Troubleshoot Symphony for Intune app sign-in issues

If you are using Intune MDM and experiencing sign-in issues using the Symphony for Intune Mobile app, the steps below should help you resolve the issue. Please share the requested information with us in case further investigation is needed.

  1. Make sure the user account has an Intune license assigned.
  2. Make sure the Symphony for Intune app has Admin Consent - See page 4 of the Symphony for Intune App Configuration Guide (Sign-in to Symphony Docs is needed).
  3. Make sure the user account is part of the Intune AppConfig and App Protection policies.
  4. Make sure the user is using the same account, meaning that the account has an Intune license, on the Company Portal, Authenticator app, and Managed Edge browser (if applicable).
  5. Make sure the Per-App VPN or Microsoft Tunnel (if applicable) has no issue and is turned on (connected).
  6. Access your SSO URL in a browser on the affected device and confirm if you can access or not (SSO URL: https://<company name>.symphony.com/login/sso/initsso).
  7. Review the Sign In logs in Azure/Intune MDM Portal for errors.
  8. Capture and share the screenshot of the error message with the support team.
  9. Export the Symphony for Intune app logs by following the steps described in Android - Capture Androids logs or iOS - Capture iOS logs. 
  10. Share the Microsoft Intune logs with the support team for investigation after following these steps for Android or iOS:

Android

    1. Reproduce the issue and close the Symphony for Intune app.
    2. Open the Company Portal app, then tap Menu > Help > Send Logs from the home screen.

iOS

    1. Reproduce the issue and close the Symphony for Intune app.
    2. Go to the iPhone Settings, search and select the Symphony for Intune app, and enable Display Diagnostics Console.
    3. Launch the Symphony for Intune app, click the Get Started option, then Share Logs, and select the email app to send the logs to the support team.