Hexnode Access unlock shows success but Entra ID user still cannot log inSolved

The Unlock action can complete successfully in Hexnode while the user is still unable to authenticate locally if the failure is occurring at the local authentication or credential synchronization layer.

In this case, the symptoms point to a credential sync mismatch between Entra ID and the locally cached Hexnode Access authentication state on the device:

• The user passed the Entra ID sign-in flow.
• The failure occurred only when Hexnode Access requested the password locally.
• Another Entra ID user could log in to the same device.
• Resetting the local password allowed access again.

This means the Unlock action cleared the lockout state from the management side, but Hexnode Access on the device was still validating against stale or unsynchronized local credential data.

Recommended steps:

1. Have the affected user verify or update their password in Entra ID.
2. Make sure the device has an active internet connection.
3. From the Hexnode portal, go to Manage > Devices.
4. Select the affected device.
5. Use Actions > Scan Device to trigger a device sync.
6. Try signing in again after the device has synced the updated credential state.

If immediate access is required and a permitted local account is available, resetting the local password can be used as a workaround to regain access while the Entra ID and Hexnode Access credential state catches up.

We ran into something similar once. The confusing part is that “Success” in the action history only means the unlock command was processed. It doesn’t necessarily prove that the next login attempt will pass if the local auth cache or directory sync is stale. Keeping the Mac online and running a device scan after the password update helped in our case.