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iOS device fails to lock and becomes unmanageable after sending a non-English language message
Technical Articles ID:  KB81687
Last Modified:  2/2/2015

Environment

McAfee Enterprise Mobility Management 12.0

For product supported environments, see KB81475.

Problem

Enterprise Mobility Management (EMM) 12.0 gives you the ability to lock an iOS device via the System Tree within ePO. With devices running iOS 7 or above, you can send a message to the device you are locking.

If this message is written in a language other than English, the device lock does not work. When this occurs, you are no longer able to manage the device with EMM.

Solution

This issue is resolved in EMM 12.0 Patch 2, which was released on July 8, 2014. Intel Security recommends installing this EMM Patch if you are experiencing this issue. 

To review the EMM 12.0 Patch 2 Release Notes, see PD25277.

McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.

NOTE:
 You will need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, as well as alternate locations for some products.

Workaround

Ensure that the message you send to the device is in English.

If the device can no longer be managed by EMM after experiencing the issue, the device needs to be re-provisioned using the standard provisioning process.

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