# Common Issues while enrolling Windows devices in Hexnode UEM

#### 1. Unable to enroll the device using the Hexnode Installer application. The installation gets stuck in the “**Setup**” screen with the error message – “*Could not download Hexnode Agent for Windows.*” 

![Failed to download Hexnode Agent for Windows.](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/12/Agent-download-failed-300x200.png)

**Cause(s):**

- The device might have lost internet connectivity. The enrollment fails since a stable connection could not be established with the Hexnode server.

**Solution(s):**

- You can connect your device to another network and try re-enrolling your device again using the Hexnode Installer application.

#### 2. When the user tries to download the Hexnode Installer application using the “/enroll” method, they are unable to download the app and the following error message is displayed: 

“*According to your corporate policy, only the following device types can be enrolled and can access the corporate resources: iPad, iPhone, iPod, macOS, tvOS and Android. Contact your company’s IT administrator for more information.*”

![Warning message to alert the user that the device type is restricted.](https:2021/12/Device-type-restricted-300x102.png)

**Cause(s):**

- In the Hexnode portal, **Windows** has not been selected in the list of allowed device models. Hence, only those selected device models will be allowed to get enrolled into the Hexnode portal.

**Solution(s):**

- Login to your Hexnode portal and navigate to **Admin > Enrollment > Enrollment Restrictions** and check the **Windows** option in the list of **Device Models allowed**.

![List of device models allowed](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/12/Windows-Restricted-300x60.png)

#### 3. When the user tries to enroll his device, the enrollment fails and he gets an error message, “*Your device is already being managed by an organization*”.

![Error message to alert user that the device is already enrolled](https://cdn.hexnode.com/mobile-device-management/help/wp-content/uploads/2021/12/Device-already-enrolled-300x201.png)

**Cause(s):**

- Your device is already enrolled and managed by another MDM solution. Since a device cannot be enrolled into more than one MDM, the enrollment fails.
Or,

- The Windows registry has been modified on the device, which causes the device enrollment to be blocked.

**Solution(s):**

- You can disenroll your device from the previous MDM and try re-enrolling your device again. Once disenrolled, you will be able to successfully enroll your device to Hexnode or any other MDM solution.
Or,

- Search for the registry key *‘ExternallyManaged’* at the registry path *‘HKLM\Software\Microsoft\Enrollments’* and delete it or set its value to *‘0’*.

#### 4. Enrollment disrupted with “*You’ll need a new app to open this ms-device-enrollment link*” message.

**Cause(s):**

- While trying to enroll using the Hexnode Installer app, the enrollment process is stuck at the Setup step and shows the error message – “**You’ll need a new app to open this ms-device enrollment link**”. This error could be occurring because of corrupt or missing files and conflicting settings related to MDM enrollment.

**Solution(s):**

- Try the native enrollment method: 
    1. On the device, open **Settings > Accounts > Access work or school**.
    2. Select **Enroll only in device manager**.
    3. Enter your enrollment server and username to get started.
    4. Once you’ve successfully enrolled, rerun the Hexnode Installer app to install the Hexnode Agent.
- Initiate enrollment with the browser. 
    1. Open a new Microsoft Edge or Google Chrome tab, type “ms-device-enrollment:?mode=mdm” on the address bar and hit Enter.
    2. The **Set up a work or school account** window should appear from where you can continue with the native enrollment method.
- If the error persists, try updating the OS from **Settings > Update & Security > Check for updates**. That should resolve any known issue with the OS, and you can continue enrolling your device on a stable platform.

####  5. When attempting to enroll a device normally, it gets redirected to co-management, despite no other MDM managing the device.

**Cause(s):**

- Modification of the Windows registry on the device.
- MDM Enrollment is disabled in the Group Policy of the device.

**Solution(s):**

- Locate the registry key *‘ExternallyManaged’* at the path *‘HKLM\Software\Microsoft\Enrollments’* and either delete it or set its value to *‘0’*.
- In the Group Policy editor, navigate to **Computer Configuration > Administrative Templates > Windows Components > MDM** and disable the group policy for the **‘Disable MDM Enrollment’** setting.