Windows device not getting synced

Dakarai
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One of our windows devices has not synced with Hexnode since the last month. The device is not offline or something. When the user tries to initiate sync from the device end it shows the error – sync cannot be initiated. Have already raised a ticket with the support, also posted here in the hope someone here knows what could be causing this?

All Replies

  • Zach Goodman

    Zach Goodman

    Hexnode

    Zach Goodman

    Moderator

    Hi @dakarai, to help you further, it would be good to get more information regarding your issue and the device on which it was observed. Could you answer the following –

    1. Which version of Windows is it running?
    2. Was the sync working fine before it started failing or was the behavior observed since enrollment?
    3. Did you update the OS?
    4. Did you try syncing from system Settings on the device end. You can do that by navigating to Settings > Accounts > Access work or school > [select Hexnode work account] > Info > Sync. What is the error code shown there?

    Regards,
    Zach Goodman
    Hexnode UEM

  • Anaya

    Anaya

    Participant

    Anaya

    Participant

    @dakarai, not sure what might be causing this but you could try reenrolling the device and see if the problem is still there.

  • Dakarai

    Dakarai

    Participant

    Dakarai

    Participant

    @anaya we tried re-enrolling and now sync works fine.

    @zach-goodman

    1. v1909
    2. It was working fine until an OS update it seems
    3. The OS was updated from v1809 to v1909
    4. Yes, syncing from there shows the error – 0x80072f0c
  • Zach Goodman

    Zach Goodman

    Hexnode

    Zach Goodman

    Moderator

    @dakarai, good to know the issue got fixed on your side. The problem must have been caused when the device updated to Windows v1909. The error code you provided suggests the system certificates required for device administration through Hexnode might have been lost or corrupted during the update. I believe Windows has fixed the issue in their newer releases. However, in case the issue is reproduced, it is recommended to re-enroll your device on Hexnode.

    Regards,
    Zach Goodman
    Hexnode UEM