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Error "The device belongs to another user, and only that user can log in to the App Center on this device."

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Article ID: 164040

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Updated On:

Products

Mobility Application Management Mobility Device Management Mobility Suite

Issue/Introduction

Attempt to enroll into Mobility Suite with a device that is either New or has been previously Deprovisioned.

Searching the database for device name, serial number or IMEI returns no results.

 

"The device belongs to another user, and only that user can log in to the App Center on this device."

Environment

  • Symantec Mobility Suite 5.5.1
  • iOS 10.1.1

Resolution

Disable  "Limit Ad Tracking" 

On your iOS device, navigate to the following location: Settings > General > Privacy > Advertising > Limit Ad Tracking

Due to the nature of enrollment on iOS, the Advertising ID is often required in the creation of a Mobility Manager ID.  When 'Limit Ad Tracking" is enabled on the iOS device, the Work Hub does not have enough information to identify the device.  For this reason, the "Limit Ad Tracking" must be momentarily disabled during enrollment.  

*This feature may be re-enabled again after enrollment is complete.