This article is based on the product specifications as of November 2025.
※If an error message not listed in the table is displayed, or if the issue is not resolved after following the countermeasures, please record the following information and contact your system administrator.
Additionally, HENNGE One admins should provide this information to HENNGE One Technical Support.
・Error message
・[Device Certificate Information] found in the device certificate issuance email
| HENNGE Device Certificate for Android | |
|---|---|
| Error Message | Cause and Solution |
| The current device cannot use this service. Please access from the device specified by the admin. |
・It may not be an Android device. Please check if it is installed on an Android device. ・Please try installing using the OS and browser listed under "Android" in the table of [OS / Browser] - [HENNGE Device Certificate (including import tool)] in the following article. HENNGE One Supported Environments ・Try switching the display mode (mobile view / PC view) in the browser (Google Chrome) or app settings used during the installation of the device certificate and try installing again. ※ Depending on the display mode, it may be judged as not being accessed from Android. About Switching Display Modes in Google Chrome |
| The certificate does not exist, or the request data is invalid. |
A device certificate corresponding to your device has not been issued. Please execute the installation of the device certificate from a device permitted by the admin. The admin should verify that the issued device certificate matches the device information (GUID). ・If the "Cybertrust Device iD for GUID" app is running but "Cybertrust DeviceiD for GUID" is not displayed at the top of the screen, a different app may be open. Please uninstall the running app and try again. ・If "Cybertrust Device iD for GUID" is not installed, follow the steps in [Device Certificate] Check Device ID (GUID) (Android) to install it, and try reissuing and installing the device certificate with the GUID displayed in the installed app. ・For Android 11 and later, please register the device certificate with the GUID. (Reference: "Installing HENNGE Device Certificate (Android 11 and later)") ・The admin may have revoked the certificate. Please contact the system admin. ・The download expiration date may have been exceeded. Please contact the system admin. ・The version of the Cybertrust app may not be the latest, so please reinstall it. ・If the relevant Android device is managed by MDM, please check if the installation of the device certificate is restricted on the MDM side. If restricted, check if removing the restriction improves the situation. |
| A communication error occurred while obtaining the certificate. |
・An error occurred due to communication failure or other reasons. Please wait for a while and try again from an environment with good communication conditions. ・The version of the Cybertrust app may not be the latest, so please reinstall it. ・It may be blocked by a proxy server, so please contact the system admin. ・The version of the Cybertrust app may not be the latest, so please reinstall it. |
| Please enter the correct password |
・Please enter the set password. [Device Certificate] Install Device Certificate (Android GUID) →STEP6 |
| Please enter a password of 6 to 12 digits | Please enter a password of 6 to 12 digits |
| Please launch from the specified link | It is not launched correctly. Please follow the instructions in the device certificate issuance email. (Tap the URL for certificate installation in the device certificate issuance email to launch the app) |
| After tapping the URL, only the logo is displayed and the installation does not proceed. |
It is possible that Cybertrust DeviceiD for GUID is not installed on the device.
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