Docs / Troubleshooting / Mobile Troubleshooting

Mobile Device Troubleshooting

This guide covers common issues with mobile devices managed through ZSync and how to resolve them.

Device Not Appearing After Enrolment

If a mobile device doesn't appear in the Mobile Devices dashboard after scanning the QR code:

Force a Manual Sync

  1. Open the ZSync app on the device
  2. Navigate to the Home tab
  3. Tap "Sync Now"

The device should appear within a few seconds of a successful sync.

Check Network Connectivity

Ensure the device has a working internet connection. Try opening a webpage in the browser to confirm connectivity.

Verify QR Code Validity

Enrolment QR codes have an expiry time. If the QR code has expired:

  1. Open ZEM Cloud dashboard
  2. Click "Enrol Endpoint" in the sidebar
  3. Select "Mobile" platform
  4. Generate a new QR code
  5. Scan the new code with the device

Check App Permissions

Ensure ZSync has the required permissions:

  • Android - Network access and device administrator permissions
  • iOS - Network access and notification permissions

Actions Not Being Received

iOS Devices

Due to iOS background execution limitations, actions may be delayed until the app is opened. iOS does not allow apps to run continuously in the background like Android.

To receive actions immediately on iOS:

  1. Open the ZSync app on the device
  2. Navigate to the Home tab
  3. Tap "Sync Now"

Android Devices

Android devices should receive actions within the configured queue check interval (default: 60 seconds). If actions are delayed:

  • Open the ZSync app and tap "Sync Now"
  • Check that battery optimisation is disabled for ZSync
  • Verify the device has network connectivity

To disable battery optimisation for ZSync (Android):

  1. Open device Settings
  2. Go to Apps > ZSync
  3. Tap Battery
  4. Select "Unrestricted" or "Don't optimise"

Ring Action Not Working

If the Ring action doesn't produce a sound on the device:

Android

  • Check that ZSync has notification permissions
  • Verify the device is not in Do Not Disturb mode
  • Ensure the device volume is not muted
  • Check that the device has network connectivity

iOS

  • Ensure notifications are enabled for ZSync in Settings
  • Check that the device is not in Silent mode (check the physical switch)
  • Verify Do Not Disturb is not active
  • Open the ZSync app and tap "Sync Now" if the ring was queued

Work Profile Issues (Android)

Work Profile Not Created

If the Work Profile enrolment fails:

  • Google Account Required - Ensure a Google account is signed in on the device
  • Policy Restrictions - Check that Work Profiles are not blocked by existing device policies
  • Play Services - Verify Google Play services are installed and up to date
  • Device Support - Confirm the device supports Android Work Profiles (Android 5.0+)

Can't Find Work Apps

Work Profile apps appear in a separate section with a briefcase badge. To find them:

  • Look for apps with a small briefcase icon overlay
  • Check the "Work" tab in your app drawer (if available)
  • Use the device search to find "ZSync" - both personal and work versions may appear

Work Profile Disappeared

If the Work Profile was removed:

  • The device may have been factory reset
  • An administrator may have sent a wipe command
  • The Work Profile may have been manually removed in Settings

To restore management, the device will need to be re-enrolled using a new QR code.

Device Owner Issues (Android)

Can't Enable Device Owner Mode

Device Owner mode requires a factory-fresh device. If you're having trouble:

  • The device must be at the initial setup screen (Welcome screen)
  • Tap the Welcome text 6 times to reveal the QR scanner
  • The device cannot have any accounts already configured

Accidental Setup Skip

If you accidentally completed the device setup without scanning the QR code, you'll need to factory reset and start again:

  1. Back up any important data (if applicable)
  2. Factory reset the device via Settings > System > Reset
  3. At the Welcome screen, tap 6 times to open the QR scanner
  4. Scan the Device Owner enrolment QR code

Sync Failures

If the ZSync app shows sync errors:

Check Server Connectivity

Verify the device can reach your ZEM Cloud server. Open a browser on the device and navigate to your ZEM Cloud URL.

Certificate Issues

If using a self-signed certificate, you may need to install it on the device or use a trusted certificate.

Check App Version

Ensure you're running the latest version of ZSync. Check for updates in the Google Play Store (Android) or App Store (iOS).