Troubleshooting: Mobile Profiles Fail to Download on Newer Versions of iPadOS

Version Affected: All
 
 

Overview

On iPadOS 13 and later, attempting to download a mobile profile from SecureAuth can fail with one of two errors: "Unable to download the profile - 4-Please contact admin - Unable to contact the Certificate Authority (WSE 3.0 configuration is incorrect)" or "Safari could not install a profile due to an unknown error." Even if a profile does appear to install, it may be missing the certificates needed for other purposes, such as VPN access.

Cause

Apple changed iPadOS's User Agent starting with iPadOS 13. Previously, an iPad reported itself using a MobileOS / iPad User Agent; newer versions report using a MacOS User Agent by default instead, which SecureAuth's mobile profile download does not expect.

Resolution:

To resolve this, change the iPad's User Agent back to MobileOS / iPad:

1. On the iPad, go to Settings > Safari > Request Desktop Website.
2. Turn off the All Websites setting.
3. Retry downloading the mobile profile.

The mobile profile should now download successfully, the same as on earlier iPadOS versions.
 
 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.