Self Service menu missing in Hexnode UEM app on macOS for temporary admin rightsSolved

Hello,

Thanks for reaching out to Hexnode Connect.

When the Self Service option for temporary admin rights is missing on a specific macOS device but works for others, the most common cause is that the device’s local account inventory has not properly synced with the Hexnode portal. The Self Service menu relies on accurately detecting the role of the currently logged-in user; if the portal has stale data regarding the local accounts on that machine, the menu may fail to render.

You can easily resolve this by forcing the portal to refresh the account list directly from the device. Here is the quick workflow:

1. Log in to your Hexnode UEM portal.
2. Navigate to the Manage tab and click on the affected macOS device to open its details page.
3. Click on the Actions dropdown menu.
4. Go to Local Accounts and select Sync Local Accounts.

This action forces the device to report its current local user account details back to Hexnode. Once the sync action successfully completes in your portal’s action history, ask the user to completely quit and reopen the Hexnode UEM app on their Mac. The Self Service menu should now reappear, allowing them to access temporary admin rights.

(Note: It is also worth verifying that the Hexnode UEM app on that specific Mac is fully up to date, as significantly older versions of the app do not support the Self Service feature).

I hope this helps get that user set up. If you find any more issues or need further assistance, feel free to reach out.

Best regards,
George,
Hexnode UEM