Some issues when adding the school google account to personal devices

[JesusKedaro]

Hello everybody!

We are a language school that has contracted the Education Plus account and we are in the process of integrating Google Workspace. 

We are having a lot of trouble getting our school's Google account on students' personal devices. 

These are the incidents:

When students enter their emails, a work profile is installed on their android devices. Although many of the users have been able to access GC with their work account, other users have had problems and have not been able to access it.

 In some of these devices, the message “An error has occurred while retrieving the information from the DF-DFERH-01 server” appears when we try to download GC from the work profile.

Some of the students who were able to get GC on their devices are having problems accessing Google Forms (only from Android tablets and mobiles), they cannot do the homework when it is sent in this format.

I suspect that it would be easier if we disabled the option to create a work profile on student devices from the administration console. However, I'm not sure if doing this would reduce school security and would delete every content students already have on those work accounts. 

Has anyone had any similar issues before?

Thank you very much. 

Jesús Sánchez 

[christiannewman]

Hey @JesusKedaro.

Disabling work profile (by switching from advanced management to basic management) would certainly reduce admin controls including the ability to approve and wipe devices, set certain security policies and access more detailed reporting to aid in security investigations.

Disabling work profiles wouldn't delete any content from the students' Google Workspace account, but it would remove it from their device and require them to re-setup their account under basic management.

The error message An error has occurred while retrieving the information from the DF-DFERH-01 server appears to be a Google Play store error. Some have reported that clearing the play store cache can resolve the issue but you should also confirm that the users in question have access and install apps from the Play Store according to policies set in the Admin Console.

Google Forms is accessed in the browser at forms.google.com - are users receiving any specific error message?

[JesusKedaro]

Hello Christian, 

First of all, thank you very much for taking the time to answer. This really helps. 

I think the Google Forms issue is that their personal devices automatically open a web browser through the personal profile so it says something like: you need permission from your admin. But I think this problem will also be solved if we decide to remove the work profile settings and this will also reduce other issues related to accessing to Google Classroom with android devices. 

Thank you again and I will let you know if these problems are solved as soon as we make a decision about the work profiles. 

Jesús 

[christiannewman · Accepted solution]

You're probably right; they're probably trying to open Forms in the wrong account. When a work profile is set up, they must use the Chrome browser that has the work icon in the bottom right.

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