Error re-deploying Sophos Control

Hi ANT1,

with the deletion from the GUI a device is also immediately deleted from the database.

Maybe you can check the server.log and serach for an error like this: device unauthorized, found other device with the same IMEI="12345678901234", "Id:12, CustomerId:3, Name:Example_Device_Name, Os:Android 4.4.2, Managed:false, Compliant:false"

There you could get a hint what device / device name causes the issue and check if this device is still visible in the GUI.

If there is no such device in the GUI, I suggest you raise a support ticket with our support and provide all SMC logfiles and perhaps a backup of your SMC database. This way, we could check your database and provide you with the steps to successfully delete the device.

Best regards

Stefan

This worked for us following contact with Sophos:

Issue

I try to register a new Android device using the Sophos Mobile Control Self Service Portal (SSP). After installing and configuring the Sophos Mobile Control client, the following error is shown in the SSP:

"Device configuration failed. A device with this serial number already exists."

First seen in Sophos Mobile Control

Operating systems Android

Cause

There already exists another device with the same IMEI number which is used by the server for the unique identification of devices.

What To Do

To successfully register the device, you have two possibilities:

1. Check if the same device exists in your list of devices shown in the SSP and perform a "Reconfiguration" task for that device.
2. Check if the device exists and delete the already existing device. Afterwards, perform the registration process on the current device again.

In order to identify the already existing device as a Sophos Mobile Control administrator follow the description below.

1. If you have configured Sophos Mobile Control to send error emails, you should have received an email from the SMC server with a message similar to this: device unauthorized, found other device with the same IMEI="321123456654789", "Id:123, CustomerId:3, Name:ANDROID_Device, Os:Android 4.4.2, Managed:false, Compliant:false"
   If you haven't configured alarm emails, check the server.log of the SMC server located in%MDM_HOME%\jboss\server\mdm\logon the Windows Operating System where SMC is installed. Within this log, the message above can be found.
   Make a note of the IMEI and / or the name of the device shown in the message
2. Now you have identified the existing device, log in to Sophos Mobile Control web console as an administrator.
3. Go to the "Devices" view
4. In the header, click on the "Filter inactive" button to search for a device
5. Within the "Name" and / or the "IMEI" field enter the information you made a note of. Once entered, click "Filter".
6. The configured filter is applied and the view should only display the device with the specified name / IMEI.
7. Delete the device

After the deletion of the device the registration process will run through successfully.

Hi,

we have also put that procedure into a knowledgebase article and published it.
It can be found here.

Best regards

Stefan