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Error: "An error occurred. Please try again later." when installing Endpoint Protection Mobile

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Article ID: 175306

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Updated On:

Products

Endpoint Protection Mobile

Issue/Introduction

Can not install Symantec Endpoint Protection Mobile (SEP Mobile)

I get an error that says "An error occurred. Please try again later." each time I try to enroll a device in SEP Mobile

"An error occurred. Please try again later."

Environment

SEP Mobile with Web Security Service (WSS) integration

Cause

The user account used while installing SEP Mobile is not getting authenticated through WSS which blocks the installation

Resolution

To test if the user can get authenticated through WSS:

  1. Sign into the SEP Mobile portal.
  2. Click the "Settings" tab
  3. In the menu on the left under "Integrations" select "Security Gateway"
  4. Click the "Validate the integration..." button
  5. Input the email address of the user that the install is failing on
  6. Click "Test"
  7. If you see a message that says "User email address was not found in the Symantec Web Security Service Active Directory" then this user will not be able to enroll devices until this is fixed.
     

If the user does not authenticate, do the following:

  1. Verify that your WSS integration is configured properly by following the integration guide found on the SEP Mobile Security Gateway page (Settings > Security Gateway)
  2. Make sure user is in the Active Directory (AD) used for WSS, if it is not add the user to your AD.
  3. Make sure that your AuthConnector is deployed properly by following Deploy the AuthConnector document, if it is not fix this issue
  4. If the previous three things look good contact the WSS Sales Engineer and make sure that you have the WSS Mobile Security license, get the license if you do not have it

Once you can authenticate the user with WSS on SEP Mobile, try enrolling the device again.

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