iOS ABM device shows 'The configuration could not be downloaded' error during provisioning

iOS

AndroidiOS

If your iPad shows the error "The configuration for your iPad could not be downloaded" during Esper provisioning after being transferred from another MDM, you need to register the device's serial number in Esper before syncing it through Apple Business Manager (ABM).

Before you begin

Make sure you have:

• The device's serial number (found on the iPad's physical case or in Settings → General → About)
• Access to the Esper Console with provisioning permissions
• The device assigned to your Esper in Apple Business Manager

Step 1: Register the device serial number in Esper

1. In the Esper Console, go to Provisioning.
2. Select iOS as the device platform.
3. Select Seamless Provisioning as the provisioning method.
4. Choose the appropriate Blueprint and Provisioning Group for the device.
5. Enter the device's serial number.
6. Click Add Device.

Note: If the Add button is grayed out, the serial number may already exist in your tenant. Check Devices & Groups to see if the device appears in a pending or orphaned state. If it does, remove or reassign it before trying again.

Step 2: Sync your ABM configuration

1. Navigate to Apple MDM Management in the Esper Console.
2. Click Sync to push the updated enrollment configuration to Apple's servers.

Step 3: Factory reset the iPad

Choose one of these methods:

• Via device settings: Go to Settings → General → Transfer or Reset iPad → Erase All Content and Settings.
• Via Recovery Mode (if the device is unresponsive): Connect the iPad to a Mac or PC, open Finder, and select Restore.

Step 4: Complete provisioning

1. Reconnect the iPad to Wi-Fi during initial setup.
2. The device should now contact Esper's MDM server and download the configuration profile.
3. The device will progress past the "Remote Management" screen and begin enrolling into your Esper tenant.
4. Verify the device appears as Active or Provisioning in the Esper Console under the assigned group.

Troubleshooting

The Add button is still grayed out

If the Add button remains grayed out after confirming no duplicate registration exists, contact Esper Support. The ABM-synced record may need manual resolution.

The device won't factory reset

If Activation Lock is enabled from the previous MDM, you must first release the device from Activation Lock via ABM:

1. In ABM, go to Devices.
2. Select the device.
3. Click Edit MDM Server.
4. Click Release.

After releasing, you can perform a clean factory reset.

The device still cannot download the configuration

Verify the following:

• Your Wi-Fi network allows outbound HTTPS traffic on port 443 to both Apple and Esper endpoints.
• The Esper server certificate is trusted on your network.
• The device's serial number is correctly registered in Esper with a blueprint and provisioning group assigned.
• The ABM sync has completed successfully.

If the issue persists after checking all of these items, contact Esper Support.

Important notes

• The correct provisioning order is: register the serial number in Esper → sync ABM → factory reset the device. Do not reverse these steps.
• Devices that appear in your Esper tenant after an ABM sync are not automatically provisioned. You must always explicitly register the serial number with a blueprint and provisioning group.
• If the device was previously managed by another MDM, ensure it has been fully released and unenrolled from that MDM in ABM before reassigning it to Esper.

Still need help?

If you've completed all the steps above and the device still cannot provision, submit a support ticket and include the device serial number, the error message, and the provisioning group and blueprint you assigned.