Category filter

Sync with ADE fails in Hexnode UEM – Quick fixes

TL;DR

If Sync with ADE fails or the ADE Devices page shows no devices found, the ADE token may have expired. ADE tokens are valid for 365 days. Renew the server token in Apple Business Manager, upload the new token in Hexnode under Admin > Apple Business/School Manager > Automated Device Enrollment > Accounts, save the ADE account, and then run Sync All Devices. Once the token is renewed successfully, Apple Business Manager devices assigned to the Hexnode server are fetched back into the ADE Devices list.

Executive Summary

Hexnode uses the ADE token to communicate with Apple Business and fetch assigned devices. When the token expires, the connection between Hexnode UEM and Apple Business is severed. As a result, devices assigned in Apple Business may not appear in Hexnode, and ADE sync actions may fail. Renewing the ADE token restores the connection and allows Hexnode to sync assigned ADE devices again.

Symptoms why sync with ADE fails

Sync with ADE fails.
The ADE Devices page displays no devices found.
A device is assigned to the Hexnode UEM server in Apple Business but is not listed in Hexnode.
The ADE account indicates that the ADE token has expired.

Causes of ADE account sync failure

The ADE token has expired. The token is valid for 365 days. If it is not renewed, Hexnode UEM cannot fetch devices from Apple Business or list them under ADE Devices.

renew ade token if sync with ade fails

Note: Renewing the ADE token does not require releasing devices from Apple Business Manager. Keep devices assigned to the Hexnode UEM server unless organizational ownership must be removed.

Renew the ADE Token

Log in to Apple Business Manager.
Select Devices from the top banner.
On the left side of the page, select Management.
Under Device Management Services, click the required server name.
Click the ellipsis icon on the top right corner.
Click Download Token.
When the dialog box displays Downloading a new server token will reset your existing one, click Download server token.
In the Hexnode portal, go to Admin > Apple Business/School Manager > Automated Device Enrollment > Accounts.
Move the cursor to the right end of the server name and click Edit.
On the Edit ADE Account page, click Choose File next to Upload Token.
Select the downloaded server token file.
Click Save.
Go to the ADE Devices page and click Sync All Devices.
Confirm that the assigned devices now appear in the ADE Devices list.

Troubleshooting

The Save button is greyed out after uploading the token

If Save remains unavailable after selecting the token file, download a fresh server token from Apple Business and upload it again on the Edit ADE Account page.

Devices still do not appear after token renewal

Confirm that the devices are assigned to the Hexnode UEM server in Apple Business. Then return to the ADE Devices page in Hexnode and run Sync All Devices.

Sync with ADE continues to fail

Verify that the newly downloaded server token was uploaded to the correct ADE account in Hexnode. The token must correspond to the same server used for the device assignment in Apple Business.

Frequently Asked Questions

How long is an ADE token valid?

An ADE token is valid for 365 days.

What happens when the ADE token expires?

The connection between Hexnode UEM and Apple Business is severed. Hexnode cannot fetch devices from Apple Business, and devices may not be listed under ADE Devices.

Do devices need to be unassigned or released before renewing the token?

No. Token renewal restores the server connection. Devices should remain assigned to the Hexnode MDM server in Apple Business unless they are intentionally being removed from organizational management.