"Failed to retrieve configuration" during DEP/ASM enrollment after wipe and restore

iOS

iOS

If your iPad shows a "Failed to retrieve configuration" error during Apple DEP or ASM enrollment after a wipe and restore, follow these steps to resolve the issue. This typically happens when the device's enrollment state in Apple's servers doesn't match your Esper profile delivery.

Before you begin

These steps apply to iOS devices enrolled via Apple DEP (Device Enrollment Program) or ASM (Apple School Manager) with Esper as your MDM server. Work through each step in sequence before retrying enrollment.

Step 1: Verify the device appears in your Esper DEP feed

1. In the Esper Console, go to Enrollment → DEP / Apple Business Manager.
2. Search for your device's serial number in the synced device list.
3. If the device does NOT appear: the issue is in your Apple School Manager or Apple Business Manager account. Skip to Step 2.
4. If the device appears with status assigned (not pushed): skip to Step 5.

Step 2: Confirm correct MDM server assignment in Apple School Manager

1. Log in to Apple School Manager (or Apple Business Manager).
2. Go to Devices and search by serial number.
3. Verify the device is assigned to the Esper server and not to a previous MDM provider or marked as unmanaged.
4. If assigned to a different MDM server: reassign it to Esper, then continue to Step 3.

Step 3: Unassign and reassign the device

1. In Apple School Manager or Apple Business Manager, unassign the device from the Esper server.
2. Wait 2–5 minutes for Apple's activation servers to synchronize.
3. Reassign the device to the Esper server.

Step 4: Perform a manual DEP sync

1. In the Esper Console, go to Enrollment → DEP → Sync Now.
2. Wait for the sync to complete.
3. Verify your device serial number appears in the Esper device list with status assigned.

Step 5: Remove stale device records

1. In the Esper Console, go to Devices & Groups.
2. Look for your device in a greyed-out or pre-enrollment state.
3. If found, delete this record before retrying enrollment. This prevents conflicts between the stale placeholder and your new enrollment attempt.

Step 6: Factory reset and re-enroll

1. Perform a factory reset on your iPad.
2. During the setup assistant, connect to Wi-Fi when prompted.
3. The device should now successfully retrieve the Esper configuration and complete enrollment.

Still need help?

If you've completed all steps and the device still shows "Failed to retrieve configuration," contact Esper Support. include the device serial number and the current DEP profile status from your Esper Console.