When authenticating in Remote Management page the AD user cannot authenticate. Then it gets an error message:

Your credentials are either missing or wrong. Try again



 

- Since "Remote Management" takes the AD credentials, make sure the AD user object login name matches and also check the email address is correctly entered in the "Email" field in Active Directory
- Remove the user from the console (Manage > Users)
- Remove the DEP device (Manage > Devices) and wait for DEP token to sync and make the DEP device record active in the console back again*.

Note: You can test the ABM DEP Token connectivity from Settings > Apple Deployment Program.
- Finally, perform a Hard Reset to the DEP device manually (The hard reset way will depend on the iOS model being affected)

* DEP Token may take time to sync the device within CEM

Problem Cause

Even if other DEP devices are authenticating correctly in Remote Management, there is always a possibility the AD user was not synchronized as expected in CEM, causing authentication issues. In addition to this, when this scenario happens, if the admin authenticated using another account to test AD creds as a whole, the remote management page gets corrupted and will not take the affected user's credentials, meaning the admin will have to hard reset the DEP device again