Troubleshoot Prismara Core

Cause: The device’s operating system edition or version isn’t supported, the user’s account isn’t allowed to enrol devices, the enrolment token or QR code has been regenerated, or the device has no internet connection.

Resolution:

1. Check that the device runs a supported edition and version of its operating system. Windows Home editions can’t be managed; upgrade to Windows Pro or Enterprise.
2. Check that the device can open a public website such as https://example.com, and that its date and time are set automatically.
3. Check that the user signs in with their Prismara work account, not a personal account.
4. If you used a token or QR code, check it’s the current one on the Enrol devices page. Older ones stop working when regenerated.
5. For company-owned Android devices, the QR code only works on a new or factory-reset device.
6. Administrators: check that the user is allowed to enrol devices and hasn’t reached your organisation’s device limit per user.

Cause: The device doesn’t meet one of your organisation’s requirements, such as an operating system version, disk encryption, a screen lock or active endpoint protection.

Resolution:

1. Open the Prismara Core app or notification on the device and select Details to see which requirement failed.
2. Fix the requirement, for example install pending updates, turn on disk encryption or set a screen lock.
3. Restart the device if an update asks you to.
4. Select Check compliance in the Prismara Core app, or wait for the next check.
5. If you can’t fix the requirement yourself, contact your IT team. Administrators can see which check failed under Devices in the Core console.

Cause: The device hasn’t checked in since the policy was assigned, it’s in a different device group, or another policy sets the same option differently.

Resolution:

1. Make sure the device is switched on and connected to the internet.
2. In the console, open the device and select Sync to ask it to check in now.
3. Check the device is in the device group the policy is assigned to.
4. Open the device’s Policies list. If a policy shows Conflict, find the other policy that sets the same option and remove the overlap.
5. Restart the device, then sync again.

Cause: The app isn’t assigned to the device’s group, the device doesn’t meet the app’s requirements, there’s not enough storage, or the install is still waiting to run.

Resolution:

1. In the console, open the app and check it’s assigned to the device’s group, not only to a group of users.
2. Open the device and check the app’s Install status for an error message.
3. Check the device has enough free storage and runs an operating system version the app supports.
4. Select Sync on the device, and leave it switched on and connected for a few minutes.
5. On personal Android devices, check the app is being installed in the work profile.

Cause: A lost or stolen device, or one belonging to someone who’s leaving, still holds company data.

Resolution:

1. In the console, open the device and select Actions.
2. Choose Remove company data to delete only work apps and data. Use this for personal devices.
3. Choose Wipe device to reset the device to factory settings. Use this only for company-owned devices.
4. Confirm the action. It runs the next time the device connects to the internet.
5. Check the action’s status on the device page. If the device never reconnects, also sign the user out of all sessions in Prismara Identity and reset their password.