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SEP Mobile isn't running properly

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Article ID: 186293

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Updated On:

Products

Endpoint Protection Mobile

Issue/Introduction

Device is showing it's risk status as "SEP Mobile isn't running properly. Unable to calculate risk score." and you need to know what this means.

Cause

There are two frequent causes for this risk status.
  1. The SEP Mobile app on the device is closed.
  2. SEP Mobile has been unable to check-in with the Management Console to update the risk and/or health statuses.

Resolution

In most cases, this status can be cleared by having the end-user of the device follow these steps:
  • Power on the device (if it is powered off).
  • Open the SEP Mobile app.
  • Keep the app opened for a few minutes (usually less than 5 minutes is sufficient).
To keep SEP Mobile running optimally in the background of devices enable Location permissions on iOS & iPadOS, and Device Admin and Location permissions for Android.