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Last updated: Dec 16, 2020 16:21

Problem

The connection of iOS devices to the cloud relies on an established trusted relationship between the device and the connected server. Upon first plugging in the device to the server, the user is greeted with a trust pop-up to confirm this connection. If the relationship is broken by any means, the device enters into an ERROR status until the relationship is re-engaged by accepting the Trust on the physical device.

Cause #1:

The most common cause for this issue is resetting of All settings on the device from Settings > General > Reset, followed by a device restart.

Solution #1:

To re-establish the trust of the device to the server, contact Perfecto Support.

To prevent this issue, refrain from resetting the settings on the device remotely. If resets are required, contact Perfecto Support so that the reset can be performed without causing additional downtime of the device.


Cause #2:

When a customer navigates to Settings > General > Reset Location & Privacy, this also breaks the trusted relationship.


Solution #2:

Do not click to reset location & privacy settings, in the Settings > General > Reset menu. 

To prevent this issue, refrain from resetting the settings on the device remotely. If resets are required, contact Perfecto Support so that the reset can be performed without causing additional downtime of the device.