Devices stuck on “Scanning in progress” / policies pending for daysSolved

Hi @shan_deluxe,

Since bulk queuing isn’t a factor here while enrolling your Apple TV devices, this issue usually happens when background push notifications fail, a policy hits a blocked dependency, or server tokens are out of sync. Here are the main areas to check in your portal and device setup:

1. Apple Push Notification Service (APNs)

In Hexnode UEM portal, navigate to Admin > APNs. Verify that the APNs certificate is active and hasn’t expired. If it was renewed using a different Apple ID, server-to-device push commands will fail.

2. Policy Dependencies & Conflicts

• Blocked Payloads: If a policy status stays “Pending”, check if a specific payload inside the policy is failing—such as an app with no available VPP/Apple Business licenses, an enterprise Wi-Fi profile, or an unreachable certificate (SCEP/CA) server.
• Overlapping Policies: Ensure the device isn’t assigned multiple conflicting policies with opposing settings.

3. Device Date & Time

Ensure the device clock is set automatically. Incorrect date or time breaks secure SSL communication with the MDM server.

4. Apple Business Token Sync

In the Hexnode UEM portal, navigate to Admin > Apple Business/School Manager > Automated Device Enrollment. Under Accounts, locate your account and verify that the server token status is active and has not expired. If it has expired, download a fresh server token from Apple Business and update it here. For detailed steps refer to our help documentation on How to assign ADE devices to Hexnode?.

If these configurations are verified and newly enrolled devices still freeze, contact Hexnode Support (support@hexnode.com) for further assistance. with the affected device serial numbers to clear any stuck token queues on the backend.

Regards,
Isabel Lora
Hexnode UEM