Common Issues while enrolling Windows devices in Hexnode UEM

1. Unable to enroll the device using the Hexnode Installer application. The installation gets stuck in the “Setup” screen with the error message – “Could not download Hexnode Agent for Windows.”

Cause(s):

• The device might have lost internet connectivity. The enrollment fails since a stable connection could not be established with the Hexnode server.

Solution(s):

• You can connect your device to another network and try re-enrolling your device again using the Hexnode Installer application.

2. When the user tries to download the Hexnode Installer application using the “/enroll” method, they are unable to download the app and the following error message is displayed:

“According to your corporate policy, only the following device types can be enrolled and can access the corporate resources: iPad, iPhone, iPod, macOS, tvOS and Android. Contact your company’s IT administrator for more information.”

Cause(s):

• In the Hexnode portal, Windows has not been selected in the list of allowed device models. Hence, only those selected device models will be allowed to get enrolled into the Hexnode portal.

Solution(s):

• Login to your Hexnode portal and navigate to Admin > Enrollment > Enrollment Restrictions and check the Windows option in the list of Device Models allowed.

3. When the user tries to enroll his device, the enrollment fails and he gets an error message, “Your device is already being managed by an organization”.

Cause(s):

• Your device is already enrolled and managed by another MDM solution. Since a device cannot be enrolled into more than one MDM, the enrollment fails.

Or,

• The Windows registry has been modified on the device, which causes the device enrollment to be blocked.

Solution(s):

• You can disenroll your device from the previous MDM and try re-enrolling your device again. Once disenrolled, you will be able to successfully enroll your device to Hexnode or any other MDM solution.

Or,

• Search for the registry key ‘ExternallyManaged’ at the registry path ‘HKLM\Software\Microsoft\Enrollments’ and delete it or set its value to ‘0’.

4. Enrollment disrupted with “You’ll need a new app to open this ms-device-enrollment link” message.

Cause(s):

• While trying to enroll using the Hexnode Installer app, the enrollment process is stuck at the Setup step and shows the error message – “You’ll need a new app to open this ms-device enrollment link”. This error could be occurring because of corrupt or missing files and conflicting settings related to MDM enrollment.

Solution(s):

• Try the native enrollment method:
  1. On the device, open Settings > Accounts > Access work or school.
  2. Select Enroll only in device manager.
  3. Enter your enrollment server and username to get started.
  4. Once you’ve successfully enrolled, rerun the Hexnode Installer app to install the Hexnode Agent.
• Initiate enrollment with the browser.
  1. Open a new Microsoft Edge or Google Chrome tab, type “ms-device-enrollment:?mode=mdm” on the address bar and hit Enter.
  2. The Set up a work or school account window should appear from where you can continue with the native enrollment method.
• If the error persists, try updating the OS from Settings > Update & Security > Check for updates. That should resolve any known issue with the OS, and you can continue enrolling your device on a stable platform.

5. When attempting to enroll a device normally, it gets redirected to co-management, despite no other MDM managing the device.

Cause(s):

• Modification of the Windows registry on the device.
• MDM Enrollment is disabled in the Group Policy of the device.

Solution(s):

• Locate the registry key ‘ExternallyManaged’ at the path ‘HKLM\Software\Microsoft\Enrollments’ and either delete it or set its value to ‘0’.
• In the Group Policy editor, navigate to Computer Configuration > Administrative Templates > Windows Components > MDM and disable the group policy for the ‘Disable MDM Enrollment’ setting.