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Error: "Please make sure you are connected to the internet and try again"

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Article ID: 172937

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Updated On:

Products

Endpoint Protection Mobile

Issue/Introduction

During Symantec Endpoint Protection Mobile (SEP Mobile) installation, an error screen appears: "Please make sure you are connected to the internet and try again".

"Please make sure you are connected to the internet and try again"

Cause

The SEP Mobile application was unable to communicate with the SEP Mobile Server, during the installation phase.

This can be most likely due to AirPlane Mode being enabled on the device, or no connectivity via the currently connected network (example - the network has restrictions, which prevents SEP Mobile app from communicating with the server). 

Resolution

  • Make sure Airplane mode is not turned On
  • Change the device connection method - Mobile Data > WiFi and the opposite