Device Enrollment Program: Troubleshooting Guide
Troubleshooting Guide for Device Enrollment Program
Check your Device Enrollment Program Connection
In Silverback
- Open your Silverback Management Console
- Login as an Administrator
- Navigate to Admin
- Select Device Enrollment Program
- Check the last time updated information
In Apple Business or School Manager
- Open Apple Business Manager or Apple School Manager
- Login with your Credentials
- Click on the bottom left on your account
- Select Preferences
- Navigate in the Middle Pane to MDM Servers
- Click on your Silverback Server
- Check the Last connected at information
Both information should be equal. If not you may need to update your Device Enrollment Program Token. Please refer to Configure Deployment Programs
Check your Device Synchronization
In Apple Business or School Manager
- Open Apple Business Manager or Apple School Manager
- Login with your Credentials
- Click on the bottom left on your account
- Select Preferences
- Navigate in the Middle Pane to MDM Servers
- Click on your Silverback Server
- Scroll down to the assigned Devices Overview
In Silverback
- Open your Silverback Management Console
- Login as an Administrator
- Navigate to Admin
- Select Device Enrollment Program
- Check the Account Overview
Most issues with Apple Deployment Programs VI: Manually add devices to DEP or Device Enrollment Program: Add devices via iPhone are that you missed to assign the device to your corresponding Server
Assign Devices
In Apple Business or School Manager
- Open Apple Business Manager or Apple School Manager
- Login with your Credentials
- Navigate to Devices
- Enter the Serial Number of your device
- Select your device and press Edit MDM Server
- Select Assign to the following MDM
- Select your target Silverback Server
- Press Continue and press Confirm
- Wait until the process is finished
- Click Done
- Wait a couple of minutes and recheck that the device is assigned to your Server
In Silverback
- Open your Silverback Management Console
- Login as an Administrator
- Navigate to Admin
- Select Device Enrollment Program
- Press Refresh
- Wait a couple of minutes and recheck that the device amount is increased with +1 device
Check your User Credentials
Most issues during device setup are due to wrongly used credentials
Silverback Settings
- Open your Silverback Management Console
- Login as an Administrator
- Navigate to Admin
- Select Device Enrollment Program
- Click Settings
- Check if under Settings: Active Directory Authentication is enabled or disabled
- If enabled: You need to enter Active Directory credentials on the device
- If disabled: You need to create an OTP and enter the corresponding username with OTP on the device.
- You will find the corresponding OTP information during Self Service Provisioning
Try your credentials
- Open your Browser in Incognito Mode
- In Silverback Device Enrollment Programs settings you can find your Activate Apple Location
- Copy and Paste this URL to your Browser
- You should see now a Login Message
- Try to login with your credentials
- Either Active Directory credentials
- Or Username and OTP
- When your credentials are correct, you will download a *.mobileconfig file
If your download doesn't start you are using incorrect credentials
Check Logs
Silverback is writing by default log files for the Device Enrollment Program. For further investigation it is advisable to look at the log files.
- Open your Silverback Management Console
- Login as an Administrator
- Change the Browser URL to e.g. https://silverback.imagoverum.com/admin/logs
For wrong credentials
- When you are trying the approach https://silverback.imagoverum.com/ac.../AppleActivate from browser and you are using wrong credentials, you will see the following message
- If you are trying from a device, you will see the following message(s)
For Synchronization Issues
- Navigate to Device Enrollment Program
- Check if you find any errors
- Usually, the logs should look like this:
