Sophos Mobile Control: Registration of a device fails with Error -27

  • Article ID: 116994
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  • Updated: 22 May 2014


During registration of an iOS device using the Sophos Mobile Control Self Service Portal you see the error:

Error -27

The device does not receive a download link for the iOS bootstrap and therefore cannot be configured properly. Within the server.log the following error can be observed:

Could not personalize iOS MDM profile template java.lang.Exception: could not find keystore or password

Known to apply to the following Sophos product(s) and version(s)

Sophos Mobile Control

Operating systems


This error occurs because the Apple Push Notification Service (APNS) certificate is not uploaded to the Sophos Mobile Control server.

What To Do

Note: In order to successfully register a device you have to upload your APNS certificate to the server. If you do not yet have an APNS certificate, you must create one as described in the pdf Getting your APNS certificate with Sophos. Please note, in step 2 of the procedure in this pdf, do not use blanks in the company name. This is to avoid issues when uploading the certificate to the Apple Push Certificate Portal.

Open Sophos Mobile Control web control and log in to your Sophos Mobile Control customer

  1. Go to Settings
  2. In there, switch to the APNS tab and browse for your pkcs12 APNS keystore.
  3. Select the pkcs12 file and press the "Upload" button.
  4. Enter the password appropriate to the pkcs12 file.
  5. Save the configuration and try again to register the device.

If you need more information or guidance, then please contact technical support.

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