Error 10015: Unrecognized Device. Please try again or contact your administrator.

Cause

Every time a device attempts to connect to Salesforce instance for syncing, it transmits its Device Id and IMEI number. Under normal circumstance this pair of numbers are fixed. Error 10015 occurs if Device Id is the same but the IMEI number no longer match what is in the Salesforce record.

• A possible root cause is that the device is connecting to the internet via a second SIM card slot 2 in a dual SIM phone (currently only the first SIM card slot should be used.)
• In rare cases it could be due to a change in Device Id - especially if the device has been rooted or modded, for example with Cyanogenmod.

Solution

Confirm that you are using the correct version of the app and change the version if required.  If the phone is a dual SIM phone, make sure that only Slot 1 has a SIM card in it. If this does not apply to your situation, then the conflicting device record(s) must be cleared.

First open the Device Tab within Salesforce (usually you need click the ‘+’ first to find it in a list) and click Go! You should see a table similar to the one below. If you don’t see Device Id and IMEI as columns, click Edit (red circle) and make the necessary changes to this view.

1. Install the Android ID Changer on your device and follow the instructions here to find the Device Id. Delete the record with the matching Device Id
2. Try logging in again. If the problem persist please contact TaroWorks Support.