Why do I get "Profile Installation Failed" when installing on iOS

Overview

 

Why do I need to install an MDM profile?

To monitor activity on an iOS device, Qustodio requires you to install a Mobile Device Management (MDM) profile. This means that if you don’t install the MDM profile, you won’t be able to protect your child with Qustodio.

 

How do I install the MDM profile?

To install Qustodio MDM profile: 

  1. Go to your child's device Settings
  2. Select Profile Downloaded
  3. Tap Install in the top right corner and follow the steps on the screen
  4. Come back to the Qustodio Kids App to validate the profile. 

Please read the installation guide.

 

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What do I do if I get a "Profile Installation Failed" error?

If you see a Profile Installation Failed message during setup make sure your device is connected to the Internet, then try again.

If you still see the error, follow the appropriate steps below:

 

Only one MDM profile can be installed on a device. 

If you see an error message regarding a payload mismatch you probably already have a profile installed on your device. You just have to remove the existing MDM profile and install Qustodio's.

Here are some simple steps to help you remove the existing profile, so you continue installing Qustodio on your iOS device:

  1. Go to the device Settings.
  2. Tap General and scroll down until you see VPN& Device Management.
  3. Tap VPN& Device Management and then tap the Mobile Device Management profile you see on your screen.
  4. Tap Remove profile at the bottom of the screen. Depending on how your iOS device is configured, you might have to enter your passcode here to continue.
  5. Next, tap Remove again. Once the screen refreshes, you will see that there is no longer any profile installed.

You can now go back to Qustodio Kids and continue your installation.

If you're still having trouble installing Qustodio, use these steps.

 

If you’ve restored your child’s new iPhone or iPad  from an old device backup.

You can run into the error code 401 when Qustodio has been restored from an old device backup. To complete the installation remove the old device from your account first:

  1. Go to Qustodio Parents app and tap on My Family side menu to access the Devices section.  Delete any previous iOS device your child had there.
  2. Then head to the child’s device and open Settings. Go to General and scroll down to  VPN & Device Management.  If there's any profiles listed there, please remove them. 

You can now go back to Qustodio Kids and continue your installation.

If you're still having trouble installing Qustodio, use these steps.

 

If you got a generic connection error.

If Qustodio’s MDM profile has issues connecting to our servers or validating the certificate during the installation please use these steps.

 

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