The following are errors and troubleshooting steps for Ivanti Mobile at Work mobile device management (MDM) at CUIMC.

Request Forbidden or Authentication error:

These errors typically occur during initial installation and enrollment. Request Forbidden will appear on an iPhone or iPad, while Android phones or tablets will see Authentication Error: 

To fix this issue:

1. Verify your CWID and password by logging into https://password.nyp.org
2. If your CWID is in good standing, please email 5help as described below to add mobile access to your CWID account.

Please follow this guide when requesting mobile access from 5-help to expedite resolution (copy-paste the subject and body of the email if the link above does not work): 

To: 5help@cumc.columbia.edu Subject: Ivanti Support Hello, I am unable to enroll for Ivanti Mobile@Work. Below is my information and the error message I receive when I try to enroll. CWID: (your CWID here) UNI: (your UNI here) Phone Number: (your phone number here) The error message when attempting to log into Ivanti/MobileIron: (attach a screenshot here) Thank you,

The device is out of contact with the server for X amount of days:

Make sure you have the latest version of the Ivanti Mobile at Work app installed:

1. While your phone or tablet is online, open the Ivanti app
2. If the app immediately asks for your username, you can re-enroll by following the instructions for:
   
   • iPhone or iPad: Step 2
   • Android: Step 4
3. In the app's settings, choose "Check for Updates" (iPhone/iPad) or "Force Device Check-in" (Android), then "Continue." 
4. The device may take a few minutes to check in with the CUIMC mobile device management system and receive any configuration or policy updates.

If this does not resolve the issue. Please contact your Certified IT Group for assistance.

 

Your device is out of policy for X number of days

 Please follow the same instructions for "The device is out of contact with the server for X amount of days" (above) to force your device to connect and check for updates.

 

Required app not found

Install and enroll in Ivanti Mobile at Work:

•  iPhone and iPad
• Android 

 

Disallowed iOS / Android version found

The version of iOS (iPhone and iPad) or Android on your device is not current enough. The minimum versions approved for CUIMC are iOS 12 or higher or Android 8 or higher.

Please see the instructions to check the system version and run an update for iPhone and iPad or Android.

Profile Installation Failed

The phone or tablet may have another MDM installed. Check for it in our steps to verify and migrate to CUIMC Ivanti Mobile at Work.

If you are not sure you can also take a screenshot of the error on your device and email it to 5help@cumc.columbia.edu with your CWID and contact information. The screenshot below is an example:

 

Unable to Connect or Unable to Locate

This error means the phone or tablet is having a problem reaching the Ivanti server.

1. Make sure you are connected to the Internet (open the device's browser and load a new website such as our home page). Ivanti Mobile at Work requires network connectivity.
2. If not already open, tap "Ivanti Mobile@Work" from your list of apps.
3. Click "OK" to dismiss any "Unable to..." messages.
4. In the Ivanti Mobile@Work screen, tap the server field and make sure it reads:
   mcore.cuimc.columbia.edu
5. Follow any remaining prompts to log in to Ivanti Mobile at Work and connect.

If there are still problems, review the steps to install and enroll in Ivanti for iPhone and iPad or Android phones and tablets, or contact your Certified IT Group for help.

 

Apps@Work Didn't Install on an iPhone or iPad

When installing Ivanti Mobile at Work on an iPhone or iPad, you must enter the device's settings and install a downloaded profile. If this step is missed, Apps@Work will not automatically install.

1. Enter the device's Settings (gear) icon, usually on your home screen or in the list of apps.
2. Scroll down to find "Profile" and tap on it.
3. Find the "Profile Service - New York Presbyterian Hospital" link and tap on it.

To complete installing the profile, Apps@Work, and Epic apps, continue with step 10 of Installing Ivanti on an iPhone or iPad.