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The screenshots in this manual show the Japanese version of each screen.

The profile is not installed

When this problem occurs, "Uninstallation by sync is required" is displayed on the Sync Status tab of the device detail screen. This indicates that the management server has not yet been able to confirm that the profile installation has completed.

While this message is displayed in the sync status, the sync does not complete. There are several possible causes, so identify the cause from the device's access history and log contents in the following order and take action.

◆ Possible causes​

  • a. Push certificate problem If the Push certificate is "Not registered", "Expired", or "Invalid", iOS, iPadOS, macOS, and tvOS devices cannot be managed.
  • b. The device is not connected to the internet The device cannot receive commands from the server when it has no internet connection, such as when it is powered off or out of range.
  • c. The device is locked with a passcode Due to OS specifications, profiles are not installed while the device is locked with a passcode.
  • d. Incompatible profile settings Installation may fail if the OS version or management mode is not compatible with the settings.
  • e. Temporary failure inside the device A temporary malfunction inside the device that does not match any of the above.

◆ Narrowing down the cause and taking action​

1-a. Check the management status of the Push certificate​

Where to check: Admin console > Unit Detail > Apple > Apple Information

  1. Check the registration status and expiration date

    • (1) If "Expiration Date", "Serial", and "Subject" are blank
    • (2) If "Expiration Date" is earlier than the current date and time

  2. Check validity (check alarms)

    • Where to check: Admin console > Log > Alarm
    • (1) If "Apple Push certificate is invalid" has occurred
      • Status: The certificate is invalid (cause a).
      • Action: Delete the registered Push certificate and then register a new one.
      • Note: After this process, all managed devices must be re-enrolled.
    • (2) If no alarm has occurred
      • Status: The certificate is valid. Proceed to "2-b" below.

2-b. Check the internet connection status​

  1. Send the sync command
    • Admin console > Device Detail > Command > Click "Sync".
  2. Compare the times
    • (1) If "Request Device Information" > "Last Access"
      • Status: There is no response from the device, and it is not connected to the internet (cause b).
      • Action: Turn on or restart the device and check the network settings to restore the connection.
    • (2) If "Request Device Information" < "Last Access"
      • Status: The device is connected. Proceed to "3-c" below.

3-c. Determine whether the device is locked with a passcode​

  1. Compare the times
    • Compare "Last Access" with "Security Check" (updated when communication occurs at unlock).
    • (1) If "Last Access" > "Security Check"
      • Status: The device is locked with a passcode (cause c).
      • Action: Unlock the device. Installation starts automatically after unlocking. After confirming the update, run "Sync" again.
    • (2) If "Last Access" ≦ "Security Check"
      • Status: The device is unlocked. Proceed to "4-d" below.

4-d. Check the profile settings​

  1. Check the log
    • Open the "Check Log" link in Device Detail > Sync Status tab.
    • Action: If a failure reason is recorded, correct the settings based on its content. If you cannot identify the cause, proceed to the next step.

5-e. Temporary failure inside the device​

  1. Final actions
    • Action 1: Try restarting the device.
    • Action 2: If the problem is not resolved, contact the support desk with the identifier of the device.

Related keywords:
Sync in progress, SyncRequired, sync does not complete

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Last updated: January 23, 2025