We have run into the issue multiple times where after utilizing the factory reset option and reenrolling a mobile phone, we get an “invalid profile” error on the cellphone. This is isolated to phones. We never remove the device from Xcitium, only utilize the existing factory reset function.
Is anyone else running into this issue? Support has not given us any actual solution. It usually just fixes itself after we repeatedly try for several days. It is to the point that the staff is ready to move to a different product solution.
apologies for the inconveniences caused.
I will check with the team regarding the error and get back to you. If you have any screenshots please do share with us.
We are using the portal to execute the factory reset. We don’t always get the passcodes for the devices so this was one of the significant benefits of using Xcitium to manage mobile devices.
O i see. Hopefully support can come back with a solutions. Do you factory restore them because they are remote or maybe stolen? Maybe to a test to factory restore form the device manually and remove from portal and re-add device to see that maybe helps.
With help from support, we were able to resolve this issue. This was partially an operator error on our part, so we are thankful for the assistance tech support was able to give.