Why isn't a device checking in as expected?

By Bre'Anna Scott

Troubleshooting steps to get a device checking in again.

Overview

macOS devices enrolled in Kandji attempt to check in every 15 minutes. If a device isn't checking in, review the following quick fixes to attempt to regain communication between Kandji and the device. 

Quick Fixes

  • Internet: Make sure the device has an active, unblocked internet connection. If possible, try a different connection, like a mobile hot spot, to rule out the internet connection as the reason.

  • Force a Check-in: Force Kandji to run via the command line. Enter
    sudo kandji run
    in Terminal.app to force Kandji to check in. The Terminal output may provide details on the current status of Kandji.

  • Reboot: If a process has stalled, restarting the device may resolve the issue and help the device start checking in normally.
    Note: Kandji waits up to 30 minutes to check in after a reboot to ensure the device is not occupied with updates or other activities.

  • Re-enroll: Manually re-enrolling the problem device may resolve any check-in-related issues.                       
Ensure the correct Blueprint is selected when downloading the enrollment file. If a different Blueprint is selected, the device will enforce that Blueprint's assigned Library items and parameters. The device record will not be duplicated after re-enrolling. Kandji will link the new enrollment with the prior device record.