How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps MEM

How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps Microsoft Endpoint Manager. Intune troubleshooting made easy with the Azure portal. It’s recommended to start with the “Microsoft Intune – Help and support” page in the Intune portal whenever you face any issue with Intune.

In this post, we will see “How to start Troubleshooting Intune Policy Deployment Issues from Intune portal.” More tips “Troubleshoot Intune Issues” in the Video experience here.

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Update 20-Jan-2018 – When you have an iOS device, and you want to perform Intune side of troubleshooting then, Microsoft released an excellent document here “Troubleshooting iOS device enrollment problems in Microsoft Intune.”

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How to Check the status of Intune service? – Troubleshooting Intune Issues

When you have a major issue with Intune managed devices, the first place is to look at the current status of the Intune and other dependent services. You can check that from the MEM Admin Center portal Intune Tenant Admin – tenant status tab.

Under the Tenant status tab, there is a link to check the status of your Intune and other services for your tenant. Intune service status – See the current status of the service is the place where you can get the status.

You can check Intune service health for your tenant from the Sevice health and Message Center tab. Also, Intune message center provides you the details about the new changes and information related to that.

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How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps MEM 1
How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps MEM 7

How to start troubleshooting Intune Policy Deployment?

As explained above, when you have a major impact on all Intune-managed devices/users, make sure that the tenant’s health is OK. Once you are sure that there is no issue from the Intune service side for your tenant, it’s time to proceed with your policy assignment and other detailed troubleshooting. When the issue is NOT impacting all devices or users, it’s better to start with the second stage of Intune troubleshooting.

[Related Posts – How to Troubleshoot Windows 10 Intune MDM Issues]

Troubleshoot +Support is the tab from the MEM admin center portal. Select one of the users who is having issues with application or policy deployment. For example, when a user is not getting the application assigned to AAD Group. Another example is the user is not getting the compliance of configuration policies assigned.

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How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps MEM 8

I selected Anoop Nair as the user. All the details of this user will be available in the troubleshooting tab. This will help Intune admin to confirm whether we have targeted all the applications and policies to correct AAD groups. You can check and confirm whether user:-

  • Does the user have a valid Intune license or not
  • Is the user part of correct AAD group or not
  • Is the Device compliant or not
  • Status of Company Data Removal/wipe from a device

Another set of user details you can check in the troubleshoot tab of Intune blade is the Principal name of the selected user and Email ID. All the other details available in the Intune troubleshooting blade are:-

Intune license assigned to user or not
Whether Devices compliant status
Whether apps are in compliant state or not
Azure AD Group membership for the user
Mobile Apps Assignment to the user
Compliance policies deployed or assigned to users
App protection status for the devices
Configuration profile deployment status for the user
List of the devices for that user and status of devices

There are some red icons, as you can see in the video tutorial and the screenshot below. Those red icons could indicate potential issues with application or policy deployments. I could see problems with the Android device of Anoop. App protection status is not looking good for Android devices. The Intune troubleshoot blade provides a useful report that “31 apps non-compliant”.

Watch this video on YouTube.
How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps Microsoft Endpoint Manager
How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps Microsoft Endpoint Manager

There are Six (6) Assignment categories in Intune Troubleshooting blade. Each category will give you the details of the user assignments. If some assignments are missing, we need to look at the targeting AAD groups of those policies.

Mobile Apps
Compliance Policies
Configuratio Profiles
App Protection Policies
Windows 10 Update Rings
Enrollment Restrictions

The above information is important to start Intune troubleshooting from the Azure portal. We can directly go into details of each of the assigned policies for that user from the troubleshooting tab. More detailed troubleshooting can be done via looking at the device properties and hardware information of the device.

For example, you have started a company data wipe action for a device but, the device or user can still access the corporate mail from the device. Intune admin can directly search the user from Intune troubleshooting session and get all the user’s device details. Once the device is identified then, you can check the following details of the device.

Device name, Managed by, Azure AD join type, Ownership, Intune compliant, Azure AD compliant, OS, OS version, and Last check-in.

How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps Microsoft Endpoint Manager
How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps Microsoft Endpoint Manager

Last Check-In details are important in this device retirement or company data wipe troubleshooting scenario. The last check-in details will tell you when the device was in touch with Intune service is the last time. You can check the Company Data Removal action; Factory reset details, and status from the Intune troubleshooting blade.

[Related Posts – How to Troubleshoot Windows 10 Intune MDM Issues]

The Intune Troubleshooting blade is a one-stop shop for all the troubleshooting activities related to Intune device management, compliance policies, configuration profile deployments, etc..

How to raise a free Intune support case for Intune Issues?

Microsoft provides an option to raise a support case for Intune issues from Intune MEM admin center portal – Help and Support tab itself. The charges of these types of support cases are directly linked to your Intune subscription contract.

There is an option to raise an Intune support case with Microsoft’s premier contract. I would recommend using premier contract support for Intune issues that are of high impact and if you need immediate help.

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How to Start Troubleshooting Intune Issues | Fix Intune Issues with Easy Steps MEM 9

Severity options are important while raising Intune support case. Severity options should be selected as per the impact of the issue. Also, depending on the severity of the issue, the response time will vary. There are three categories, as you can see below:-

  • C- Minimal Impact – The issue which is impacting only a couple of users or devices etc.
  • B – Moderate Impact – The issues which can become critical in a couple of days if it didn’t get resolved ASAP.
  • A – Critical Impact – High Priority issues which are impacting whole lot of users

[Related Posts – How to Troubleshoot Windows 10 Intune MDM Issues]

References:-

  • General troubleshooting tips for Microsoft Intune – here
  • How to get support for Microsoft Intune – here
  • How to Troubleshoot Windows 10 MDM Policy Deployments – here
  • Intune Support Case Severity Levels and Response time – here