NounDeskEnrollment troubleshooting
Most enrollment problems come down to three things: the device wasn’t factory reset, it has no internet, or the code is no longer valid. This page covers each one.
Who: Owner, Admin, Operator. Viewers can see enrollment progress but can’t generate codes.
The enrollment stages
While you wait, the QR code page shows where the device is. You can also see every code under Devices → Enrollment → In progress, in the Stage column.
| Stage | What’s happening |
|---|---|
| Waiting for device | Scan the QR code on the phone. It appears here within a minute of finishing setup. |
| Enrolling | The device has checked in and is finishing Android setup. |
| Applying policy | The security policy is being downloaded to the device. |
| Installing apps | Required apps are installing. This can take a few minutes on slow connections. |
| Ready | The device is managed, compliant and ready to hand out. |
Three other results can appear instead:
| Result | What it means |
|---|---|
| Needs attention | A required app could not be installed. Open the device to see why. |
| Code expired | No device enrolled before the code expired. Generate a new code. |
| Cancelled | This enrollment was cancelled. Generate a new code to try again. |
The QR code won’t scan
- Use the setup wizard, not the camera. The code isn’t a link. Scanning it with a normal camera or QR app only shows a block of text, which is expected. It only works in the scanner built into Android’s setup wizard.
- Start from the welcome screen. The device must be factory reset and sitting at the first welcome screen. Tap the same spot on the screen 6 times to open the scanner.
- Nothing happens after 6 taps? Try tapping a blank area of the screen a little faster.
- Make the code bigger. Select Show larger. Hold the device 20–30 cm (8–12 in) away, and tilt the screen to reduce glare.
- Type the code instead. Select Show code for manual entry. On the device, choose “Enter code manually” and type the code shown.
The device was already set up
A phone that’s already set up can’t be enrolled by scanning. Android only allows company-owned setup during first-time setup, so factory reset it first, then start again from the welcome screen.
Resetting erases everything on the device. Back up anything the employee needs first.
Wi-Fi during setup
The device needs internet (Wi-Fi or mobile data) to download its policy. Connect to Wi-Fi when the setup wizard asks, then scan the code.
The code expired or was cancelled
If the page says This code has expired or This enrollment was cancelled, no device enrolled with that code. Select Generate a new code and scan again.
- Codes last as long as you chose when you generated them: 1 hour, 24 hours, 7 days or 30 days. The page counts down with Expires in.
- Cancel enrollment (then confirm with Cancel enrollment) stops a code immediately. No device is affected.
- A Single use code stops working once one device enrolls with it. To enroll another device, select Add another device.
Stuck at a stage
| Stuck at | Try this |
|---|---|
| Waiting for device | Check the device actually finished the setup wizard and is online. If it shows an error on screen, factory reset it and scan again. Make sure the code hasn’t expired. |
| Enrolling | Leave the device on and connected. It’s finishing Android’s own setup steps; follow any prompts on its screen. |
| Applying policy | Keep the device online. It picks up its policy on its next check-in. If it stays here for a long time, check that the policy was published (see below). |
| Installing apps | Big apps on slow connections take a while. Connect the device to Wi-Fi and give it a few minutes. |
“Enrolled, but needs attention”
The device is managed, but a required app couldn’t be installed. Select Open device and go to the Security tab. Under Compliance, each issue says what went wrong and What to do, for example the app isn’t on Google Play, isn’t approved, isn’t compatible, or the device is out of storage. See Fix compliance issues.
Errors when you generate a code
| Message | What to do |
|---|---|
| Connect your organization to Google before enrolling devices. | The Owner needs to connect Google. Select Connect Google in the message. |
| You have reached the device limit for your plan. | Select Manage your plan, or free up room (see below). See Billing. |
| This policy has not been published to Google yet. Apply it first. | Select Go to Security policies, open the policy and publish it. Unpublished policies show (not published yet) in the list. |
| Give this device a name / Choose a security policy | Fill in Device name and Security policy, or choose a profile with a device name prefix. |
Device limit tip: codes that are still Waiting for device count toward your limit, alongside your enrolled devices. Cancel codes you no longer need. Erased and retired devices don’t count. Unused expired codes are cleared automatically within about an hour.
Still stuck?
The Troubleshooting section on the QR code page links to Google’s enrollment guide. You can also email support@noundesk.com.