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Device scan stuck on "scanning in progress" and policy actions remain "initiated" after bulk push

Device scan stuck on "scanning in progress" and policy actions remain "initiated" after bulk pushSolved

Participant

4 months ago

We recently pushed policy changes to a large group of devices—around 2,000 endpoints—and the portal became noticeably slow for a while. Several actions stayed under Action History as “Initiated” for more than 10 minutes.

Around the same time, a newly enrolled device got stuck on “Scanning in progress.” Re-enrolling it did not help at first, and the exact same behavior appeared on a second device. The sync from the Hexnode for Work app actually showed as successful on the device side, so I wasn’t sure if this was a device issue or a server/queue delay.

What usually causes this, and is there anything specific we should check before resorting to re-enrolling devices again?

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mortimer

Participant

4 months ago

Marked SolutionPending Review

Hi @mortimer,

When policy changes or actions are pushed to a large number of devices at once, Hexnode queues the corresponding commands for each endpoint. During this time, the Action History will show statuses such as “Initiated” until the queued commands are processed and the devices successfully check in.

The same queue delay applies to your newly enrolled devices showing “Scanning in progress.” Because the server is busy processing the bulk push, it simply takes some extra time for the command queue to clear and update the portal status. As you experienced, the devices eventually move forward once processing catches up, meaning re-enrollment is not required.

If you see a device remain stuck for a long time after the bulk queue has cleared, try these checks before re-enrolling:

Open the Hexnode for Work app on the device and perform a manual sync.
Confirm that the device’s date and time are correct.
Switch the device to a different network if possible.
Restart the device and check whether the scan completes.
From the portal, trigger a device scan again using the Scan Device remote action.

Whenever you do a massive bulk push, giving the server a little extra time to catch up on processing will usually resolve these pending states on its own!

Best regards,
Eden Pierce
Hexnode UEM

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Device scan stuck on "scanning in progress" and policy actions remain "initiated" after bulk pushSolved

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