Devices Page

Troubleshooting for Devices page

"Actions and Tasks are locked while group change is in progress."

The device is between groups. Wait for the device to pick up the change — it must be online — or, as an administrator, cancel with Lift Lock (Return to previous group); the console warns if the device may be out of sync afterwards.

"Applied Group Name and Configured Group Name differ"

A group change has been made but the device has not applied it yet. This is the same in-progress situation as above.

"Request Screenshot is disabled"

Either the device's KMM Client is not connected (the Client connection dot in the Status section is red or grey; check Use Client in the device group), or a screenshot has already been requested and the button reads Screenshot Requested. If the device could not take it, the bell shows Screenshot Failed with the reason and the button becomes available again.

"A task shows Failed"

The Reason column tells why. Fix the cause — commonly the device was offline or storage was full — and select Rerun.

"The device is not compliant with its policy"

Open the Policy Compliance tab: each entry names the setting and the reason. Typical causes are a policy requirement the user has not fulfilled (such as a password) or an app that could not be installed.

"Reboot seems to do nothing"

Reboot works on fully managed devices with Android 7.0 or later, and commands can take up to ten minutes to reach the device.

"Change group or reboot failed for some selected devices"

The result of a bulk action is reported per device. Devices that failed stay selected so you can retry; the message names the reason, for example that Google rejected the request. Devices with a group change in progress cannot be selected.

"The device is not on the map"

The map shows only devices that have reported a position. The device needs KMM Client v0.6.0 (40) or newer and location services on (enforced by default for groups without a Device Function policy; otherwise set Location Mode to LocationEnforced). Select Refresh location on the Location tab or Refresh all on the map and wait for the device to answer. The map uses the same filters as the list.

"The client connection dot is grey / red / yellow"

Grey: the device's group does not use the KMM Client.
Red: the group uses the client but it is not connected; see the connectivity checklist in the FAQ.
Yellow: connected but weak (slow round trip or missed heartbeat replies); hover the dot for the response time. The dot and the map markers update live.

"Refresh Device Data seems to do nothing"

The page reloads by itself as soon as the refresh from AMAPI finishes. If nothing changes, AMAPI had no newer data for the device from Google's DPC.

"A task shows Failed"

A task for a device that is not connected waits instead of failing. The Tasks tab updates itself when a task completes or fails.

Created 2026-09-03 09:41:45 UTC
Updated 2026-10-01 09:05:25 UTC