Windows Hexnode Access login shows “make sure device is connected to internet”Solved

Hi @gnishilda,

This behavior can occur when the Hexnode Credential Provider is unable to complete the expected policy or connectivity checks during Windows sign-in.

The key point here is the Hexnode Access Policy status. Changes related to Hexnode Access and Credential Provider behavior are reflected on Windows devices only after the Hexnode Access Policy is successfully applied to the device. If the policy remains stuck as “In progress,” the device may not receive the latest Credential Provider configuration, including fallback login handling and connectivity check improvements.

Recommended checks:

1. Confirm that the affected Windows device has recently checked in with Hexnode.
2. Verify that the Hexnode Access Policy status changes from In progress to Success.
3. If manual sync fails, check whether the device can communicate with Hexnode services over the network.
4. Confirm the device date and time are accurate, as incorrect system time can affect certificate-based communication.
5. Test from another network, such as a mobile hotspot, to rule out firewall, VPN, proxy, or security software restrictions.
6. Once the device checks in and the policy applies successfully, restart the laptop and test the local account login again.

In this case, the issue is less likely to be caused by the Google Workspace password itself if there was no password change and the network is available at the login screen. The “connected to internet” message can appear when the Credential Provider cannot complete its required communication or policy state validation.

Regards,
Sienna Carter
Hexnode UEM

The device eventually started checking in again, and I was able to apply the Hexnode Access Policy successfully. After asking the user to restart the laptop, they were able to log in to the local account normally.