Hello everyone,
the migration is running since 3 weeks and now I have 15 devices of 217 that don't work.
For some, the Control app is no longer connected. I see that ones on the old and new side. But no connections on the control app.
By iPhones no problem, Control App delete, install and new connect.
But by Android Device I can´t delete the control app. The Intercept X App is connected.
What can I do, without new install the device?
Thanks.
Hi Jan-Philipp Lechner ,
Thank you for reaching out to our Community Forum. To clarify, is this happening on all of the Android devices, or just on selected ones?
May I also know the Android version running on these affected devices? And please share a screenshot of what you see when opening the Control app.
Hi Gladys ,
it is just on selected ones. On these is Android 12 and 13.
QR-Code scan dosen´t works on both sides.
The Intercept X App is connected to the old SMC.
If you navigate to "Settings > Accounts and backup > Manage accounts", are you able to see any options to uninstall the existing management profile from the device?
You can also try unenrolling from within the CIXM application by using the following navigation.
- Open Intercept X Mobile
- Tap on "Corporate Management"
- Tap the 3 dots on the top right of the screen
- Select "Unenroll"
Let me know how this goes.
Hi Qoosh ,
I don´t find this options in the App. Maybe because the control app is the managment app?
In the old on premise, I have this options:
On the new Central, I have this options:
Unenroll Intercept X and try to add as new device?
Yes, please try to select unenroll both from the old SMC and the new SMC portal to see if the mobile device receives the commands successfully. If so, this should allow you to perform a fresh enrollment.
Unenroll from the old worked, from new not.
But by enroll it appear the same message.
Message: Failed to configure Sophos Mobile Control. Undefined communication error. Please try again later or contact your administrator.
If the device was previously enrolled in "Work Profile" management mode, you may be able to find an MDM profile present when using the following navigation.
- Settings > Accounts and backup > Manage accounts
If you're not able to locate any remnants of the previous enrollment here, opening a support case may be the next best option. I suggest using the "Send log" function to export the logs from the SMC app if you wish to proceed this route. You can find this option by tapping the 3 dots on the top right when the SMC application is opened.
If the device was previously enrolled in "Work Profile" management mode, you may be able to find an MDM profile present when using the following navigation.
- Settings > Accounts and backup > Manage accounts
If you're not able to locate any remnants of the previous enrollment here, opening a support case may be the next best option. I suggest using the "Send log" function to export the logs from the SMC app if you wish to proceed this route. You can find this option by tapping the 3 dots on the top right when the SMC application is opened.
Management mode is always "Full device".
Under - Settings > Accounts and backup > Manage accounts is only a Android for Work Profile. This is not deletable.
Now I have devices that can not connect to Sophos Central. These are still connected with both apps to the old SMC.
If you wish to un-enroll the device from the Full Device management mode, you may need to perform a factory reset on the device.
I have reached out to our team to inquire if there are any other options we can explore. I will follow up with you here with any further guidance I receive.
