Troubleshooting
Solutions to common issues with Et'al MDM.
Having trouble with Et'al MDM? This guide covers common issues and their solutions.
Device Not Enrolling
If a device won't complete the enrollment process:
Check the QR code or enrollment link — QR codes and enrollment links expire after the duration set in the enrollment profile. Generate a new one if it has expired.
Verify Wi-Fi connectivity — The device must be connected to the internet to download the management profile and complete enrollment.
Check the enrollment profile status — Make sure the enrollment profile is active and hasn't been disabled or archived in the dashboard.
iOS: Accept the MDM profile — After scanning the QR code, iOS requires the user to go to Settings > General > VPN & Device Management and tap to install the profile.
Android: Allow unknown sources — Some Android devices require enabling "Install unknown apps" for the MDM agent to install.
Check platform compatibility — Verify the device meets the minimum OS requirements (Android 7.0+, iOS 15.0+).
Commands Not Delivering
If commands are stuck in "pending" status and never reach the device:
Check Push Notification Setup
Commands are delivered via push notifications. If push is misconfigured, commands cannot reach devices.
- Android — Verify your Firebase Cloud Messaging (FCM) server key is configured in Settings > Push Notifications
- iOS — Verify your Apple Push Notification Service (APNs) certificate is uploaded and not expired in Settings > Certificates
Check Device Online Status
- Open the device detail page and check the Last Check-In timestamp
- If the device hasn't checked in recently, it may be offline, powered off, or disconnected from the network
- Commands are queued and delivered automatically when the device reconnects
Verify Device Enrollment
- Confirm the device is in "enrolled" status, not "pending" or "unenrolled"
- A device that has been unenrolled will not receive commands
You can force a device check-in by sending a Query Device Info command. If the device responds, the push notification channel is working.
Policy Not Applying
If a policy isn't taking effect on target devices:
Confirm the policy is assigned — Check that the policy is assigned to the correct device group or individual device in the policy detail view.
Wait for the next check-in — Policies are delivered during device check-ins (default: every 15 minutes). The device may not have checked in since the policy was assigned.
Check for conflicting policies — If multiple policies apply to the same device, review them for conflicting settings. The most restrictive setting wins.
Verify platform compatibility — Some policy settings are platform-specific. Check the policy detail page for platform icons next to each setting.
Device Showing as Non-Compliant
If a device is flagged as non-compliant in the dashboard:
Identify the Violation
- Go to Devices and select the non-compliant device
- Open the Compliance tab
- Review the list of violations — each one shows which policy rule is being violated and the current device state
Common Violations and Fixes
| Violation | Cause | Fix |
|---|---|---|
| Passcode not set | Device has no screen lock | Set a PIN, pattern, or password on the device |
| Encryption disabled | Storage is not encrypted | Enable encryption in device settings (Android: Security > Encrypt phone) |
| Unapproved app installed | An app not in the allowlist is installed | Uninstall the app or add it to the approved list |
| OS version outdated | Device is running an older OS than the policy requires | Update the device operating system |
| MDM profile missing | The management profile was manually removed | Re-enroll the device |
Grace Periods (Enterprise)
If your organization uses custom compliance rules with grace periods, the device may still be within its grace window. Check the compliance timeline for the specific rule.
Dashboard Not Loading
If the Et'al MDM dashboard won't load or displays errors:
Clear browser cache — Clear your browser's cache and cookies, then reload the page.
Try a different browser — Test with Chrome, Firefox, Safari, or Edge to rule out browser-specific issues.
Check your network — Verify you can reach your Et'al MDM instance URL. If self-hosted, confirm the server is running.
Check Supabase connection — For self-hosted deployments, verify your Supabase instance is running and accessible (docker compose ps to check container status).
Review server logs — Self-hosted administrators can check Docker container logs for error details (docker compose logs web).
Login Issues
Forgot Password
- Click Forgot Password on the login page
- Enter your email address
- Check your inbox for the reset link (valid for 1 hour)
- Create a new password
Account Locked
After 5 failed login attempts, your account is temporarily locked for 15 minutes. Reset your password to unlock immediately.
SSO Not Working
- Verify SSO is configured for your organization in Et'al MDM settings
- Check that your identity provider session is active
- Try an incognito/private browser window
- Contact your organization admin to verify your SSO assignment
Push Notification Certificate Expired (iOS)
If iOS commands stop delivering:
- Go to Settings > Certificates
- Check the APNs certificate expiration date
- If expired, generate a new certificate signing request (CSR) from Et'al MDM
- Upload the CSR to the Apple Push Certificates Portal
- Download the new certificate and upload it to Et'al MDM
- All enrolled iOS devices will resume receiving commands on their next check-in
APNs certificates expire annually. Set a calendar reminder to renew 30 days before expiration to avoid service interruption.
Still Need Help?
If you couldn't find a solution:
- Contact Support — Our team is ready to help
- FAQ — Answers to common questions