Troubleshoot managed Android devices for users

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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 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

First, make sure that Android Sync is turned on 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. On the left, click Mobile & endpointsand thenSettingsand thenUniversal settings.
  4. At the left, click the user's organizational unit.
  5. Click Data accessand thenAndroid Sync.
  6. Confirm that Allow work data to sync on Android devices is checked.
Next, make sure that third-party Android mobile management is turned off:
  1. Go back to the Devices page.
  2. Click Settingsand thenThird-party integrationsand thenAndroid EMM.
  3. Confirm that the box isn't 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 Settingsand thenAbout phoneand thenSoftware 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 Settingsand thenAccounts. 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

How do I switch Android devices from Google Apps Device Policy app to Android Device Policy?

The transition process depends on how the device is set up:

Note: If the device doesn't support Android Device Policy, the user is prompted to set up Google Apps Device Policy app instead.

Personal device with a work profile

Your organization's management privilege is Profile owner

On the device, the user removes their work profile and then adds their work account again. They're prompted to set up Android Device Policy.

Personal device without a work profile

Your organization's management privilege is Device admin

On the device, the user takes the following steps:

  1. Open the Google Apps Device Policy app.
  2. Tap Unregister.

    The work account is removed from the device.

  3. Open the Settings app and tap Accounts.
  4. Add the work account again and set up Android Device Policy.

    A work profile is required for Android Device Policy.

Company-owned device or a personal device the user sets as work-only

Your organization's management privilege is Device owner

To trigger the switch, an admin or, if allowed, the user, must reset the device. The user can then add the work account again and set up Android Device Policy.

To reset the device from the Admin console:

  1. Sign in to your Google Admin console.

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

    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.
    From the Admin console Home page, go to Devices.
  3. Click Mobile devices.
  4. Point to the device and click More""and thenWipe Device.

If you have allowed users to reset their devices, they can do so by following the steps in reset your Android device.

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