FAQs & Troubleshooting - MDM Device Enrollment

Most devices running Android 6.0+ and iOS 7.0+ are supported. You can learn more about supported devices for Android and iOS here.

Only the IMEI and Serial Numbers of iPhones and iPads are collected for the purposes of uniquely identifying the devices in NIC enrollment services. Read more about data privacy here.

You can reach out to NICeMail services Helpdesk through:

• Email: helpdesk-email@gov.in
• Phone: 18005719646

It is recommended to contact NICeMail services Helpdesk to setup a new device, since unenrolling the device will remove all work apps including OneAuth. If you lose OneAuth MFA, you may lose access to NICeMail services on other devices like your computer browser. So please contact helpdesk-email@gov.in about enrolling a new device and setting up MFA on it, before removing any apps on your existing device.

The software is optimized to run on minimal resources. There will not be any noticeable impact on battery life or device performance. The main purpose of device enrollment is to create a layer of protection for your official apps and data.

The QR code can be found by clicking on the profile icon on the top right side of the NICeMail services. Find the enrollment steps here.

Only one device can be enrolled using the QR shown in your email browser window. To enroll an additional device or switch to a new one, contact the NICeMail services helpdesk at helpdesk-email@gov.in.

You can enroll up to two devices, which can either be two mobile devices or one mobile device and one laptop/desktop. The QR only works for the first device you enroll. To enroll additional devices, please contact the NICeMail services helpdesk at helpdesk-email@gov.in.

Mobile Device Management (MDM) is a software used by your organization to manage and secure the work apps and data present on your devices.

Work/personal apps and data are separated to ensure better security and user privacy. It also makes access to your official apps convenient by providing an App Catalog. More benefits can be found here.

This error occurs if you attempt to use a different username than the one used during device enrollment. Please use the same credentials you used during MDM enrollment when logging in from an enrolled device. If you need to add multiple accounts, please contact your Delegated Administrator for further assistance.

No, there can be minimal policy changes, such as setting a strong PIN for device or while accessing official apps. You can continue to install any apps for personal purposes. On an enrolled Android phone, you can install personal apps in the Personal tab. On an iOS device, you can install personal apps from the App Store using your personal iCloud account like you always do.

On Android phones, you can navigate to the Accounts within Settings to check for a Work Profile, and on iOS you can navigate to Settings app -> VPN and Device Management under General Settings, to check for any MDM profiles.

If you delete work apps from your device, it may remove your access to official email, calendar, contacts, and other work-related resources. It's recommended not to delete work apps from your device unless instructed by the NICeMail services helpdesk.

Once the device is enrolled and a work profile is created, certain features are restricted within the work profile:

• Clipboard Paste : Copying and pasting work content through the clipboard is disabled. 
• Debugging Feature : Activities, services, receivers of the MDM app, or any other component of the MDM app cannot be started. This includes starting activities, making service calls, accessing content providers, sending broadcasts, installing/uninstalling packages, and clearing user data.
• Install Side-Loading Apps : Installing any personal apps except for work apps installed through the Play Store is disabled. 
• Screen Capture : Taking screenshots within the work profile is disabled. 
• Data Sharing Across Profiles : Sharing data from the personal profile to the work profile is disabled. 
• Share Configured WiFi : Sharing the admin-configured WiFi is disabled.

However, within the work profile, sharing data from one work app to another work app is permitted.

No, it is not possible to enroll the device if clone apps or Dual Space are installed on the mobile.

No, if you initiate a screen share on WhatsApp within the work profile, you cannot display your work profile screen to the other user.

You can enroll up to two devices, which can either be two mobile devices or one mobile device and one laptop/desktop. Contact the NICeMail services helpdesk at helpdesk-email@gov.in to enroll additional devices.

It is recommended to contact the NICeMail services helpdesk to remove your registered device from the MDM server before re-enrolling the same device after a factory reset.

If app installation is not working after device enrollment, perform the following steps:

1. Check Internet Connectivity:
   • Ensure your device is connected to the internet.
   • Switch the internet connection if using WiFi.
2. Clear Play Store, Play Service & Download Manager Cache:
   • Open the Settings app on your Android device.
   • Scroll down and select Apps & notifications (or just Apps on some devices).
   • Tap on See all apps if needed, then scroll down and select Google Play Store.
   • Tap on Storage & cache.
   • Tap on Clear Cache.
   • Repeat the above steps to clear the cache for both Play Services and Download Manager as well.

In the event of a lost or unavailable mobile phone , please utilize the backup codes generated during the initial setup instead of the TOTP to access your account. If you haven't previously downloaded backup codes, kindly reach out to your Delegated Administrator for assistance.

Please contact your department's Delegated Administrator for further assistance.

The ME MDM app requires two permissions alone to enroll the devices:

• Camera (to scan the QR code)
• Notifications (to inform completion of enrollment)

It usually takes around 2-3 minutes for the account to be setup and apps installed. You will see a notification on the device from ME MDM work profile app saying enrollment is successful. Once the enrollment is complete, it is recommended to wait 8-10 minutes for the apps to be installed on the registered devices as a managed playstore will be configured inside the work profile. Please be patient and check again after allowing some time for the process to complete. If the issue persists, please follow the instructions below to resolve the issue:

1. Check your mobile internet speed. If you think the network might be slow, connect to a stronger and more stable network before trying to install the apps again.
2. Make sure your mobile device meets the compatibility and system requirements for Android and iOS. Incompatible devices or outdated operating systems may prevent MDM and other work apps from installing.
3. Ensure your mobile device has enough storage to install the apps. If your device is running low on storage, the apps may fail to install. 
4. Ensure that Developer options are disabled on your Android device, as these settings can interfere with the installation of MDM applications. You can usually find this option within the Device Settings under Developer options.

If you've already tried the above-mentioned resolutions and the issue persists, please contact the NICeMail services helpdesk for assistance.

It is not generally recommended to keep USB Debugging enabled since it may lead to security risks. To rectify this error, go to the developer options in device Settings, and disable USB Debugging.

Please reach out to the NICeMail services helpdesk for further assistance.

You will only find apps approved by NIC in the Play Store under the Work tab. You will not be able to search and install any personal apps in the Work tab. You can continue to install apps for your personal use outside the work profile from Play Store app shown in personal tab.

The QR code has to be scanned through the ME MDM app. The QR code can be found by clicking on the profile icon on the top right side of the NICeMail services. 

No, you cannot view the applied restrictions on the enrolled Android device.

You should be able to open PDF files within the Gov Mail app. If you're having trouble previewing PDFs, follow these steps:

1. Open the MDM app catalog in your Android Work profile.
2. Check if there are any new updates available for the Gov Mail app.
3. If an update is available, click Update to install the latest version of the app.

If the issue persists, please reach out to the NICeMail Services Helpdesk for further assistance.

Please be cautious before deleting any work apps installed via MDM, as this could potentially result in losing access to your official work apps. In the event that you do not have access to the Gov OneAuth app for TOTP authentication, please utilize the Backup Codes generated during the initial setup to access your account.

If you haven't previously downloaded backup codes, kindly reach out to your Delegated Administrator for assistance.

The MDM software is designed to use minimal resources, but if your device is running slow, try the following:

1. Ensure you have enough available storage on your device.
2. Android recommends keeping 5-10 percent of device storage free for optimal MDM performance.
3. Consider pausing the workspace when it’s not in use to improve device speed.

If the Gov app on your mobile device is closing or crashing unexpectedly, follow these steps:

1. Ensure that your device has sufficient free storage space. Lack of space can cause apps to malfunction. 
2. Go to your device's settings to check for and install any available software updates.
3. Access the MDM app catalog in your Android Work profile and check for any available updates for the Gov Mail app.
4. If updates are available, make sure to install them.

If you still encounter issues after following these steps, contact your IT support or help desk for further assistance.

1. Ensure your device has sufficient available storage for the Work profile installation. 
2. Make sure that your mobile device meets the compatibility and system requirements specified in this document for Android devices.
3. Go to your device's settings to check for and install any available software updates.
4. Check your mobile internet speed. If you think the network might be slow, connect to a stronger and more stable network before trying to install the apps again.
5. Ensure that Developer options are turned off on your Android device, as these settings can interfere with MDM installation. You can usually find this setting in Device Settings under Developer options. 
6. Confirm that the work profile is correctly installed on your device. On most Android devices, you can check this by going to Android Settings > Accounts > Work. For specific instructions, refer to the help documentation provided by your device manufacturer. 

If the issue persists, please contact NICeMail services helpdesk for further assistance.

You will encounter this error if you have enabled Stolen Device Protection in FaceID and Passcode settings. Waiting for one hour and trying to re-enroll the device will prevent the issue from occurring again. You will also be notified when you can re-enroll.

Apple automatically deletes an downloaded profile if it is not installed within 8 minutes for security reasons. This could also occur if you click ‘cancel’ on the profile installation prompt. For both cases, you can restart the enrollment process. Open the QR code from your NICeMail services, and scan the displayed QR code again from your device Camera.

Stolen Device Protection is an Apple feature that disables changing important security settings like passcodes, installing MDM profile, etc, for one hour when executed from an unfamiliar location. You should wait one hour to regenerate the QR code and attempt the enrollment. You will receive a notification when you can proceed with the enrollment. You can turn on Stolen Device Protection in Settings:

1. Go to Settings, then tap Face ID & Passcode.
2. Enter your device passcode.
3. Tap Stolen Device protection, then turn Stolen Device Protection on or off.

It usually takes around 2-3 minutes for the apps to start appearing on the home screen. If needed, the apps can be found in the App Catalog for immediate download.

This error occurs if you try to enroll another device using the same QR code. You can check if your mobile device is already enrolled. If you are looking to enroll another device, contact the NICeMail services helpdesk.

You can install any NIC approved app by opening 'App Catalog' on your iPhone, and clicking the install button next to the app.

App catalog is a repository of apps that NIC has provided for your use. You can quickly find apps that you require and install them without having to reach out to NICeMail services helpdesk at helpdesk-email@gov.in.

If you encounter an error during the enrollment process after scanning the QR code on an iPhone 15 Pro, the issue might occur if you have enabled Request Desktop Website in Safari.

To resolve this issue, you need to disable the "Request Desktop Website" setting in Safari. Follow these steps:

1. Go to iPhone Settings.
2. Select Safari.
3. Find and disable Request Desktop Website.

Once this setting is disabled, the enrollment process should work correctly.