> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getprimo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot an Apple Push certificate migration

> Unblock a device that does not move to the kept Apple Push certificate, and answer the common questions about the migration agent.

This article covers the cases where a device does not move as described in [Move devices to the kept certificate](https://docs.getprimo.com/mdm/guides/apple-push/move-devices.md).

## 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](https://docs.getprimo.com/mdm/guides/apple-push/move-devices.md#move-each-device).

## 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](https://docs.getprimo.com/mdm/guides/apple-push/migration-agent.md) 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](https://docs.getprimo.com/tickets/slack.md). 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](mailto:support@getprimo.com) with the serial numbers of the devices to turn off.

## Contact

Contact [support@getprimo.com](mailto: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

## Related articles

* [Move devices to the kept Apple Push certificate](https://docs.getprimo.com/mdm/guides/apple-push/move-devices.md)
* [Apple Push Migration Agent](https://docs.getprimo.com/mdm/guides/apple-push/migration-agent.md)
* [Resolve enrollment issues](https://docs.getprimo.com/mdm/guides/resolve-enrollment-issues.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.