Your firewall/proxy may be blocking a required URL. Contact your IT administrator to verify that the required URLs from the network requirements are opened in your firewall/proxy. You can cross-check this by accessing the URL in a network that is not within the firewall or proxy. This helps to identify whether it is a firewall/proxy issue.
The password reset is sent from the email address
email@example.com. Contact your IT administrator check if you are permitted to receive an email from this email address.
Wi-Fi must be enabled and the server connectivity settings (provided by Zebra Services during onboarding) must be deployed on the device. Refer to Device Tracker installation instructions.
This error occurs if Device Tracker MX XML file is not deployed to the device and Device Tracker is not launched at least once for it to accept the configuration. Ensure that Device Tracker is launched before deploying the configuration as stated in Install through EMM. If the error continues, add a delay (e.g. a few seconds) before deploying the server connectivity settings XML.
The device is unable to communicate with the cloud server due to network issues. Check the following:
- Enable Wi-Fi on the device and connect the device to the internet.
- Verify the device can reach the Device Tracker URLs.
- Verify the Device Tracker domain names and ports are opened in the firewall/proxy for the device to communicate with the cloud server.
- To identify whether there is a firewall/proxy issue, access the URL in a network that is not within the firewall or proxy.
For more details, see Network Requirements.
Login to the Device Tracker web portal and verify the available license count from the License Summary. If you purchased a license and the available license count shows as zero, click Sync Licenses in the web portal. If the issue persists, contact Zebra Technical Support.
OAuth 2.0 with TLS Certificate requires public and private certificates to be deployed to Device Tracker and your SSO service. Check the following:
- Make sure the public and private certificates were sent to Zebra services and confirmation was received from Zebra that the certificates are deployed to the Device Tracker Cloud.
- Make sure your SSO IT deployed the TLS public certificate to your SSO server to allow the Device Tracker client to be trusted.
The current version of Device Tracker only supports OAuth 2.0 with TLS certificate as the client authentication type.
To use SSO, Device Tracker 5.1 or higher is required on the device. To recover, clear the Device Tracker application cache either manually through Android settings or using App Manager through MX.
If error “Your account has not been authorized to access Device Tracker. Please contact your system administrator” is encountered after logging in to the Device Tracker web portal with SSO, one of the following could apply:
- Your User ID is not added to the Device Tracker system
- The User ID added in Device Tracker does not match with the user information returned within the SSO response.
Contact your administrator to add your user ID to the Device Tracker system, or verify your user ID was added to Device Tracker.
Device Tracker does not manage SSO user IDs or passwords. Only existing SSO user IDs from your SSO provider can be duplicated in the Device Tracker system. Contact your SSO IT administrator to make sure the SSO user ID and password in Device Tracker matches with the one in your SSO system.
Checkin/Checkout is enabled by your administrator, requiring the user to scan their user barcode to access the device. If a Barcode Prefix is defined, the barcode being scanned must contain the specified prefix. If the problem persists, try rebooting the device.
If the proximity indicator is not displayed showing how close or how far the device in use is located in relation to the lost device, the following are possible reasons:
- The lost device is not within the Bluetooth range.
- The lost device turned off and does not have secondary BLE within the device or its battery.
- The lost device has the secondary BLE capability, but it is not enabled on the lost device.
- The lost device has the secondary BLE capability, but battery is completely drained.
- The lost device is not connected to the server due to network issues.
- The device is powered off.
- Media notification channels are turned off on the device.
The Device Tracker client package name was changed starting with Device Tracker version 5.0. An upgrade is not supported with this version; please uninstall the previous version and then install the new version.
Make sure End of Day reporting is enabled and the email ID is configured properly. End of Day reports are sent from email address
firstname.lastname@example.org. Contact your IT administrator to check if the email address, user ID and attachments are being blocked by your email or proxy server.