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"Failed to unenroll the device. Cannot communicate with Sophos Mobile Control server"

Peter Wright

A number of the handsets on my SMC are unable to connect to the server when trying to sync.
If I try to unenroll a device i get "Failed to unenroll the device. Cannot communicate with Sophos Mobile Control server"

However about half of the devices can sync and communicate fine. 
All are on the same mobile network with data enabled, also tried on the internal wifi, still no joy. 

Any ideas much appreciated.



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  • 0

    Hi Peter/Richard

    Please help me with the following:

    1. What is OS on the affected devices?

    2. Are these devices still present in Sophos Mobile Console?

    3. What is the status of the device on the console?

    4. Can you browse the internet/SSP Portal on these devices?

    5. Are these devices covered with the license in terms of the license is not exceeded?

    6. Were the devices have been issued with Sophos Mobile in the same time range and there wasn't a Server Change meanwhile?

    The device which cannot connect to the SMC Server cannot get unenrolled for the same reason. 

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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  • 0

    Hi Peter/Richard

    Please help me with the following:

    1. What is OS on the affected devices?

    2. Are these devices still present in Sophos Mobile Console?

    3. What is the status of the device on the console?

    4. Can you browse the internet/SSP Portal on these devices?

    5. Are these devices covered with the license in terms of the license is not exceeded?

    6. Were the devices have been issued with Sophos Mobile in the same time range and there wasn't a Server Change meanwhile?

    The device which cannot connect to the SMC Server cannot get unenrolled for the same reason. 

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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