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Device Enrollment Troubleshooting

This guide provides troubleshooting steps when device enrollment into Android Edge fails. It covers common issues such as QR code scanning errors, enrollment via the Springdel Edge Tool for Non-GMS/AOSP devices, and devices not responding after enrollment.

1. QR Code Scanning Issues

Problem: QR code scanner does not pop up during enrollment.

  1. Ensure the device is a GMS device.
  2. Verify the device is running Android 7.0 or above.

Problem: Wrong QR code being scanned.

  1. Confirm that you are scanning the Staging QR code, not the Enrollment ID.

2. Enrollment via Springdel Edge Tool for Non-GMS or AOSP Devices

Problem: Unable to install Springmatic Core Agent.

  1. Check if the device has a Google Account logged in. If so, log out and re-attempt enrollment.
  2. Log back in only after successful enrollment into Springdel.

Problem: Device not showing up in the selection list.

  1. Ensure USB Debugging is enabled on the device.
  2. Reconnect the USB cable by unplugging and plugging it back in.
  3. Use a data-capable USB cable (not charge-only).

3. Device Not Responding After Enrollment

Problem: Device does not sync or check-in after enrollment

  1. As part of Springdel Best Practices, re-enroll the device into a Staging Fleet without assigning any profiles.
  2. Then, allow the device to fully enroll and successfully check-in with the Springdel console before moving it into the production profile.

Remote Debugging

If all else fails and the issue persists, please contact your Springdel personnel. They will arrange a remote debugging session for your device.

Before the session, please prepare the following:

  1. Set up AnyDesk on the remote debugging laptop.
  2. Download Vysor on the remote debugging laptop.
  3. Connect the target device to the laptop:
    • Ensure Developer Options and USB Debugging are turned on.
    • Turn on Vysor on the laptop.
    • Prepare the ADB Package on the laptop, or ensure the Springdel Edge Tool is installed.

Best Practices & Tips

  • Staging Enrollment First: Always enroll devices into a staging fleet without profiles to confirm successful enrollment before assigning production policies.
  • Use the Correct QR Code: Ensure you are scanning the Staging QR code during initial setup, not the Enrollment ID.
  • Log Out of Google Accounts: For AOSP or Non-GMS enrollment, make sure no Google account is logged in before starting enrollment.
  • Enable USB Debugging: Verify USB Debugging is enabled on devices when using the Springdel Edge Tool.
  • Use Data-Capable Cables: Avoid charge-only USB cables; always use cables that support data transfer for reliable enrollment.
  • Confirm Device Compatibility: Double-check that the device is GMS-certified (for GMS enrollment) or properly set up for AOSP/Non-GMS workflows.
  • Re-Check After Enrollment: If a device does not sync immediately, re-enroll it into staging and confirm a successful check-in before moving it to production.