Troubleshoot managed iOS devices for users

As a Google Workspace or Cloud Identity administrator, you can manage users' iOS devices that your organization manages. If you use advanced device management, users need to install the Google Device Policy app and a Google mobile device management configuration profile so you can enforce security policies on the device. For details about the app, see About Google Device Policy for iOS.

Help for users

Users can troubleshoot some issues with their managed iOS devices:

Fix common iOS device management issues

Issue Fix
Device is blocked Unblock the device
Device is pending approval Approve the device
Apple push certificate isn't set up

Set up an Apple push certificate

Wipe the account or device remotely Remove corporate data from a mobile device
Unregister the device Manage the Device Policy app. When a device is unregistered, on the Mobile devices page, it's listed as unprovisioned.
Device doesn't sync

First, ask the user to get their device and go to Settingsand thenGoogle Device Policy and make sure that Background App Refresh is enabled. 

If the user's device is set up correctly, make sure that iOS 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 iOS devices is checked.

If iOS Sync is already enabled, force a fresh sync. In the Admin console, delete the device.  This deletes the Google mobile device management configuration profile from the device and stops the Device Policy app from syncing. The user must download a new configuration profile and update the Device Policy app, and then the device will try to sync their work data.

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