IBM Security MaaS360

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

iTunes recovery wipe is what we're having to do in that case

------------------------------
Kelly Fields
------------------------------

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

How shall I run iTunes recovery?
My iPhone is on the MAAS360 error message and does not allow me to do anything with the mobile
Thanks!

------------------------------
CELIA BERENGUER ARNAU
------------------------------

Original Message:
Sent: Fri January 10, 2020 02:55 PM
From: Kelly Fields
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

iTunes recovery wipe is what we're having to do in that case

------------------------------
Kelly Fields

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

Hi Celia,

Instructions for a recovery restore can be found here: https://support.apple.com/en-us/HT201263

------------------------------
Matt Shaver
System Architect
IBM
mshaver@us.ibm.com
------------------------------

Original Message:
Sent: Thu March 12, 2020 05:01 AM
From: CELIA BERENGUER ARNAU
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

How shall I run iTunes recovery?
My iPhone is on the MAAS360 error message and does not allow me to do anything with the mobile
Thanks!

------------------------------
CELIA BERENGUER ARNAU

Original Message:
Sent: Fri January 10, 2020 02:55 PM
From: Kelly Fields
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

iTunes recovery wipe is what we're having to do in that case

------------------------------
Kelly Fields

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

Seems like Quick Setup is causing this error. We experience exactly the same error in other MDMs.
Solution is iTunes recovery and do not use Quick Setup when the phone restarts, choose setup manually.

------------------------------
Kjell Vidar Grevstad
------------------------------

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

Apple does not restore the MDM provisioning when you recover an iCloud backup to a different device.  So, the issue here appears to be that the iPhone 11 Pro is a "DEP" (Apple Device Enrollment Program) provisioned device.

This is a known issue with Apple with iOS 13.  The best course of action is to perform a recovery mode install on the iPhone 11 Pro and retry the whole activation and recovery (see this link: http://support.apple.com/en-us/HT201263 ).  At the prompt choose RESTORE (not Update).   Please note bullet #4 in this process.  The iOS firmware can take over 15 minutes to download and if it does the device will reboot without updating the firmware.  If that happens, wait for the download to complete.  Once it completes, restart the process.

- Tim Faulk

------------------------------
Tim Faulk
------------------------------

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

I have never been able to setup DEP devices from Quick Start, it never brought in MaaS360 MDM apps on any earlier model devices. I always setup DEP devices manually. 

Note: If your device users do not mention to you that they have device issues and they go directly to the Apple Store and get a device replaced, Apple always sets up from Quick Start.  At that point my users have to let me know what happened. I have to wipe the device and setup again manually.  The replacement devices register in DEP automatically but sometimes it can take time so that could hinder a manual setup at Apple immediately after the replacement is processed.

------------------------------
Lynn Wagner
------------------------------

Original Message:
Sent: Mon January 13, 2020 10:33 AM
From: Tim Faulk
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Apple does not restore the MDM provisioning when you recover an iCloud backup to a different device.  So, the issue here appears to be that the iPhone 11 Pro is a "DEP" (Apple Device Enrollment Program) provisioned device.

This is a known issue with Apple with iOS 13.  The best course of action is to perform a recovery mode install on the iPhone 11 Pro and retry the whole activation and recovery (see this link: http://support.apple.com/en-us/HT201263 ).  At the prompt choose RESTORE (not Update).   Please note bullet #4 in this process.  The iOS firmware can take over 15 minutes to download and if it does the device will reboot without updating the firmware.  If that happens, wait for the download to complete.  Once it completes, restart the process.

- Tim Faulk

------------------------------
Tim Faulk

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------

I'm seeing this problem on my iPhones with the newer iOS - with or without using Quick Start or restoring from a backup. Not necessarily just iPhone 11 - have some 7 and 8's doing the same thing. Getting "profile installation failed". Just had a brand new iPhone 8 delivered yesterday - she used Manual Setup and she's getting this message.

------------------------------
Amy Burt
------------------------------

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------
​

Hi Amy, 

Are you simply seeing "Profile Installation Failed" or do you get a longer message along the lines of "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively"?  

Is this every device or intermittent devices?

------------------------------
Matt Shaver
System Architect
IBM
mshaver@us.ibm.com
------------------------------

Original Message:
Sent: Wed January 15, 2020 04:25 PM
From: Amy Burt
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

I'm seeing this problem on my iPhones with the newer iOS - with or without using Quick Start or restoring from a backup. Not necessarily just iPhone 11 - have some 7 and 8's doing the same thing. Getting "profile installation failed". Just had a brand new iPhone 8 delivered yesterday - she used Manual Setup and she's getting this message.

------------------------------
Amy Burt

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------
​

​The iPhone 8 from today is serial FFMZV85NJC6D. Profile status showing pushed.

Just tried a used device - right after I put in my credentials at Remote Management, I get "The configuration for your iPhone could not be downloaded from Compass Helath, Inc. Invalid Profile" - this is the message that started all of it for me. This is serial number FFMV6DBNHFLW.

------------------------------
Amy Burt
------------------------------

Original Message:
Sent: Wed January 15, 2020 04:35 PM
From: Matt Shaver
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hi Amy, 

Are you simply seeing "Profile Installation Failed" or do you get a longer message along the lines of "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively"?  

Is this every device or intermittent devices?

------------------------------
Matt Shaver
System Architect
IBM
mshaver@us.ibm.com

Original Message:
Sent: Wed January 15, 2020 04:25 PM
From: Amy Burt
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

I'm seeing this problem on my iPhones with the newer iOS - with or without using Quick Start or restoring from a backup. Not necessarily just iPhone 11 - have some 7 and 8's doing the same thing. Getting "profile installation failed". Just had a brand new iPhone 8 delivered yesterday - she used Manual Setup and she's getting this message.

------------------------------
Amy Burt

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------
​

Hi Amy/Wesley, 

Is this a new setup? (1st DEP installation attempt)
If it is, looks like you are missing to upload the Apple MDM certificate.
Have a quick look at Setup > Services > Mobile Device Management

------------------------------
ETHAN GUMARANG
------------------------------

Original Message:
Sent: Wed January 15, 2020 04:55 PM
From: Amy Burt
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

​The iPhone 8 from today is serial

FFMZV85NJC6D. Profile status showing pushed.

Just tried a used device - right after I put in my credentials at Remote Management, I get "The configuration for your iPhone could not be downloaded from Compass Helath, Inc. Invalid Profile" - this is the message that started all of it for me. This is serial number FFMV6DBNHFLW.

------------------------------
Amy Burt

Original Message:
Sent: Wed January 15, 2020 04:35 PM
From: Matt Shaver
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hi Amy, 

Are you simply seeing "Profile Installation Failed" or do you get a longer message along the lines of "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively"?  

Is this every device or intermittent devices?

------------------------------
Matt Shaver
System Architect
IBM
mshaver@us.ibm.com

Original Message:
Sent: Wed January 15, 2020 04:25 PM
From: Amy Burt
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

I'm seeing this problem on my iPhones with the newer iOS - with or without using Quick Start or restoring from a backup. Not necessarily just iPhone 11 - have some 7 and 8's doing the same thing. Getting "profile installation failed". Just had a brand new iPhone 8 delivered yesterday - she used Manual Setup and she's getting this message.

------------------------------
Amy Burt

Original Message:
Sent: Fri January 10, 2020 12:27 PM
From: Wesley Couch
Subject: iPhone 11 Pro "Profile Installation Failed" during initial setup configuration

Hello everyone,

Have a user who got a new iPhone and we opted to restore from iCloud backup to transfer all his data/apps and the Maas360 security profile (big mistake...).

All seemed fine until the restore finished on the new iPhone 11 Pro. Now, we are unable to get past a screen that reads "Profile Installation Failed The Profile 'com.maas360.mdm.ios.provision' must be installed interactively". Normally, this wouldn't be a problem, but since this error appears during the iPhone's initial configuration screen, we can't get into the OS itself. We can't access settings, we can't access any apps. 

Does anyone know of a way to get around this screen so that we can attempt to install the profile on this phone? It's unusable in its current state and we can't even get into settings to attempt restoring the device back to factory defaults.

------------------------------
Wesley Couch
------------------------------
​