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I am trying to set up a fresh installation of Company Portal on a brand new Android device. When I first got the device I was able to set up the work profile and access my work emails, calendar etc absolutely fine. However, due to me then forgetting the passcode (not my password, or phone PIN) I ended up having to uninstall Company Profile, and then try to reregister.
But upon reinstalling Company Portal and trying to set up a work profile on the same device that was previously working, I am getting an error message that the work profile could not be created. I have even done a factory reset of the device and I'm still not able to create a profile.
Troubleshooting done so far:
None have worked. I have collected the logs during the setup process and had Copilot analyse them. Copilot believes the issues are due to
My organisations IT support team are stuck on what to do, and can only suggest following the troubleshooting steps I have already completed, or contact Microsoft for help, hence me being here.
IT Support have also confirmed:
Any ideas on what I can do? Can I ADB into the phone to forcibly remove the work profile, if it even exists or partially exists?
Thanks
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@Dave M Thanks for posting in our Q&A.
For this issue, please make sure that this android device has enough free space.
Then try to go to app drawer and hold Company Portal app for two seconds. Go to app settings and clear data (clear all data). Now come back to company portal and create a profile.
If this issue still exists, off course, you can use adb tool to see if any profile existing and delete it.
1.Use adb tool to list the account situation on your phone:
adb shell pm list users
https://learn.microsoft.com/en-us/dual-screen/android/emulator/adb
2.If any existing work profile existing, use adb shell pm remove-user to delete this work profile on your device and enroll again.
If there is anything update, feel free to let us know.
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@Xenia-MSFT Thanks. I definitely have enough free space, over 300GB of storage is available.
I had already tried clearing cache and data but that didn't help. I also assumed that uninstalling cleared the cache and data too?
If I ADB to delete the work profile, how do I tell which profile listed is the work one?
I have successfully connected via ADB but the only profile listed is my personal one. There's definitely no work profile listed when connecting with ADB, not even a disabled one.
I have also used ADB to list the Microsoft packages installed. None are listed as being work versions, and I have uninstalled the personal versions of Outlook, Word, Excel, PowerPoint, and Copilot. All that remains is Sky Drive/One Drive, and Office Hubrow.
This hasn't fixed the issue either.
@Xenia-MSFT are there any other suggestions to try? My organisation's IT team are certain this is a device based problem, but everything on my device would suggest that it meets all the requirements and there are no adverse settings to look at
@Dave M I apologize for the delayed response because I took a vacation. Honestly, there is no helpful information I can share with you. Given this situation, it is suggested to create an online support ticket to do some check from background. Here is the support link:
https://learn.microsoft.com/en-us/mem/get-support
Thanks for your understanding and hope everything goes well with you.
Thanks @Xenia-MSFT
I have managed to get it working within the last hour. Turns out it is an issue with the Samsung S25U (there is a 26 page thread on the Samsung support forums about it) and I have fixed it by first installing Android Device Policy from the Play Store.
After that, the setup and registration went through as normal.
@Dave M Thanks for your update.
I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A forum has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", I'll repost your solution in case you'd like to accept the answer.
Issue:
Cannot create work profile in Android 15
Solution:
It is an issue with the Samsung S25U. Here is the discussion in Samsung community forum:
Note: Non-Microsoft link, just for the reference.
It is suggested to try to fix it by first installing Android Device Policy from the Play Store. After that, the setup and registration will go through as normal.
Thanks again for your sharing.
If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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