Symptoms
Devices enrollment fails or will not enroll successfully into the Workspace ONE UEM Console. You might observe these errors:
A time out error is received: "Page not loading. Go back to the previous page or refresh the page to try again."The enrollment process cycles through a continuous loop without completion.
Resolution
To resolve this issue, follow these troubleshooting steps:
Check the Enrollment Restrictions in the Workspace ONE UEM Console. Ensure that certain device types are correctly blocked from enrollment.
Refer to Error: "Your account is not allowed to enroll. Please contact your system administrator" during Workspace ONE enrollment for additional details on enrollment restrictions.
If the issue affects a certain Organization Group, attempt enrollment in other OGs. Try to determine if the issue is isolated or global. For more information, see Organization Groups.Attempt to reproduce the issue with different user types (Basic and Directory users). The authentication flows are different for these user types, so this can help isolate the issue.
Refer to Basic vs. Directory Services Enrollment for details on these separate user and enrollment types.
Attempt to enroll different device types (iOS, Android, etc) that are supported in your environment. Again, this can help isolate where the issue lies.Determine if the issue only affects certain networks. Attempt to enroll in 3G and various WiFi networks.Check that the Device Service Server clock is set accurately. This can affect SSL connections if it is more than a few minutes off the device time (after factoring in time zone differences).Check Device Service Server utilization by right-clicking on the taskbar and opening Task Manager. Ensure that the processes and CPU utilization are functioning as expected.
Note: Ensure that CPU utilization is less than 75-80% usage as this could cause slowness in enrollment/command processing, which eventually may result in time-outs during the enrollment process. If need be, add additional processing power for this server for smooth seamless processing.
If this issue persists, reach out to Workspace ONE Support by filing a ticket or starting a Chat in the My Workspace ONE portal.
Related Information
For information on the iOS screen timeout restriction for Content, see Screen Timeout Restriction for Workspace ONE Content (iOS Only).For more content on resolving Workspace ONE enrollment issues, see Troubleshooting Common Workspace ONE device enrollment issues.
