Enrollment FAQs

Owned by Lisa Basel
Last updated: Oct 22, 2022 by Tshiamo Shole (Unlicensed)
4 min read

Answers to common questions and issues around enrolling devices with FocusMDM

What does enrollment mean?

Device enrollment is the method for connecting your FocusMDM workspace web dashboard with your mobile devices

How do I decide which enrollment method is best for me?

Go to our enrollment differences page here and learn more about the enrollment choices here

Why are so many permissions needed on the device?

And important step in enrollment and setting up a device is granting the requested permissions on the device to enable FocusMDM to manage the device.

Suggestion: The number of permissions quite intimidating so read the Privacy Policy which explains how the information is used.

How do I know if device is successfully enrolled?

The device will show on the Device List in the Dashboard with all services enabled

What if feature not available on Android Go?

The overlay feature also called "display over other apps" is often not available on Android Go devices.

What do I do if the FocusMDM App crashes?

Suggestion: This is a serious issue and the Dimagi team can track what happened if you share with them what step you were performing just before the crash and what time your crash happened

Error: Failed to Connecting to the Server

Suggestion: type in the workspace ID all in lower case and check that its the correct ID and there is no space at the end of the name

Issue: Device has never synced

The device is enrolled with FocusMDM, however it has never synced, therefore device data is missing in the Dashboard.

Suggestion:  Make sure that device has internet connection, is turned on and all permissions are granted. If the issue persists, you can contact our support team.

DO Enrollment Questions

Error: Device not linked to organization. Contact your admin for more info

This error is serious and the DO enrolled device information is not synced with the server. The device will not show in the Dashboard.

Suggestion: This could be due to the AFW and/or Google Service Account not working as expected. Contact the Dimagi tech team

Can't set up device checksum error

If the QR code is not correct, when doing an enroll, this error will be seen.

Suggestion: Use the DPC identifier for DO enrollment

Xiaomi Devices dont support QR Code enrollment

Some Xiaomi devices tested dont work with the 10 taps on the first screen after factory reset

Suggestion: Use DPC identifier for DO enrollment

The mobile device does not have a camera or the camera is not working

Without a camera, the QR Code cannot be used. Use the DPC identifier to enroll instead.

Suggestion: Use DPC identifier for DO enrollment

No QR code scanner for DO enrollment

There is a known issue on Android where the QR code scanner application doesn't install properly within the 2 minute time frame. The CloudDPC on Android can fail to download the scanner. Your issue could be due to low storage preventing the application downloading. For example Android Go devices.

Suggestion: Use DPC identifier for DO enrollment

Basic Enrollment Questions

Error: Dynamic Link error

  • This error can be seen on the FocusMDM mobile app when clicking a SMS/Email for basic enrollment. 

  • The reason it appears is the user has ALREADY installed the App from the Play Store

  • NOTE: This is a bug in versions lower than 1.7.47

Suggestions:

  1. Try to manually enter the workspace ID. Follow the steps for a manual enroll here

  2. Or - uninstall the FocusMDM Android App from the device and then click the SMS/Email link again and it should work this time.

  3. Or contact support for assistance

Whitelisting IMEI to validate enrollment

The device running Android version 10 and upwards will not validate device as Whitelisted

Even though the IMEI is listed in the Whitelist, because Android will not share the IMEI number with a partially managed device (i.e. Basic enrollment), it cannot be validated

Suggestion: Enroll the Android device with DO enrollment



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