Symantec VIP Client getting a 5007 error on Android during initialization

Products

• VIP Service

Issue/Introduction

Unable to install and register Symantec VIP Mobile Application on Android device. Getting error: "5007"

Cause

The 5007 error means the mobile device is unable to connect to our VIP Cloud services to register the credential ID on our backend.

Resolution

General Recommendations:

• Restart mobile device
• Switch the mobile device internet connection. (i.e., if on Data carrier, switch to WiFi connection. If on WiFi, then try the Data connection)
• You can also suggest they attempt to connect this first time in a completely different location such as on their home network.
• Reset the permissions for the VIP App in the Android settings
• Try turning off other apps before trying to generate/establish the VIP Credential (especially those related to security or mobile device management). The credential only needs access during initiation. After it is established, the mobile app doesn't need to maintain internet access with our cloud services and these apps can be re-enabled.
  • In this instance, it was determined that Teams would cause intermittent internet/network issue mobile device. Resolving this issue resolved the VIP registration problem.