Intune freezes on iOS (iPhone 11), can't re-register device

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StefanBischof-8881 asked Jan 28, '22 StefanBischof-8881 commented Feb 7, '22

Intune freezes on iOS (iPhone 11), can't re-register device

At our vocational school teachers bring their own devices and register them with Intune using the company portal app (version 5.2112.3) to have access to school emails and other services like Teams and OneNote. My iPhone 11 (now iOS 15.3) was working fine until I thought I had lost it and our admin (not that much of an Intune expert himself) deleted the device in Endpoint Manager.

Now that I've found my iPhone I can't seem to re-register. The company portal app just hangs with a "flashing screen" and doesn't even get to the point to download the profile (which I had deleted earlier).

With the shake gesture I'm able to see the log file or send it to Microsoft - but I can't see what the problem is. Microsoft edu support tells me to contact our admin (who mostly deals with Windows devices and who hasn't had an Intune training yet - no school budget). The device does not appear in my account, all others (iPad, Windows tablet) do. My admin has temporarily granted me the role of Device Enrollment Manager, so the limit of 5 devices doesn't seem to be the problem.

I would gladly post the log file here but I don't know how.

Any input would be greatly appreciated! If this is the wrong forum, pls point me to a different one.

Thank you so much,
Stefan

mem-intune-enrollment

img-6574.png (218.3 KiB)

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JarvisSun-MSFT · Feb 07 at 07:25 AM

@StefanBischof-8881 How are things going on? We are waiting to see if the below responses helped in answering your query. If it did, please do not forget to accept the appropriate response as Answer so that others in the community facing similar issues can easily find the solution.

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StefanBischof-8881 · Feb 07 at 05:31 PM

The reset has helped to fix the problem. Thank you very much. But I think it is quite weird that you have to reset a phone and do a clean install of all apps just because the Intune app leaves some kind of data garbage in the system.

Thank you for all your input.

Best regards,
Stefan

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Answer 1 · 2022-01-28T13:35:56.107Z

TimmyAndersson answered Jan 28, '22 StefanBischof-8881 commented Feb 7, '22

The first thing I would try is to do a factory reset on the phone, I've seen some strange behavior sometimes when trying to re-enroll a phone that's been deleted from the Endpoint Manager Portal. Its most likely something local on the phone that causes it. Otherwise you would get an error message during the enrollment phase if there was something on the backend that for one reason or another couldn't enroll the device.

Hope this helps,

Thanks

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StefanBischof-8881 · Jan 28 at 01:44 PM

But that would mean reconfiguring all the apps on the phone, wouldn’t it? Quite a few hours of work. Or do you think it might work to reset, sign in with Intune and then recover from the backup?

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TimmyAndersson StefanBischof-8881 · Jan 28 at 01:49 PM

Yes that would mean reconfiguring the entire phone, perhaps one thing you can try before doing could be the following:

Remove the MDM profile (Settings -> General -> VPN & Device Management -> Management Profile -> Remove Management)
Uninstall the Intune App
Re-Install the Intune app and try the enrollment again

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StefanBischof-8881 · Jan 29 at 04:44 AM

Hello Timmy,
Thank you so much for your input.

I‘ve reset and reconfigured the device and tried again. (No restore but re-installed every single app, Intune first, of course.)

Now the app goes one step further, wants to download the profile but it doesn’t. The error message says „Could not add device, contact your admin to get help. AccountNotOnboarded.“

Signed in with my admin rights to Endpoint Manager, checked „All devices“ found my iPhone (funny enough), removed it, rebooted my device to clear the cache, waited 12 hours for our AD to sync, then tried again - same result. All other devices are listed when I look for my user name.

Do you have any ideas?

Again, thank you very much, all the best,
Stefan

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