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Windows device inactive in Hexnode and asking to re-enter credentials

Windows device inactive in Hexnode and asking to re-enter credentialsSolved

Participant

4 weeks ago

One of our Windows laptops enrolled in Hexnode started showing a prompt asking the user to re-enter their email and password. It also seemed to randomly lock the user out. A script we had used earlier made the prompt disappear temporarily, but the issue came back.

The Hexnode Agent looked up to date. Another Windows laptop was syncing with Hexnode, but the policy status stayed stuck at “In progress” even after disenrolling and reinstalling Hexnode. Is there a Windows-side sync step that can fix this before wiping the device?

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simon_scott

Hexnode Expert

4 weeks ago

Marked SolutionPending Review

Hello @yu-yan ,

For Windows devices, this can happen when the work/school account connection or the Hexnode service state is not fully refreshed on the device. Before wiping the device, try forcing a Windows MDM sync and then syncing the Hexnode Agent again.

On the affected Windows laptop:

Open Settings.
Go to Accounts > Access work or school.
Select the connected Hexnode/work account profile.
Click Info.
Select Sync.
Restart the device.
After restart, open the Hexnode UEM app.
Click Sync.

If the prompt is only asking the user to re-enter their work account email and password, enter the credentials once and check whether it disappears. In some cases, Windows needs the credentials refreshed before the MDM connection can resume normally.

If the device was shown as inactive or a policy was stuck in progress because the background service had stopped or the local MDM sync was stale, the above sync-restart sequence should refresh the device status and allow pending actions or policies to proceed.

Regards,
Simon Scott
Hexnode UEM

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yu-yan

Participant

4 weeks ago

Marked SolutionPending Review

The prompt on my Windows laptop was just asking for the email and password again. After entering the credentials once, it disappeared and syncing the work acount and restart also worked.

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Windows device inactive in Hexnode and asking to re-enter credentialsSolved

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