macOS device marked non-compliant due to inactivity even though it is in useSolved

Hello @skylar-a ,

Device inactivity in Hexnode UEM is based on device-agent communication, not on whether a local user account is active or recently used.

Hexnode UEM marks a device inactive when the Hexnode agent on the device does not check in with the portal within the threshold configured under Admin > General Settings > Inactivity Settings. If inactivity is part of a compliance rule, the device can then be marked non-compliant.

An inactive, unused, or disabled local user account does not make the whole device inactive or non-compliant. Deleting a local user will not resolve this specific compliance status.

Common causes include:

• The device being powered off, asleep, or hibernating for an extended period.

• Network access being blocked by internet issues, firewall rules, VPN restrictions, or proxy settings.

• The Hexnode agent service being stopped, corrupted, manually removed, or unable to sync.

If the device says it is already enrolled, it means the device record still exists in Hexnode UEM, but the agent may not be communicating successfully.

To manually prompt a connection, try initiating a Scan device action from the Hexnode UEM portal. If the device is physically accessible, you can also open the Hexnode UEM app on the device and tap the Sync button.

Once the agent checks in again, the inactivity status should clear and compliance will be recalculated.

Regards,
Simon Scott
Hexnode UEM