Microsoft Endpoint Manager Documentation

Troubleshooting Microsoft Intune Issues

This guide provides a systematic approach to identifying and resolving common issues encountered with Microsoft Intune, a cloud-based service that focuses on mobile device management (MDM) and mobile application management (MAM).

Common Problem Areas and Solutions

1. Device Enrollment Failures

Enrollment is the first step in managing a device with Intune. Failures here can be due to various reasons:

• Prerequisites Check: Ensure the device meets the minimum OS requirements and has a stable internet connection. For corporate-owned devices, verify that the device is not already enrolled in another MDM solution.
• MDM Authority: Confirm that MDM authority is set to Intune in your Microsoft 365 tenant. This is usually configured during initial setup.
• Licensing: Verify that the user account attempting to enroll has an Intune license assigned.
• Conditional Access Policies: Review Conditional Access policies that might be blocking enrollment based on device compliance, location, or other factors.
• Device State: For Windows devices, check if the device is properly joined to Azure AD or Hybrid Azure AD Joined. For personal devices, ensure the correct personal device enrollment options are enabled.

2. Application Deployment Issues

Applications not installing or updating can stem from configuration or device-specific problems.

• App Assignment: Double-check that the application is assigned to the correct user group or device group.
• App Type Compatibility: Ensure the application type (e.g., Win32, LOB, Store App) is compatible with the target platform and devices.
• App Size and Network: For large applications, verify that devices have sufficient storage and a stable network connection. Consider deploying during off-peak hours.
• Error Codes: Note any error codes reported in the Intune portal or on the device. Microsoft documentation provides detailed explanations for common Intune error codes.
• App Package Integrity: For Win32 apps, ensure the .intunewin file was created correctly and that the detection methods and installation commands are accurate.

3. Policy Application Problems

When configuration policies aren't applied as expected, consider the following:

• Policy Conflicts: Check for overlapping policies that might be applied to the same devices or users. Intune generally applies the most restrictive setting in case of conflicts.
• Targeting: Verify that the policy is targeted to the correct Azure AD groups.
• Device Compliance: If the policy is dependent on device compliance, ensure the device is reporting compliance status correctly.
• Sync Status: On the device, initiate a manual sync with Intune (e.g., via Settings > Accounts > Access work or school > Click account > Info > Sync).
• Intune Management Extension (Windows): For advanced policy types and Win32 app deployment, ensure the Intune Management Extension is installed and running on Windows devices.

4. Device Compliance Issues

Devices failing compliance checks often require specific troubleshooting steps:

• Compliance Policy Settings: Review each setting within your compliance policy. Ensure the device meets all defined criteria (e.g., OS version, disk encryption, password complexity).
• Defender for Endpoint Integration: If using Defender for Endpoint for compliance, ensure the integration is properly configured and the device is reporting to both services.
• Antivirus Status: Verify that the endpoint protection software is installed, running, and up-to-date on the device.
• BitLocker (Windows): If disk encryption is a requirement, confirm BitLocker is enabled and its status is being reported correctly to Intune.

5. Remote Actions Not Working

Actions like 'Wipe', 'Retire', or 'Restart' might fail if the device is offline or communication is blocked.

• Device Online Status: Check the last check-in time for the device in the Intune portal. If the device is offline, the remote action will not execute until it reconnects.
• Network Connectivity: Ensure the device has a stable internet connection and can reach Intune service endpoints.
• Device State: For a 'Wipe' action, ensure the device has sufficient battery power. For 'Retire', ensure the user is not actively using the device for critical tasks.

Troubleshooting Tools and Logs

Leverage the following resources for deeper insights:

• Intune Portal Diagnostics: The Microsoft Endpoint Manager admin center offers extensive reporting and troubleshooting features, including Device diagnostics and Tenant status.
• Log Files:
  • Windows: Event Viewer (Applications and Services Logs > Microsoft > Windows > DeviceManagement-Enterprise-Diagnostics-Provider). Also, check %ProgramData%\Microsoft\IntuneManagementExtension\Logs for Management Extension logs.
  • iOS/iPadOS: Access logs via the Company Portal app (Settings > Help > Email Logs).
  • Android: Access logs via the Company Portal app (Settings > About > Diagnostic information).
• Network Tracing: Tools like Wireshark can help identify network-related issues if devices cannot communicate with Intune endpoints.
• Azure AD Sign-in Logs: For enrollment and application access issues, review Azure AD sign-in logs for relevant error details.

Escalation

If you've exhausted the common troubleshooting steps, consider consulting the official Microsoft Intune documentation or contacting Microsoft Support with detailed logs and error information.