InstaSafe | Android ISA App Connection Error: Device not authorized

Android ISA App Connection Error "Device not authorized"

This Article highlights the steps to be taken in case the ISA App on Android is unable to connect and the error message is "Device not authorized".

Issue

The ISA App on Android fails to connect as expected and the error message observed is "Device not authorized".


This issue is typically caused when the user attempts to connect the ISA App from an Unauthorized Device.

Solution

The above error message indicates that the User is attempting to connect the ISA App from a Device, different from what is presently allowed/authorized for the User in the ISA Management Console. This is enforced by the security check 'Device Binding'. In order to allow the User to connect the ISA App from this Device, Admins of the organization's ISA Account could follow the instructions below:
If 'Device Binding' is toggled on at the User level:

Check whether the Device that the User is trying to connect from has already been captured in the ISA Management Console under the 'Devices' page
  1. If Yes, then simply edit the User profile in the 'Users' page in the ISA Management Console to allow the Device under the 'Device Binding' option so that it is treated as an Authorized Device
  2. If No, then temporarily Disable the 'Device Binding' toggle by editing the User Profile. Reattempt the login in order to capture the Device, and then re-enable 'Device Binding' to allow and treat this Device as Authorized
If 'Device Binding' is toggled on at the User Group level:

Check whether the Device that the User is trying to connect from is presently displayed as an Authorized Device under the User profile in the 'Users' page in the ISA Management Console
  1. If No, then temporarily Disable the 'Device Binding' toggle by updating the User Group. Reattempt the login in order to capture this Device, and then re-enable 'Device Binding' to allow and treat this Device as Authorized
  2. If Yes, then the User should be able to connect the ISA App from this Device as expected
In some cases, the Information of the Device being used presently, and that captured in the ISA Management Console previously may not match. This is likely to occur in case of an OS update on the Android Device. In such cases, the Parameter that has been changed can be updated by the organization's Admins in the ISA Management Console by locating the Device in the 'Devices' page and updating it.




In case the issue persists after following the above mentioned steps, contact InstaSafe Support.


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