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Device Trust Error: Device Must Not Be Rooted

has_image , End User , Device Trust , Root , Troubleshooting , Box Mobile , Article , Product Utilization , Established


Screen Shot 2018-03-19 at 4.28.55 PM.png

 

Environment


This is for the Android Mobile app with the Root Detection setting selected for Device Trust.

Device_Trust_Error_Device_Must_Not_Be_Rooted.png


Troubleshooting Steps


Is your device allowed to connect to the Google Play Store? If the site is blocked or unable to connect for any reason this check will fail.


Workaround


  1. If you are comfortable you can turn this setting off in the Admin Console. Due to security concerns this might not be the best option for your enterprise.
  2. There may also be ways around it such as going through a VPN and side loading the Google Play Store

The Box team is aware that this is a limitation and are working on creating a device root check without needing to connect to the Google Play Store!


Root Cause


In order for Device trust to undertake a rooted device detection we need to be able to connect to the Google Play Store, if we can not the devise trust will fail and the user will not be able to access Box.

 

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