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ATT Secure Family Companion cannot install profile to iphone 13
When I try to restore the protection features on my son's iphone 13 mini, the last step is to download and install a MDM configuration profile. Whenever I attempt to install this profile, I get the following error message: "A connection to the MDM server could not be established."
I have insured that Apple Screen Time is not enabled. I have attempted the installation multiple times over the last 36 hours at various times of the day. I also updated the phone software to the latest version, 15.2.
ATTHelp
Community Support
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231.4K Messages
2 years ago
You've come to the right place to find out how to install the protection features on your son's iPhone 13 Mini, @kisiolek! Let us look into that for you.
We invite you to our check out AT&T Secure Family User Guides for details about pairing the companion app on an iOS/Android cellphone.
As detailed at Pairing iOS Chile Devices, you will want to make sure the device "does not have another parental controls app or MDM profile installed, and that it does not have short codes blocked".
Once that's complete, visit the website to download the profile as usual. You will need to manually go to the device settings, find the profile and tap install. To complete pairing, follow these steps to install the profile that you downloaded:
Give this a try and let us know how this worked for you!
Lar, AT&T Community Specialist
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tmtulcs
New Member
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2 Messages
2 years ago
I have the same issues installing on iPhone 12 and 13. I would assume from the lack of answer on the mdm server issue that there is no answer. The app worked fine on older models so they probably have not been able to get it to work on the new iPhones.
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ATTHelp
Community Support
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231.4K Messages
2 years ago
Hey, tmtulcs! We're here to look into your Secure Family concern. Let's meet in a Direct Message to discuss more. Please check your Direct Message Inbox which is the chat icon next to the bell icon in the upper right corner of the Forums.
Jonye, AT&T Community Specialist
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tmtulcs
New Member
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2 Messages
2 years ago
On the phone and chat for three hours. The app is tied to the old phone and needs to be unpaired.
1. delete the app and the profile download in settings.
2. send link from parents phone
3. download link on childs phone
4. choose "unpair", do not install at this point.
5. parents get a text that the phone is no longer paired.
6. now procced with installing the app, pairing and finally installing the profile.
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ocvl
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1 Message
1 year ago
You’re the real MVP. Thank you for updating the post with the actual answer since it seems ATT had no intention on updating it.
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