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.
- Make sure the user account has an Intune license assigned.
- 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).
- Make sure the user account is part of the Intune AppConfig and App Protection policies.
- 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).
- Make sure the Per-App VPN or Microsoft Tunnel (if applicable) has no issue and is turned on (connected).
- 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).
- Review the Sign In logs in Azure/Intune MDM Portal for errors.
- Capture and share the screenshot of the error message with the support team.
- Export the Symphony for Intune app logs by following the steps described in Android - Capture Androids logs or iOS - Capture iOS logs.
- Share the Microsoft Intune logs with the support team for investigation after following these steps for Android or iOS:
Android
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- Reproduce the issue and close the Symphony for Intune app.
- Open the Company Portal app, then tap Menu > Help > Send Logs from the home screen.
iOS
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- Reproduce the issue and close the Symphony for Intune app.
- Go to the iPhone Settings, search and select the Symphony for Intune app, and enable Display Diagnostics Console.
- 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.