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G_W_Albrecht
Legend
Legend

Harmony Mobile user transfer

For a test drive, i added an iOS user to my Harmony Mobile portal in Infinity. As he did like Harmony Mobile, i did as follows:

  • deleted app and data from iOS
  • added the user to his own Harmony Mobile portal
  • sent activation to user
  • user re-installed Harmony Mobile using the activation link
  • when opening the Harmony Mobile app, user still was connected to the old portal and the registration to the new portal was not possible

Is this a known issue ? What experiences did others have with Harmony Mobile ?

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5 Replies
PhoneBoy
Admin
Admin

Having been through this myself on more than one occasion, you have to remove the device from whatever portal it’s associated with before associating it with a different one.
I believe we can do this on the backend (via a TAC case) if you don’t have access to the relevant portal. 

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G_W_Albrecht
Legend
Legend

The issue was not with removing from portal, but with local re-install. Although iOS tells me that the app and all its data is deleted, after re-install the app is still connected to the old portal and the registration to the new portal is not possible.

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Yuval_Sered
Employee
Employee

Harmony mobile (HM) has a component that is called "HM Gateway" (not to be confused with any CP GW :-)) this is a centralized  component that links between a device and a tenant/portal. if you already have a device registered to an HM tenant it will always keep routing you to that tenant no matter what - even if you delete the app from teh ios and reinstall. As suggested above you need to access that old portal/tenant and remove the device - if that tenant is integrated with MDM/UEM the integration  will keep adding you in there over and over again so the best practice in this case is to move the user from the HM-MDM synch group in the MDM. if you do not have an MDM just try again to access the old tenant (HM Dashboard) and manually remove the device). if that doesn't help then open a TAC ticket with all details tenant name (IP Account Name tenant ID) and  send the logs from the App in the ios device.

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G_W_Albrecht
Legend
Legend

I see, so that is not possible locally on the device.

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Cyber_Serge
Collaborator

We were using Sandblast mobile and now move to Infinity Portal. The transition was smooth and all devices ported over. Overall experience is smooth. The only problem is that we are missing email address and device number on the Infinity Portal. We have a TAC case open for that issue. (We are using Intune with Sandblast)

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