Cannot register mobile devices with SEP Mobile while Web Security Service integration is active

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Trying to use the Web Security Service (WSS) and Endpoint Protection Mobile (SEP Mobile) integration, but devices fail to register within the SEP Mobile app and display an error message.

When you try to validate the integration within the SEP Mobile console, you get an error message.

Error when you try to validate the integration in the SEP Mobile console:

Error when you try to register a mobile device in the SEP Mobile app:

Environment

Web Security Service

Symantec Endpoint Protection Mobile

Cause

This is most commonly caused by one of two issues:

1. The Active Directory user object does not have the email field on the general tab filled out.
   
    
2. Auth Connector is either not installed or cannot communicate with the Active Directory domain.

Resolution

Depending on which issue is the cause in your environment, you would need to take one of the following actions:

1. Ensure that the email address that the user is registering with is entered in the email field on the general tab of the Active Directory user object.
2. Make sure that the user is added in the SEP Mobile console, unless you're using MDM enrollment or have a self-enroll domain registered.
3. Reinstall Auth Connector. Ensure that during the installation process, a domain account with a minimum of domain-read permissions is used to run the Auth Connector service.