ago in reply to Eliot Smythe

H Eliot Smythe

Could you please confirm if you are seeing this on Samsung Devices? Please confirm the Android OS version? How are you enrolling these devices: Add a wizard or email deployment link?

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel
0 Eliot Smythe over 3 years ago in reply to Shweta

Yes I am seeing this on the Samsung device.

It is the latest version of android.

I am enrolling them through the self service portal. The error is occurring after inputting my username and password. I have completed this process successfully on multiple other devices, with the only difference being that the other devices didn't have previous security software on them.
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 Eliot Smythe over 3 years ago in reply to Shweta

Yes I am seeing this on the Samsung device.

It is the latest version of android.

I am enrolling them through the self service portal. The error is occurring after inputting my username and password. I have completed this process successfully on multiple other devices, with the only difference being that the other devices didn't have previous security software on them.
Cancel
Vote Up 0 Vote Down

Cancel

Children

No Data