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Knowledge Base

'Device registration check failed' error is displayed in Workspace ONE UEM Console when initiating a remote session on enrolled devices (75059)

Last Updated: 10/12/2020Categories: TroubleshootingTotal Views: 19448Language:
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Symptoms

When Workspace ONE Assist is provisioned on SaaS environments, existing devices may fail to register with the Workspace ONE Assist server. The Workspace ONE Console will display the following error message when the failure occurs: Device registration check failed.
For Android and macOS devices, the Workspace ONE Console will display the following error message when the failure occurs: Device registration check failed. For Windows 10 and Windows Mobile devices, the Workspace ONE Console will not display the Remote Management button when registration fails.
Note: New enrollments are not affected by this issue.

Resolution

To ensure that existing devices are successfully registered, re-push Hub settings to enrolled devices after Workspace ONE Assist is provisioned on the environment. ​The settings will be pushed to devices when they are saved in the Workspace ONE Console. The location of the settings for each platform can be found below:

Android: Groups & Settings > All Settings > Devices & Users > Android > Intelligent Hub Settings

iOS: Groups & Settings > All Settings > Devices & Users > Apple > Apple iOS > Intelligent Hub Settings

macOS: Groups & Settings > All Settings > Devices & Users > Apple > Apple macOS > Intelligent Hub Settings

Windows CE & Mobile: Groups & Settings > All Settings > Devices & Users > Windows > Windows Rugged > Agent Settings

Windows 10: Groups & Settings > All Settings > Devices & Users > Windows Desktop > Intelligent Hub Settings

On Devices that failed to register prior to re-pushing the settings from the Workspace ONE Console, initiate the registration process again using one the following methods:

Start the Remote Management session: When the session fails with the Device registration check failed error, select Register Device at the bottom-left of the window. Starting the session will prompt the device to try to register again using Workspace ONE Assist. Once the device checks in, try starting a new remote management session.

Uninstall, then re-install Assist Agent: Make sure that Workspace ONE Assist client is uninstalled before re-installing Workspace ONE Assist again.
Note: This step applies to all platforms except iOS.

Detectable by VMware SkylineTM

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End Of General Availability of the Free vSphere Hypervisor (ESXi 7.x and 8.x) (2107518)

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