InstaSafe | Windows ISA App Installation Error Device Information does not match any of the configured devices

Windows ISA App Installation Error "Device Information does not match any of the configured devices"

This Article highlights the steps to be taken in case the ISA App on Windows fails to install and the error message is "Device Information does not match any of the configured devices".

Issue

The ISA App on Windows fails to install as expected and some or all of the below error messages are observed:

"Device UUID does not match the configured UUID"
"Device Serial Number does not match the configured Serial Number"
"Device MAC Address does not match the configured MAC Address"



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

Solution

The above error message indicates that the User is attempting to install the ISA App on a New Device, or a Device different (Operating System is the same, however) 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. Reconfigure the ISA App 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. Reconfigure the ISA App 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. Contact InstaSafe Support for assistance
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 the Motherboard is changed, or Network Adapters are assigned a new Mac Address. 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.



It is also recommend that the option 'Use random hardware addresses' for Network Adapters on Windows 10 Devices not be used, since it could disrupt the working of the ISA 'Device Binding' security feature.


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