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Troubleshooting

This guide helps you resolve common issues encountered when using Golain's Android Device Management platform.

Common Enrollment Issues​

QR Code Not Scanning​

Symptoms: Device camera cannot scan the QR code from the enrollment portal.

Solutions:

  • Ensure camera permissions are granted on your Android device
  • Check that there's adequate lighting
  • Make sure the QR code is fully visible on the screen
  • Try cleaning your device's camera lens
  • Use the "Copy Enrollment Link" option instead of QR code

Symptoms: Clicking or opening the enrollment link doesn't work or shows an error.

Solutions:

  • Verify you have an active internet connection
  • Check that the enrollment link hasn't expired (links are time-limited)
  • Try generating a new enrollment link from the portal
  • Ensure you're opening the link on an Android device
  • Clear browser cache and try again

Enrollment Process Stuck​

Symptoms: Enrollment process hangs or doesn't complete.

Solutions:

  • Ensure your device has sufficient battery (at least 20%)
  • Check your internet connection is stable
  • Restart your Android device and try again
  • Clear Google Play Services cache:
    1. Go to Settings > Apps > Google Play Services
    2. Tap Storage > Clear Cache
    3. Try enrollment again
  • Contact your IT administrator if the issue persists

Work Profile Not Appearing​

Symptoms: After enrollment, work profile doesn't appear on the device.

Solutions:

  • Verify your device supports Android Enterprise work profiles
  • Check that your device meets minimum Android version requirement (6.0+)
  • Some device manufacturers may have additional requirements
  • Try unenrolling and re-enrolling the device
  • Check device compatibility in the management portal

"Enrollment Failed" Error​

Symptoms: Enrollment process fails with an error message.

Solutions:

  • Check device storage space (ensure at least 500MB free)
  • Verify device is not already enrolled in another MDM solution
  • Ensure device time and date are set correctly
  • Check if device has been factory reset recently (may need to wait)
  • Contact support with the specific error message

Device Management Issues​

Device Shows as Offline​

Symptoms: Device appears offline in the management portal but is powered on.

Solutions:

  • Check device internet connection
  • Verify device has not been removed from management
  • Check if device is in airplane mode
  • Ensure Google Play Services is up to date
  • Try syncing the device from the portal
  • Restart the device

Policies Not Applying​

Symptoms: Policies assigned to devices are not taking effect.

Solutions:

  • Verify device is online and connected
  • Check policy assignment is correct
  • Ensure there are no conflicting policies
  • Wait a few minutes for policies to sync
  • Manually sync the device from the portal
  • Check device compliance status

Apps Not Installing​

Symptoms: Applications fail to install on enrolled devices.

Solutions:

  • Check device storage space
  • Verify app is compatible with device Android version
  • Ensure app is available in your region
  • Check if app installation is restricted by policy
  • Try installing from Google Play Store directly
  • Check device logs for specific error messages

Remote Actions Not Working​

Symptoms: Remote actions (lock, wipe, etc.) don't execute.

Solutions:

  • Verify device is online
  • Check device has active internet connection
  • Ensure device hasn't been unenrolled
  • Wait a few minutes and try again
  • Check if action is restricted by policy
  • Verify you have proper permissions

Policy Configuration Issues​

Policy Changes Not Taking Effect​

Symptoms: Policy updates don't apply to devices.

Solutions:

  • Ensure devices are online
  • Check policy assignment is correct
  • Wait for policy sync (can take up to 15 minutes)
  • Manually sync devices
  • Verify no conflicting policies exist
  • Check policy priority settings

Policy Conflicts​

Symptoms: Multiple policies conflict or don't work together.

Solutions:

  • Review all assigned policies
  • Check policy priority order
  • Remove conflicting policy settings
  • Consolidate policies where possible
  • Use policy templates to avoid conflicts

Network and Connectivity Issues​

Device Can't Connect to Management Server​

Symptoms: Device cannot communicate with Golain servers.

Solutions:

  • Check internet connectivity
  • Verify firewall settings allow connection
  • Check VPN configuration if applicable
  • Ensure Google Play Services is working
  • Verify device time/date settings
  • Check for network restrictions

Slow Policy/App Deployment​

Symptoms: Policies and apps take a long time to deploy.

Solutions:

  • Check network speed and stability
  • Verify device is not in power-saving mode
  • Ensure Google Play Services is updated
  • Check server status
  • Try during off-peak hours

Application Issues​

Work Apps Not Appearing​

Symptoms: Work profile apps don't show up after enrollment.

Solutions:

  • Check work profile is properly set up
  • Verify apps are assigned to the device
  • Ensure apps are compatible with work profile
  • Try installing apps manually
  • Check app installation policy

Apps Crashing in Work Profile​

Symptoms: Applications crash when opened in work profile.

Solutions:

  • Update the app to latest version
  • Check app compatibility with work profiles
  • Clear app cache and data
  • Reinstall the app
  • Contact app developer for work profile support

Account and Authentication Issues​

Can't Log Into Portal​

Symptoms: Unable to access the management portal.

Solutions:

  • Verify your credentials are correct
  • Check if your account is active
  • Try resetting your password
  • Clear browser cache and cookies
  • Try a different browser
  • Contact your administrator

Device Authentication Failed​

Symptoms: Device fails to authenticate with management server.

Solutions:

  • Check device time/date settings
  • Verify device certificate is valid
  • Try re-enrolling the device
  • Check network connectivity
  • Ensure device hasn't been removed from management

Getting Additional Help​

If you've tried the solutions above and still experience issues:

  1. Check Device Logs: Review device logs for specific error messages
  2. Contact Support: Reach out to Golain support with:
    • Device model and Android version
    • Detailed error messages
    • Steps to reproduce the issue
    • Screenshots if applicable
  3. Review FAQs: Check our FAQs for additional information
  4. Documentation: Review relevant sections of the documentation

Reporting Issues​

When reporting issues, please include:

  • Device Information: Model, Android version, manufacturer
  • Error Messages: Exact error text or codes
  • Steps to Reproduce: What you were doing when the issue occurred
  • Expected Behavior: What should have happened
  • Actual Behavior: What actually happened
  • Screenshots: Visual evidence of the issue
  • Timeline: When the issue started

Next Steps​