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February 6, 2014

'Unable To Upgrade Account' or "That depends on your definition of 'Unregistered', Senator."

I've had some issues lately with Samsung Galaxy devices not playing nice with my MobileIron system.  When trying to setup the email account, the devices throw up a "Unable to upgrade account" error.  This started a few weeks ago and affected both new or existing Samsung Galaxy devices (S4, Note, Tab, etc.)

After spending time with support from Samsung & MobileIron, it turns out there's a setting inside MobileIron that blocks unregistered devices (devices without MobileIron) from setting up an email account - 'Auto Block Unregistered (unlinked) Devices:'

By turning this setting ON, MobileIron was actually blocking the Samsung devices from connecting for their email account because they were not yet 'linked' to an account.  It was being 'too' secure.

So, if you see "Unable to upgrade account" on your Samsung Galaxy device (possibly other Android device models), and you use MobileIron, you should check the 'Auto block unregistered (unlinked) devices' setting is OFF under the VSP : Sentry : Preferences.

6 comments:

  1. KaBoomJuly 22, 2014 at 3:12 PM

    I am still getting the unable to upgrade error after changing the option in this post on Mobileiron.

    Does it take some time for it to kick in?

    Thanks.
    Kash

    ReplyDelete
    Replies
    1. Brandon PaulkJanuary 24, 2015 at 1:11 PM

      It can take up to 5 minutes in my experience for the VSP & Sentry to link up.

      However, I have also noticed you can receive this error if the user has an orphaned Activesync connection that is set to "Block". Check your Activesync connections in the Admin Console (VSP - Devices & Users - ActiveSync Associations)and see if the user in question has one set to "Block". If so, simply "Remove" it and have the user try again.

      Delete
  2. otr214424August 13, 2014 at 1:02 AM

    This comment has been removed by a blog administrator.

    ReplyDelete
  3. wahid kurniawanJune 2, 2015 at 6:27 PM

    This comment has been removed by the author.

    ReplyDelete
  4. wahid kurniawanJune 2, 2015 at 6:28 PM

    I found the same issue and still can not fix it.
    Where can I find the " 'Auto block unregistered (unlinked) devices' setting is OFF under the VSP : Sentry : Preferences"
    Thanks.

    ReplyDelete
  5. UnknownJuly 8, 2015 at 7:00 AM

    Does your device require to be unblocked or deleted from MobileIron > Users & Devices > ActiveSync Associations? That resolved it for me. Only the Android devices seem to become blocked after being retired.

    ReplyDelete