Duplicate devices for the same user in Endpoint Protection Mobile

Products

• Endpoint Protection Mobile

Issue/Introduction

In the Symantec Endpoint Protection Mobile (SEP Mobile) portal a user has two of the same devices listed and you would like to merge them.

Cause

This behavior manifests for customers allowing enrollment into SEP Mobile through both the public application store and to be pushed through Mobile Device Manager (MDM).

Resolution

Merge the duplicate devices by doing the following steps:

1. Login into your SEP Mobile portal
2. Go to Users & Devices from the menu bar at the top of the page.
3. Click Users
4. Select the user that has the duplicate device
5. Click on the gear icon in the far right panel.
6. Select Merge Devices from the menu that drops down.
   

To prevent Duplicate Devices

1. Navigate to Settings>Integrations>"Your MDM Solution" (example: AirWatch, MobileIron Cloud, etc.)
2. Under "Installing SEP Mobile Directly from the Public Stores" switch "Device Enrollment" from "Allow" to "Don't Allow"