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monika
Level 1.5: Cupcake
January 8, 2026
Solved

Chrome device not syncing to EMM portal

  • January 8, 2026
  • 3 replies
  • 2 views

We are trying ChromeOS management via EMM where the existing domain account we have works fine i.e we are able to enrol and device sync is also happeneing on EMM side but when I am trying the same with another customer account though the account is showing as enrolled in the Google console, it's not syncing to EMM. There is no error also on backend. Looks like the api to fetch the device list response is empty.

 

We have partner access setting enabled in the customer account still facing same. Is there any other settings on the console we need to check? 

Note: Customer account has the purchased the Trial Chrome upgrade.

Best answer by Lynda

Again, thanks @monika , while IBM MaaS360 is a partner for Android EMM (Mobile Device Management), I'm afraid it is currently not an official ChromeOS EMM partner.

 

You can manage Android applications and some mobile-centric settings through the integration, but the deeper ChromeOS Device Management (which handles the device list, OS-level policies, and hardware-specific settings) requires a partner that is officially integrated with the ChromeOS Management APIs.

 

If your existing domain account appears to be syncing, it may be pulling in "user-level" data or legacy data that hasn't hit the API limitations yet. However, for the new customer account using the Trial Chrome Upgrade, the sync is likely returning an empty response because the management handshake between Google and MaaS360 isn't established for ChromeOS-specific device entities.

 

To ensure full control over your ChromeOS devices, including those on the trial upgrade, we recommend managing them natively through the Google Admin Console. This is the most robust way to enforce device and user policies, monitor device health and reporting in real-time and remotely wipe or disable lost/stolen devices.

 

For a list of EMM providers that are currently certified for ChromeOS policy management, you can refer to our official support page here: Manage ChromeOS devices with EMM console.

3 replies

Lynda
Lynda
Community Manager
January 8, 2026

Hi @monika thanks for reaching out. Please could you confirm the EMM you are using against the customer account?

M
monikaAuthor
Level 1.5: Cupcake
January 8, 2026

We are using IBM MaaS360.

Lynda
LyndaAnswer
Community Manager
January 9, 2026

Again, thanks @monika , while IBM MaaS360 is a partner for Android EMM (Mobile Device Management), I'm afraid it is currently not an official ChromeOS EMM partner.

 

You can manage Android applications and some mobile-centric settings through the integration, but the deeper ChromeOS Device Management (which handles the device list, OS-level policies, and hardware-specific settings) requires a partner that is officially integrated with the ChromeOS Management APIs.

 

If your existing domain account appears to be syncing, it may be pulling in "user-level" data or legacy data that hasn't hit the API limitations yet. However, for the new customer account using the Trial Chrome Upgrade, the sync is likely returning an empty response because the management handshake between Google and MaaS360 isn't established for ChromeOS-specific device entities.

 

To ensure full control over your ChromeOS devices, including those on the trial upgrade, we recommend managing them natively through the Google Admin Console. This is the most robust way to enforce device and user policies, monitor device health and reporting in real-time and remotely wipe or disable lost/stolen devices.

 

For a list of EMM providers that are currently certified for ChromeOS policy management, you can refer to our official support page here: Manage ChromeOS devices with EMM console.

M
monikaAuthor
Level 1.5: Cupcake
January 10, 2026

Thanks for the clarification and after enabling few settings from the admin console like making user Super Admin and enabling partner access to EMM at both device and user level, we saw the devices are syncing perfectly in the EMM portal. 

Now the other issue we are facing is the policy set on the EMM portal are not applying on the device even though the last sync time of the device is up to date. 

I believe there are few settings in the admin console which is required for the same. And for device and policies these settings are not properly highlighted in the documentation currently. 

If you can let us know what all such settings from the admin console we need to edit for managing devices via EMM that will be great.

M
monikaAuthor
Level 1.5: Cupcake
January 10, 2026

This is the error I am getting in backend on trying to applying policy:

{

  "code" : 400,

  "errors" : [ {

    "domain" : "global",

    "message" : "Device does not have CDM API enabled. Enable CDM API for the corresponding OU in Google Admin Console.",

    "reason" : "failedPrecondition"

  } ],

  "message" : "Device does not have CDM API enabled. Enable CDM API for the corresponding OU in Google Admin Console.",

  "status" : "FAILED_PRECONDITION"

}

Lynda
Lynda
Community Manager
March 5, 2026

Hi again ​@monika, I feel this will again relate to the fact that while IBM MaaS360 is a partner for Android EMM (Mobile Device Management), I'm afraid it is currently not an official ChromeOS EMM partner.

 

Therefore deeper ChromeOS Device Management (which handles the device list, OS-level policies, and hardware-specific settings) requires a partner that is officially integrated with the ChromeOS Management APIs.

 

For a list of EMM providers that are currently certified for ChromeOS policy management, you can refer to our official support page here: Manage ChromeOS devices with EMM console.

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