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  4. Activating devices
  5. Tips for troubleshooting device activation

Tips for troubleshooting device activation

When you troubleshoot activation of any device type, always check the following:
  • Make sure that 
    BlackBerry UEM
     supports the device type. For more information about supported device types, see the Compatibility matrix.
  • Make sure that there are licenses available for the device type the user activates and the activation type that is assigned to the user. For more information, see the Licensing content.
  • Check network connectivity on the device.
    • Verify that the mobile or 
      Wi-Fi
       network is active and has sufficient coverage.
    • If the user must manually configure a VPN or work 
      Wi-Fi
       profile to access content behind your organization's firewall, make sure that the user's profiles are configured correctly on the device.
    • If on work 
      Wi-Fi
      , make sure that the device network path is available. For more information on configuring network firewalls to work with 
      BlackBerry UEM
      , visit support.blackberry.com/community to read article 36470.
  • Make sure that the activation profile assigned to the supports the device type being activated.
  • If you have defined compliance rules for devices with a jailbroken or rooted OS, restricted OS versions, or restricted device models, verify that the device is compliant. 
  • If the device is trying to connect with 
    BlackBerry UEM
     or the 
    BlackBerry Infrastructure
     through your organization's firewall, verify that the proper firewall ports are open. For more information about required ports, see the Planning content.
  • Gather device logs:
    • For more information on retrieving 
      BlackBerry 10
       device log files, visit support.blackberry.com/community to read article 26038.
      BlackBerry 10
       device log files are encrypted. To use 
      BlackBerry 10
       device log files for troubleshooting purposes, you must have an open ticket with 
      BlackBerry Technical Support Services
      . Only support agents can decrypt the log files.
    • For more information on retrieving 
      iOS
       device log files, visit support.blackberry.com/community to read article 36986.
    • For more information on retrieving 
      Android
       device log files, visit support.blackberry.com/community to read article 32516.

KNOX Workspace
 and 
Android Enterprise
 devices 

When you troubleshoot activation of 
Samsung
 devices that use 
Samsung KNOX Workspace
, check the following:
  • Make sure the device supports 
    KNOX Workspace
    . See the information from 
    Samsung
    .
  • Make sure that the Warranty Bit has not been triggered. See the information from 
    Samsung
    . 
  • Make sure that the 
    KNOX
     container version is supported. 
    KNOX Workspace
     requires 
    KNOX
     Container 2.0 or later. For more information about supported 
    Samsung KNOX
     versions, see the list from 
    Samsung
    .
When you troubleshoot activation of 
Android Enterprise
 devices, check the following:
  • Make sure the device supports 
    Android Enterprise
    . For more information, visit https://support.google.com/work/android/answer/6174145 to read article 6174145.
  • Make sure that there is an available license and the activation type is set to 
    Work and personal - user privacy
     .
  • To use the 
    Work and personal - user privacy
     activation type, devices must be running 
    Android
     OS version 5.1 or later. 
  • Make sure that the user account in 
    BlackBerry UEM
     has the same email address as the one in the 
    Google
     domain. If the email addresses do not match, the device will show the following error: Unable to activate device - Unsupported activation type. Look for the following in the core log file: 
    • ERROR AfW: Could not find user in Google domain. Aborting user creation and activation.
    • ERROR job marked for quarantine due to: Unable to activate device - Unsupported activation type