What if a device has been stuck for days?
- A Mac: check that it is on and connected. Ask the employee to restart it: the Turn off MDM command waits until the Mac connects by itself. If it still does not move, contact Primo support.
- An iPhone or iPad: it cannot receive anything from Primo while it sits on another certificate. Only the employee can move it: see the next question.
What if an iPhone or iPad is unreachable?
That is expected: a device on another certificate receives no MDM command, Turn off MDM included. The employee has to act on the device:- Manual enrollment: they remove the MDM profile in Settings > General > VPN & Device Management, then install the new one.
- Zero-touch deployment: the device has to be erased. See the iPhone or iPad tab in Move devices to the kept certificate.
What if a device has no APNs topic?
The device is on no certificate: it is not enrolled in MDM, or it was unenrolled. It is not part of the migration, and the migration agent ignores it. If it should be managed, enroll it: it enrolls on the installed certificate.What if Slack is not offered for the notifications?
The agent only offers Slack if your company has a Slack connection. See Slack. Otherwise, choose email.What if the agent does not turn off MDM?
The agent cannot turn off MDM yet: the tool is not available. Contact support@getprimo.com with the serial numbers of the devices to turn off.Contact
Contact support@getprimo.com with:- the serial number, type, and enrollment method of each blocked device
- its APNs topic and the installed certificate topic
- what was done on it, and when