No User was found for the given ID

[jwkrock]

Hi everyone.  We recently began using WSO in our organization to manage mobile devices.  With our Android devices, we are having issues installing public apps.  If the user goes to the Intelligent Hub app and selects an approved application to download, they get the general error ' something went wrong' .  If I go into the console and attempt to install the app from there, I receive the message ' No user was found for the given ID' .  VMWare support has been unable to help thus far, so I'm shooting in the dark hoping someone else has seen this.

[WilbertKandt]

Hi Jason,

Unfortunately, no direct answer, but some additional questions to understand your WS ONE setup:

#  What type of user do you use? basic or directory? Does both accounts types have the same error message?

#  Did you use a single device user or shared device?

#  How did you enroll your Android devices? Through Enterprise EMM integration? Is this connection still ok?  (Groups & Settings -> All Settings -> Devices & Users -> Android -> Android EMM Registration -> Test connection)

#  Did you downloaded the logfile from the device locally or through the console (Intelligent Hub = log file, Console = hub + system)?
Is there any additional error message seen in those logging?
  (devices -> list view -> open device -> More actions -> Request Device logs -> Hub + System    wait couple minutes, then within the device page: More -> Attachments -> Documents

Please let us now if you have further details, or when you received more feedback from support.

[chengtmskcc]

I agree with Wilbert and those questions should guide you in the right direction.

[jwkrock]

Hi Wilbert,

We are synced to AD and all of our devices are Employee owned BYOD, so they self-enroll. EMM reg looks good. I will check the log files and see if anything sticks out.

The frustrating part of it all is there doesn't seem to be any rhyme or reason. Some devices take the install immediately with no problem, while others fail. Doesn't seem to matter which android OS, which model, it's just random.

Update: I guess I can't pull log files since these are employee owned devices 😞

[WilbertKandt · Accepted solution]

Hi Jason, When it's a random problem, and you don't have a test device with the problem, it will become harder to troubleshoot. Assuming the above, you are using BYOD devices with ' Android for Work - Work profile' , with Public apps. So only the work ' folder'  is being managed on the device. The user probably will be able to download the same public app for the personal profile / Google ID / Play Store, because this is separated from the Work profile / Work Play Store. The ID error message seems to be related to the app download from the Play Store. When you manually perform an installation of a app from the WS ONE console to the device, on the background you are asking the device to contact the Work PlayStore and download / install the application. So the console only asks to perform the installation, but it will not do the installation itself. To download from the Work Play Store, a Managed Work Account is being used. You can check on the device itself if the Google account is added under Accounts.

Can you check if you can see any account in the work profile of the device? See: https://docs.vmware.com/en/VMware-Workspace-ONE-UEM/1912/Android_Platform/GUID-AWT-AFWDEVICEMODES.ht...

Did you also checked the network which the clients are using? Is there any blocked traffic to the Work Play Store? See: https://docs.vmware.com/en/VMware-Workspace-ONE-UEM/1912/Android_Platform/GUID-80E36005-09EE-42B7-B3...

And you don't have enabled SAML authentication?

[jwkrock]

So, of course, it wound up being a silly error.  The company that implemented our service used their own personal Google Play account to register the Android EMM.  Once they finished implementation, they deactivated the account and never told us.  I created a new account for our company and had the users re-enroll.  We are now able to push out apps.

[WilbertKandt]

Hi Jason, thanks for letting us know. Enjoy your day!

[chengtmskcc]

Jason, what company would do such a thing?

[jwkrock]

Thomas,

I'd rather not name names, but I've worked for my current company for 11 years and this was the poorest SaaS implementation I've ever seen.  Just as a general measure, our go-live for WSO was scheduled for August 22, 2019.  Here we are just beginning our pilot in January.  The only reason we stayed with this vendor is because their PM used to work with us.

[chengtmskcc]

Got it. I agree. My previous implementation was on-premises and somehow we had both the SEG and DS on the same host per consultant when they shouldn't since we did/do have plenty of server resources. I ended up splitting them for much better uptime and performance.

Remember, no one knows your environment any better than yourself who lives and breaths in it daily.

[Boe_K]

Funny you should mention that @jwkrock I'm getting the same error on a handful of Android devices today. The vast majority of my devices respond with no issue but have noticed about a dozen of them haven't taken a Hub or Boxer update in quite some time so I tried to manually force it. When I did I saw the error you mentioned on about 7 of the 12 devices that were out of date.