"401 - Unauthorized: Access is denied due to invalid credentials" iOS Enrollment

[Former Member]

Hello,

I have the following problem:

During iOS Enrollment, we see very often, but not every time the Error "401 - Unauthorized: Access is denied due to invalid credentials".

If this error occours, we have some workarounds to get the device enrolled (Reload the page,Delete the safari cache or restart the enrollment etc.).

Since Monday, we have Afaria 7 SP09 installed, but the error is still there. We tried with several iPAD's with different OS versions installed.

One thing that we recognized is that this error only comes up if we try to enroll the device via the Self Service Portal and only if we have substitutions configured (user name for example). The Message appears directly before entering the substitution during the enrollment

We have this error since very long time now, but since the update it seems that the error comes up more often again.

Hope somebody can help me, I attached a screenshot to this post.

Thanks and Best regards

Michael

[tracy_barkley]

Michael,

This isn't something I hear of regularly.  You are on current code on the server side, but what version of the client are you using?  Is it a custom signed client or just the App store client?  We did have a report of this error back in Service Pack 5 but it was corrected in a hot fix to that service pack and all of that code has rolled forward into Service Pack 9.

Tracy

[Former Member]

Hi Tracy,

Thanks for your reply

The customer is using the Afaria custom client version 6.60.6620.2.

But the problem occours before the Afaria custom client gets pushed to the device. The devices are enrolled via the Afaria Self-Service Portal.

So I am not sure if the Afaria Client update is a reason.

Thanks and best regards

Michael

[tracy_barkley]

Michael,

In this scenario, no it probably is not.  401 is a security error and generally as you mentioned able to be cleared with a cache deletion or some such.  However you generally would not see this on new to the system devices, unless perhaps the end user paused for quite a while mid-enrollment.  That doesn't sound likely in this case.  Since it is pre client and pre prompting for the variables, I suspect we would need to look at a debug output of the enrollment server when this occurs to determine what the issue is.

Do you know how to collect debug logs for support?  If not the link to the KBA is http://service.sap.com/sap/support/notes/2093319  We would need the enrollment server logging.  I would recommend collecting this log and opening an incident with Support. Or if you are comfortable with posting a log snippet here, I will be happy to take a look at it.

Tracy