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 hotspot, to rule out the internet connection as the reason.
Force a Check-in
Self Service- The Sync button in the Device Info section of Self Service allows end users to easily initiate device check-ins when requested by their IT administrators.
Command Line
- 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 enrolling a device. 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.