---
sourceDocument: Brazil Mobile Configuration and Navigation
sourceDocumentLink: https://www.servicenow.com/docs/r/mobile

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Mobile Configuration and Navigation

ft:clusterId :

    - mobile

bundleId :

    - mobile

workflow :

    - Development, Data and Analytics


---

# Troubleshooting

# Troubleshoot iOS device-level configuration {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review common symptoms, causes, and resolutions for iOS device-level configuration problems.
{#ios-device-sharing-troubleshoot__table_zbk_3xn_lkc__entry__2}

| Symptom | Cause and resolution |
|-|-|
| Device shows "Invalid Profile" | No enrollment policy is assigned, or Device Type Restrictions under Enrollment Restrictions has the default All Users policy blocking the iOS/iPadOS platform. Block only personally owned devices rather than the whole platform. |
| Shared device mode not active in Authenticator | * Check that the SSO app extension profile reports Succeeded for the device and that Enable shared device mode is set to Yes. * Check that the device_registration additional configuration is present and spelled correctly, and that Authenticator is installed as a device-licensed, volume-purchased app. {#ios-device-sharing-troubleshoot__ul_m1c_5yn_lkc} |
| ServiceNow app still prompts for credentials | The app's bundle ID is missing from the SSO app extension list, or a different build variant was deployed than the identifier listed. Check the installed app's bundle ID and add it. |
| Configuration profile never reaches the device | Check filter evaluation on the device object. The usual cause is a mismatch between the enrollment policy name and the string in the filter rule or dynamic group rule. |
| Policy changes aren't taking effect | Expected behavior. Enrollment policy changes require a factory reset and reactivation; only the device name template applies at the next check-in. |
| Enrollment blocked | Devices are blocked from enrolling if there aren't enough Company Portal volume-purchase licenses or if the token has expired. |
[Table 1. Troubleshooting guide for iOS device-level configuration]

{#ios-device-sharing-troubleshoot__table_zbk_3xn_lkc}