InstaSafe | Android ISA App Installation Error: Device not authorized

Android ISA App Installation Error "Device not authorized"

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

Issue

The ISA App on Android fails to install and the error message is "Device not authorized".


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

Solution

The error message "Device not authorized" indicates that the User is attempting to install the ISA App on a New Device, or 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 install the ISA App on has already been captured in the ISA Management Console under the 'Devices' page
  1. If Yes, then simply edit the User profile and add 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 to login in order to capture the Device, and then re-enable 'Device Binding' to allow and treat this Device as Authorized
Note: A New Device on which the ISA App is being installed for the first time would obviously not be captured in the ISA Management Console, and the above option b would need to be followed.
The feature 'Auto-Enable Device Binding' is available in the InstaSafe Secure Access solution. With this feature Enabled, once a User installs the ISA App for the first time, the 'Device Binding' toggle would get Enabled at the User level automatically and that Device would be treated as an authorized Device. Contact InstaSafe Support to learn more.
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 to 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 it means that the ISA App for this User has previously been installed and configured on this Device, and the User should be able to carry out this reinstallation/reconfiguration without any trouble


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



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