This article covers the most commonly asked help questions for the Secure Device Manager service, including connecting Android devices and has the Secure Device Manager User's and Admin Guides available to download at the bottom of this page.
Secure Device Manager allows businesses to embrace the benefits of mobility, without compromising security and control. It enables you to remotely manage and secure any device on our network - either company owned or an employee's personal one.
Which mobile operating systems are supported?
Secure Device Manager Basic supports Android, Symbian, iOS, Windows Phone 7 and Windows Phone 8. BlackBerry devices are not supported.
I'm getting an error message when connecting an Android device?
Please ensure that you have the Secure Device Manager client from Google Play installed before you continue enrolment, otherwise an error message appears.
The Secure Device Manager client can be downloaded by either searching for "Secure Device Manager" in Google Play or by clicking on the respective download link on the enrolment web page.
When I try to wipe a device from Secure Device Manager, I require a Key code?
You find the key code directly in the text above the field, in the same window (the key code is hidden in the text).
Where do I find my username and passcode?
If you have signed up for Secure Device Manager or Small Business Security, you should have received an email from us containing your username and passcode. Please check your spam folder in case you shouldn't have received it. Please contact us on 888 in case you need your passcode reset.
I forgot my passcode or username, how can I recover it?
To recover your passcode or username please click on 'Trouble Logging In' on the Secure Device Manager login screen and follow the instructions on the screen.
I've added an iPhone/iPad but cannot manage it?
You need to request an APNs (Apple Push Notification Service) certificate from Apple before you can manage iOS devices. You can do this directly in your Secure Device Manager Management Console. Go to 'Settings / iOS Settings' and click 'Create New Certificate'.
Please read your Secure Device Manager User Guide for more information on the iOS setup.
I tried to locate one of my devices, but the device couldn't be found?
Ensure that GPS is turned on and the device is in an area with coverage. Also, check the Secure Device Manager Settings to ensure that the box 'Collect GPS Data' is ticked.
Difficulties enrolling a Windows Phone 8 device?
We suggest having the Secure Device Manager user guide within reach when enrolling a Windows Phone 8 device. The guide explains the two stage process with screenshots: first you have to download the client and install it, and then you have to create a new company's account on the device.
I pushed email, Wi-Fi or passcode settings to my device under Secure Device Manager and the status colour of the icon changed from grey to green, but nothing happened on the user's device?
On Android devices your Secure Device Manager user needs to check the notifications menu. They will be informed about the changes to their profile and asked to accept the changes to their device settings (or to perform an action). On iOS the user will be immediately asked to accept the profile changes.
One of my users has two phones with two different phone numbers?
The system only supports one phone number per user (the user is identified with their email address). You have to enter two distinct email addresses if you want to use different phone numbers.
I've finished the enrolment process but the management buttons are greyed out?
Click the 'Refresh' button in the upper left corner of the 'Manage overview' to pull the latest device information.
I send a lock command to a device via Secure Device Manager, but nothing happened?
The device will be locked as soon as it is in an area of coverage. It can take a few seconds/minutes until the command reaches the phone.
I added a device but the TXT didn't arrive?
Please make sure that you entered the phone number in the correct format: +642111111 (country code is required). Please ensure that the device is not a Wi-Fi-only device.
I entered the wrong details when adding a device
You can always change the user details by clicking ''Edit Details' in the device overview. Please click 'Resend' if you want to resend the enrolment TXT or email.
Do I have to do anything to the installed Secure Device Manager software before I can manage a device?
No, you can leave it as it is, as long as it is downloaded and installation has completed.
Enrolling a new device but it appears twice in the management overview?
If you refresh the management overview while in the process of adding a new device, you will be informed that the device enrolment is currently in progress. This appears as an additional device status in the management overview. As soon as the enrolment process is finished and you hit the refresh button again, this additional device status disappears.