Show TroubleshootingGravityZone policy and tasks not getting applied on iOSThis section helps troubleshoot the issue with the Bitdefender GravityZone configuration policy/profile and tasks not getting applied on iOS devices. OverviewThe issue can be noticed with managed iOS devices, immediately after installing and activating GravityZone Mobile Client or sometimes at a later time, and manifests as follows:
TroubleshootingThe issue is usually related to the Apple Push Notifications system. Whenever there's a new policy update or task to be applied to an iOS device, the GravityZone MDM system sends a push notification to the device, via the Apple Push Notifications servers, to trigger synchronization. Upon receiving the push notification, the device synchronizes with the GravityZone MDM server to receive the latest policy or task. If the push notification cannot be sent or is lost, the policy/task does not get applied. Refer to the following table for information on troubleshooting the issue.
OverviewThe issue can be noticed with managed iOS devices, immediately after installing and activating GravityZone Mobile Client or sometimes at a later time, and manifests as follows:
TroubleshootingThe issue is usually related to the Apple Push Notifications system. Whenever there's a new policy update or task to be applied to an iOS device, the GravityZone MDM system sends a push notification to the device, via the Apple Push Notifications servers, to trigger synchronization. Upon receiving the push notification, the device synchronizes with the GravityZone MDM server to receive the latest policy or task. If the push notification cannot be sent or is lost, the policy/task does not get applied. Refer to the following table for information on troubleshooting the issue.
Profile Installation Failed error when activating iOS devicesThis section helps troubleshoot the issue with the Bitdefender MDM enrollment profile failing to install on iOS devices during GravityZone Mobile Client activation. OverviewWhen activating GravityZone Mobile Client on iOS devices, you are prompted to install a Bitdefender MDM Enrollment Profile. Installation of this profile is required to allow the Bitdefender GravityZone MDM system to manage the iOS device remotely. In particular situations, the "Profile Installation Failed" error message is displayed when trying to install the profile. TroubleshootingIf the error occurs on any new iOS device that you try to activate, it indicates a problem with the Communication Server certificate or trust chain configured in Control Center (usually noticeable during initial deployment or after changing the certificate). If the error only affects a few devices, those devices probably have an MDM profile already installed or an incorrect time setting. Refer to the following table for detailed information on troubleshooting the issue.
NoteIf none of the above solutions work, try with a new Communication Server certificate. OverviewWhen activating GravityZone Mobile Client on iOS devices, you are prompted to install a Bitdefender MDM Enrollment Profile. Installation of this profile is required to allow the Bitdefender GravityZone MDM system to manage the iOS device remotely. In particular situations, the "Profile Installation Failed" error message is displayed when trying to install the profile. TroubleshootingIf the error occurs on any new iOS device that you try to activate, it indicates a problem with the Communication Server certificate or trust chain configured in Control Center (usually noticeable during initial deployment or after changing the certificate). If the error only affects a few devices, those devices probably have an MDM profile already installed or an incorrect time setting. Refer to the following table for detailed information on troubleshooting the issue.
NoteIf none of the above solutions work, try with a new Communication Server certificate. Troubleshooting certificate warnings in GravityZone Mobile Client for Android v1.3.2This section addresses certificate warnings and errors received by end users when activating or after updating to GravityZone Mobile Client v1.3.2 on Android devices. GravityZone Security for Mobile provides a unified enterprise-grade management of iPhone, iPad and Android devices connected to a corporate network by real-time scanning and enforcing organization’s security policies on any number of devices. Security for Mobile provides the services through GravityZone Mobile Client, available in the official Apple and Google app stores. OverviewStarting with version 1.3.2, GravityZone Mobile Client validates the Communication Server security certificate, warning the users whenever the server provides an invalid certificate. This validation enhances communication security and prevents man-in-the-middle attacks. The certificate is verified in the following situations:
In case the GravityZone Communication Server certificate is invalid:
A certificate may be invalidated for various reasons:
SolutionTo establish or restore communication with GravityZone:
OverviewStarting with version 1.3.2, GravityZone Mobile Client validates the Communication Server security certificate, warning the users whenever the server provides an invalid certificate. This validation enhances communication security and prevents man-in-the-middle attacks. The certificate is verified in the following situations:
In case the GravityZone Communication Server certificate is invalid:
A certificate may be invalidated for various reasons:
SolutionTo establish or restore communication with GravityZone:
Managing GravityZone certificates for mobile devices after upgrade to iOS 13This section describes what GravityZone administrators and iOS users should do to comply with the security certificate requirements from Apple. Starting with iOS 13, Apple introduced new requirements for trusted security certificates. Devices that do not meet these requirements will fail to connect to network, to access websites and run certain applications. This change likely affects most GravityZone installations configured prior to iOS 13 release, depending on how the MDM certificates were issued or configured. SymptomsAfter upgrading to iOS 13, Apple devices will stop communicating with the GravityZone Control Center if the security certificates do not meet the new Apple requirements. Right after upgrade, in the Network section of Control Center, devices will not display any particular status icon informing there would be an issue. Only after 24 hours these devices will display the status icon "Mobile, unmanaged, no issues". However, if you try to modify the policy or to run tasks from GravityZone Control Center, any of your actions will remain in pending state. Locally, the GravityZone Mobile Client will display a message informing the users that the policy is not active on their devices and a server synchronization is needed. How Android devices are affectedAfter adding new self-signed certificates in GravityZone Control Center, GravityZone Mobile Client may inform Android users about a server certificate error. To fix this issue, Android users must trust the new certificate on their devices. How do I fix profile installation failed?A connection to the server could not be established." This problem can happen if an older version of Norton Family profile is installed on your device. To fix this problem, remove and reinstall the Norton Family profile on your iOS device.
How do I fix Iphone profile installation failed?Error: Profile Installation Failed.. Open Settings on the iOS/iPadOS device > General > Device Management.. Tap the existing management profile, and tap Remove Management.. Re-enroll the device.. Why does it say Profile installation failed?The failure of profiles with certificates to install during Workspace ONE enrollment may occur for the following reasons: The devices that are being enrolled are not locked and/or offline. Previous enrollments are ahead in the queue to receive the profile and they have not yet successfully obtained it.
What does mdm payload does not match the old payload mean?The new MDM payload does not match the old payload. If you see this error, it's because the device still has an MDM profile installed on it. Complete the following steps to remove the old profile: On the iOS device, open "Settings" Tap on "General"
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