Troubleshooting Device Trust Error "Device Must Not Be Rooted"

Overview of Problem

Device Trust on the Android Mobile app fails to detect rooted devices if the device cannot connect to the Google Play Store. This issue affects users who have the Root Detection setting enabled in the Admin Console and are unable to access the Google Play Store due to network restrictions or other connectivity issues.

Process for Resolution

1. Check Google Play Store Connectivity:
   • Ensure your device can connect to the Google Play Store.
   • If the site is blocked or unable to connect, the root detection check will fail.
2. Admin Console Settings:
   • If comfortable, turn off the Root Detection setting in the Admin Console.
     • Note: Due to security concerns, this might not be the best option for your enterprise.
3. Workarounds:
   • Use a VPN to bypass network restrictions.
   • Side-load the Google Play Store if necessary.

Outcome

• If the device can connect to the Google Play Store, the root detection check will succeed, and you will be able to access Box.
• If the Root Detection setting is turned off, you will be able to access Box without the root detection check.

Alternatives

• If the issue persists, submit a ticket to Box Support with the following information:
  • Login address of the affected user
  • Timeframe of failed login
  • Video recording of the login attempt
  • Scope of impact (whether the issue affects a specific user/device or all users/devices)