User's SEP Mobile app install appears healthy on the device but is missing from the MC

Products

• Endpoint Protection Mobile

Issue/Introduction

A user installs the SEP Mobile app and completes activation, with the app dashboard on their device reporting good health status, however neither the user or their device can be found in the Management Console (MC).  In this scenario the expectation is that the user would be joined to a specific SEP Mobile environment as a result of MDM integration.  

Environment

One method to confirm the user has installed into the free app usage environment is to inspect their VPN settings: 

Android - open Settings > Search: "VPN" and tap into this setting > confirm that no VPNs are installed by SEP Mobile

iOS -  Settings > General > VPN & Device Management > VPN > confirm that no VPNs are installed by SEP Mobile

Assuming that VPN is enabled as mandatory for the environment the users are expected to enroll into, their app reporting as healthy without either VPN profile being installed is a good indication that the user's device has enrolled into the free app usage environment instead.  

 

Cause

The user installed the SEP Mobile app from the public store (Google Play Store or Apple App Store), instead of acquiring the app via the MDM portal application on their device (e.g Intune Company Portal).  They then completed activation and registered into the backend MC intended to manage users running SEP Mobile as a free / unmanaged application. 

Since the user is now associated with that environment, subsequent re-installation attempts will fail to produce the correct results, even if the user is careful to install the app from the company MDM.  

Resolution

In this situation it is necessary for Support to remove any device records, and the user, from the unmanaged environment.  Once this is done, another re-installation attempt of SEP Mobile can be performed.  Please contact Support for assistance.