Undefined communication error

Question

Hi everyone, we're using Sophos Central and we started testing Sophos Mobile. For the others it's working, but when I try to enroll it to my phone, I'm getting : Failed to configure Sophos Mobile Control. Undefined communication error. 
 What could be the problem and how can I solve this? 
 Jo

Gladys · Accepted Answer

Hi Jo, 
 Thanks for sharing more details. Are you trying to enroll it via the Self-Service Portal, via manual enrollment, or via the device wizard? On which part of the enrollment are you getting this error? If you could also share a screenshot, that would help. 
 You also mentioned that it worked with other devices, so is this issue only happening on just 1 device? This specific error message could be an indication that the device isn't communicating with the server. So, if the issue is isolated on just one device, I suggest restarting your mobile device or trying a different internet connection. 
 Let me know how it goes. 
 Thank you.

Undefined communication error

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