Migration issues

The Preview export and Preview import pages of the migration assistant show issues that require your attention.

Red exclamation mark Red exclamation mark next to an item

A condition that blocks migration. You must resolve the issue before you can start migration.

Hover over an item to show details about the issue.

Yellow warning sign Yellow warning sign next to an item

A condition where the migration assistant changes your data. If you agree to the change, no action is required.

Hover over an item to show details about the issue.

You can’t migrate. You’ve set up Android Enterprise in Sophos Central.

In Sophos Central, unbind Android Enterprise. The migration assistant transfers your Android Enterprise configuration.

You can’t migrate. Synchronization with Google Play is in progress.

Wait for a few minutes. The warning disappears when synchronization with Google Play is complete.

You can’t migrate. You’ve set up Samsung Knox Mobile Enrollment.

Revoke the Knox Mobile Enrollment (KME) configuration.

After migration, set up KME in Sophos Central. See Migrate Knox Mobile Enrollment.

You can’t migrate. You’ve set up Android QR code enrollment.

Revoke the QR code.

After migration, set up Android QR code enrollment in Sophos Central. See Migrate Android Enterprise QR code enrollment.

You can’t migrate. You’ve set up Android zero-touch enrollment.

Revoke the Android zero-touch configuration.

After migration, set up zero-touch enrollment in Sophos Central. See Migrate Android zero-touch enrollment.

You can’t migrate. You’ve set up Sophos Chrome Security auto-enrollment.

Revoke the Google Workspace connection code.

After migration, set up Sophos Chrome Security auto-enrollment in Sophos Central. See Migrate Sophos Chrome Security auto-enrollment.

You can’t migrate. You’ve set up third-party EMM integration for Sophos Intercept X for Mobile.

Revoke the connection code for devices enrolled with a third-party Enterprise Mobile Management (EMM) program.

After migration, set up third-party EMM integration in Sophos Central. See Migrate third-party EMM integration.

You can’t migrate. You’ve configured Microsoft Azure integration.

Turn off federated authentication.

After migration, set up federated authentication for Sophos Central administrators and users. See Federated sign-in (Sophos Central Admin help).

You’re already managing <X> devices in Sophos Central.

Delete the devices that you added to Sophos Central. You can add them again after migration is completed.

Wrong Sophos Central license type.

Your Mobile license in Sophos Central doesn’t support the features that you’re trying to migrate.

Contact your Sophos sales representative.

Couldn’t transfer <X> app packages.

The migration assistant couldn’t transfer some app packages that you uploaded to Sophos Mobile.

Click Confirm manual transfer of app packages to transfer the app packages manually. See Transfer app package files.

Couldn’t transfer <X> documents.

The migration assistant couldn’t transfer some documents that you uploaded to Sophos Mobile.

Click Confirm manual transfer of documents to transfer the documents manually. See Transfer documents.

Error. Couldn’t copy objects from super administrator customer.

The migration assistant couldn’t copy items that are referenced from the super administrator customer. Please try again or contact Sophos Support.

Sophos Mobile apps out of date on <X> of <Y> Android devices.

Some Android devices have out-of-date Sophos Mobile apps installed. Update the following apps, where required: Sophos Mobile Control, Sophos Secure Workspace, Sophos Secure Email, Sophos Intercept X for Mobile.

See Update Sophos Mobile apps.

Sophos Chrome Security out of date on <X> of <Y> Chrome devices.

Install the latest app version on all Chrome devices.

See Update Sophos Mobile apps.

Sophos Mobile apps out of date on <X> iPhones and iPads.

Some iPhones and iPads have out-of-date Sophos Mobile apps installed. Update the following apps, where required: Sophos Mobile Control, Sophos Secure Workspace, Sophos Secure Email, Sophos Intercept X for Mobile.

See Update Sophos Mobile apps.

Found <X> Windows Phone devices

Delete any Windows Phone and Windows Mobile devices in Sophos Mobile.

Can’t authenticate with Sophos Central. Check if your Sophos Central account exists.

The migration assistant can’t access the Sophos Central account from which you downloaded the migration token.

Check that the account still exists.

This policy uses unavailable app groups. To export it, the super administrator must assign the following app groups to the customer: <X>

To resolve the issue, do as follows:

  1. Sign in to Sophos Mobile with a super administrator account.
  2. Open the app group for editing.
  3. Click Show and select the customer that you’re trying to migrate.
  4. On the Edit app group page, click Save.

Can’t connect to the Sophos Central account from the migration token.

The migration assistant can’t connect to Sophos Central.

Try again later or contact Sophos Support.

Can’t connect to Sophos Central. Please try again later.

The migration assistant can’t connect to Sophos Central.

Check your internet connection, try again later, or contact Sophos Support.

The migration token isn’t valid. Download a new token from your Sophos Central account and try again.

The migration assistant can’t read the sophosmobile_migration.target file that you downloaded from Sophos Central. The file might be damaged.

Download a new migration token from Sophos Central.

The migration token isn’t valid because it has already been used for another Sophos Mobile account.

You already migrated to the Sophos Central account from which you downloaded the migration token.

You can’t migrate two Sophos Mobile accounts to the same Sophos Central account.

Authorization of the migration token failed. Check that the Sophos Central account still exists.

The migration assistant can’t sign in to the Sophos Central account. The account might have been deleted, or the token has expired.

Check the Sophos Central account, download a new migration token, and try again.

An internal error occurred. Please contact Sophos Support.

The migration assistant can’t connect to Sophos Central.

Contact Sophos Support.

Sophos Mobile versions of source (<X>) and target (<Y>) systems don’t match.

The Sophos Mobile product in Sophos Central has a different version than the one you’re trying to migrate.

Contact Sophos Support to find out the required version.

This task bundle uses unavailable policies. To export it, the super administrator must assign the following policies to the customer: <X>

To resolve the issue, do as follows:

  1. Sign in to Sophos Mobile with a super administrator account.
  2. Open the policy for editing.
  3. Click Show and select the customer that you’re trying to migrate.
  4. On the Edit policy page, click Save.
  5. Repeat these steps for all policies listed in the error message.

Email addresses aren’t unique.

Use a different email address for each user in Sophos Mobile.

Email addresses in Sophos Central aren’t unique.

Use a different email address for each user in Sophos Central.

Active Directory IDs aren't unique.

Sophos Mobile uses the same ID for different Active Directory user accounts. Delete the users from Sophos Mobile.