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How can we troubleshoot multiple devices at once using UEM?

How can we troubleshoot multiple devices at once using UEM?Solved

Participant

3 days ago

Hey everyone,

We recently had a situation where an internal app update went wrong and suddenly a bunch of our field devices stopped working properly. The issue wasn’t limited to one or two devices, it affected a large number across different locations.

Our IT team had to manually connect to each device, wait for users to accept remote access prompts, and then start troubleshooting one by one. It took hours, and honestly, it felt like the process just didn’t scale for something like this.

Is there a better way to handle these kinds of large-scale issues? I’ve heard terms like mass troubleshooting or concurrent diagnostics via UEM, but I’m not entirely sure what that actually means in practice.

Replies (1)

Marked SolutionPending Review

mary_romero

Hexnode Expert

3 days ago

Marked SolutionPending Review

Thank you for raising that question.

What you’re describing is exactly where mass troubleshooting via UEM (Unified Endpoint Management) comes into play. Instead of following a traditional one-to-one support model, this approach focuses on scaling troubleshooting operations across multiple devices simultaneously.

At a high level, it involves:

Moving from serial troubleshooting (one device at a time) to concurrent diagnostics (multiple devices at once)

Reducing dependency on end-user interaction, especially for unattended or frontline devices

Leveraging remote view and remote control capabilities directly from the UEM console

Using unattended access configurations (where supported by the OS) to initiate sessions instantly

Observing and correlating issues across devices in real time to identify patterns faster

For example, instead of connecting to 50 affected devices one after another, IT teams can:

Open multiple remote sessions in parallel

Compare device behavior side by side

Execute actions (like restarting services or clearing app data) and instantly observe results

This significantly reduces the Mean Time to Resolution (MTTR) during widespread incidents.

Since this topic involves multiple layers architecture, platform-specific constraints, workflows, and governance we’ve put together a detailed breakdown for you.

Refer to the document below for a complete explanation: https://www.hexnode.com/mobile-device-management/help/mass-troubleshooting-via-uem-guide/

Please reach out to us if you have any more queries.

Regards,
Mary Romero