Windows Phone 8 devices cannot be registered anymore and opening the Mobile Control app on already registered devices causes an error

  • Article ID: 120380
  • Updated: 14 Jan 2014


Registering new Windows Phone 8 devices on a Sophos Mobile Control is currently not possible.
After entering all required information for the app and pressing the "sign in" button an error is shown saying that the company account could not be set up.
On already registered devices it is not possible to open the Sophos Mobile Control app.
A message is shown with the following content: "There's a problem with Mobile Control. You can first try to buy the app, but if that doesn't work, you'll need to uninstall the app and install it again."

First seen in

Sophos Mobile Control 3.6
Sophos Mobile Control 3.5
Sophos Mobile Control as a Service 3.6

Operating systems
Windows Phone 8

What To Do

Sophos is planning to release a patch for version 3.6 which fixes the issue automatically after it was installed. As long as the patch is not available, the following procedures can be used to gain full functionality.

Already registered devices

This is only necessary if the functionality of the Mobile Control app is required. Other features like profile deployment are still working.
Users with devices which are already registered on a Sophos Mobile Control server should uninstall the Mobile Control app and reinstall it according to knowledgebase article 120370.

New devices

If new Windows Phone 8 devices should be added to a Sophos Mobile Control server the procedure below must be followed.

  1. Open services.msc
  2. Search the service SMCSVC
  3. Stop the service and wait two minutes - Do not use the "Restart" button
  4. Start the SMCSVC service again

After following these steps, Windows Phone 8 devices can be registered again.


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

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