Troubleshoot managed Android devices for users

Supported editions for this feature: Business Starter, Standard and Plus; Enterprise; Education and Enterprise for Education; G Suite Basic and Business; Essentials; Cloud Identity Free and Premium.  Compare your edition

As a Google Workspace or Cloud Identity administrator, you can manage users' Android devices that your organization manages. If you use advanced device management, users need to install the Android Device Policy app (the replacement for the legacy Google Apps Device Policy app) so you can enforce security policies on the device.

Help for users

Users can troubleshoot some issues with their managed Android devices:

Fix common Android device management issues

Issue Fix
Device is blocked Unblock the device
Device is pending approval Approve the device
Device doesn't sync

Make sure that Android Sync is enabled for the device: 

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Devices.
  3. Click Settingsand thenSetupand thenSync on Mobile.
  4. At the left, click the user's organizational unit.
  5. Confirm that Allow work data to sync on Android devices is checked.
Wipe the account or device remotely Remove corporate data from a mobile device

Get device management details

See what Android version is on a user's device

If you have access to the device,  go to Settings and then About phone and then Software information.

If you don't have access to the device, get this information in the Admin console:

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Devices.
  3. Click Mobile devices.
  4. Search for the user's device. For example, enter their email address in the search field.
  5. If the operating system isn't visible in the devices list, click the device to open the device details and locate the operating system.

See if a user has a work profile set up

If you have access to the device, go to Settings and then Accounts. Managed accounts are listed under Work.

If you don't have access to the device, get this information in the Admin console:

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Devices.
  3. Click Mobile devices.
  4. Search for the user's device. For example, enter their email address in the search field.
  5. Click the device then Device security. If the value for Privilege is Profile owner, then the user has a work profile set up. Learn more

See which Android management app is on a device

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Devices.
  3. Click Mobile devices.
  4. Search for the user's device. For example, enter their email address in the search field.
  5. Click the device then Device security. The management app is listed under User agent.
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