Troubleshoot: ADE Enrollment Issues

When going through Automated Device Enrollment (ADE) with User Authentication enabled, the following error can occur during device enrollment: "There is an issue with this account. Please contact your IT administrator."

Resolution

This error occurs when the user account is Staged and not Active for authentication during device configuration.

To resolve this, you need to change the user account state from the user profile from Staged to Active.

See Manage User Stages to learn more about Active and Staged User states and how to manage them.

Symptoms

When unboxing and powering on a new Mac, the Accessibility or Wi-Fi screens appear in the setup assistant, even though these screens were configured to be skipped in the ADE settings in the Admin Portal.

Resolution

This issue occurs because the Mac requires an active internet connection to download its Mobile Device Management (MDM) profile from JumpCloud and receive the command to skip the setup assistant screens. The Accessibility and Wi-Fi screens appear before the device connects to Wi-Fi, preventing them from being automatically skipped.

To achieve a true zero-touch deployment, you must ensure the Mac has an internet connection before turning it on for the first time:

1. Connect the Mac to a wired (Ethernet) network. Alternatively, you can manually connect the device to a Wi-Fi network during the initial setup screen.
2. Power on or restart the Mac. Because it has an immediate internet connection, it will successfully communicate with Apple's servers.
3. The Mac is directed to JumpCloud MDM, downloads the ADE profile, and automatically enrolls in your organization's MDM without displaying the Accessibility or Wi-Fi screens.
4. Once enrollment is complete, the Remote Management screen appears to confirm the Mac is successfully enrolled. You can then proceed with the rest of the setup as configured in your ADE profile.