Troubleshoot issues with Hexnode Service application on macOS

Hexnode UEM Helper is a service application that operates at the user level on macOS devices enrolled in Hexnode UEM. It is automatically installed when the Agent app is installed on the device. If this app is disabled among the Login Items on a macOS device, user-specific actions will not function properly.

1. The Scan Device Location action, Remote View and Remote Control or Wallpaper policy may fail with the following error message:

   “The Hexnode Service application could not be contacted at this time. This could be due to one of the following reasons:

   • The device is in a locked state
   • The application is not active on the device

   Please try again later.”

   

   Possible Causes:

   This error message can occur in two scenarios:

   • If the device is in a logged-out state.
   • If the Hexnode UEM Helper app is disabled among the Login Items.

   Solutions:

   • Ensure the device is logged into the user account while applying these actions or policies.
   • Ensure that Hexnode UEM Helper is not disabled among Login Items (System Settings > General > Login Items).