Enrolled users count is lower than enrolled devicesSolved

Hi @astrid-,

This usually happens when one enrolled user is assigned to more than one enrolled device. Hexnode counts enrolled users based on users mapped to enrolled devices, so if the same user is assigned to two devices, the device count can be higher than the enrolled user count.

To identify the duplicate user mapping:

1. On your Hexnode UEM portal, navigate to Reports > Device Reports > Enrolled Devices.
2. Export the enrolled devices report.
3. Make sure the report includes the user email or assigned user column.
4. Open the report in Excel or Google Sheets, sort or filter by the user email/assigned user column.
5. Look for a duplicate email or user assigned to more than one device.

Once the duplicate user is found, compare the devices with your user list and decide which device should be reassigned to the correct user.

Regards,
Sienna Carter
Hexnode UEM

I found the duplicate email assigned to two devices. Do I need to change the email on one of them?

Hi @astrid-,

You do not need to change the email address itself. Instead, reassign one of the devices to the correct user. After deciding which device should belong to the missing user:

1. On your Hexnode UEM portal, navigate to Manage > Devices.
2. Open the device that is currently assigned to the duplicate user.
3. Click Actions.
4. Select Change Owner.
5. Choose the correct user who should own that device.
6. Save the change.

After the device is reassigned, Hexnode recalculates the enrolled user count. The enrolled users count should then match the enrolled devices count if each device is mapped to the intended unique user.

Regards,
Sienna Carter
Hexnode UEM