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This guide applies to macOS and Windows devices

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About Agent Check-In Issues

macOS and Windows devices enrolled in Iru Endpoint use the Kandji Agent for various management tasks. The agent attempts to check in every 15 minutes. If a device is not checking in as expected, the following steps can help restore communication.

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How It Works

The Kandji Agent communicates with Iru Endpoint servers to receive configuration updates, policy changes, and application deployments. When check-ins fail, devices may not receive important updates, leading to compliance issues or outdated configurations.

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Check Internet Connectivity

Ensure the device has an active internet connection with access to the domains and ports outlined in Using Iru on Enterprise Networks. As a quick troubleshooting step:
  • Try connecting the device to a different network, such as a mobile hotspot
  • If check-ins resume, the issue may be with the original network’s filtering or firewall configuration

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Platform-Specific Troubleshooting

  • macOS
  • Windows

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Force a Check-In (macOS)

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Self Service

  • End users can open Iru Self Service, go to Device Info, and click Sync

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Command Line

  • Run the following command in Terminal to force a check-in:
sudo iru run -F
The output may provide additional details.

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Reinstall the Kandji Agent

On macOS, you can reinstall the Kandji Agent from the Iru web app:
1

Access device record

In the Iru web app, go to the device record
2

Reinstall Agent

From the Device Action Menu, select Reinstall Agent
3

Monitor installation status

Monitor status from the Activity tab. Look for the InstallEnterpriseApplication MDM command
If the command returns NotNow (device is busy):

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Restart Considerations

  • After restart, Iru may wait up to 30 minutes to check in, allowing macOS to finish updates and background tasks

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Check Agent Logs

Agent logs are located at:
/Library/Logs/Iru/

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Agent Status Verification

Check agent status:
sudo iru status

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Restart

Restarting the device can resolve a stalled process and allow the Kandji Agent to resume normal check-in.

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Re-Enroll

If the above steps do not resolve the issue, manually re-enroll the device.
1

Remove existing enrollment

Remove the existing MDM enrollment
2

Re-enroll device

Re-enroll using the correct Blueprint code
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-enrollment. Iru Endpoint links the new enrollment with the existing device record.

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Advanced Troubleshooting

Review logs for:
  • Installation errors
  • Policy failures
  • Communication issues
  • Network connectivity problems

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Network Diagnostics

1

Test connectivity

Use network diagnostic tools to test connectivity to Iru services
2

Check firewall

Verify firewall rules allow communication with Iru domains
3

Test DNS

Ensure DNS resolution works for Iru domains
4

Check proxy

Verify proxy settings if applicable

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Common Issues and Solutions

Symptoms:
  • Device shows as offline in Iru
  • No recent check-ins in device record
  • Policies not applying
Solutions:
  • Check internet connectivity
  • Restart the device
  • Force a manual check-in
  • Reinstall the agent if necessary
Symptoms:
  • Error messages in agent logs
  • Network connectivity issues
  • Firewall blocking communication
Solutions:
  • Verify network connectivity
  • Check firewall rules
  • Test with different network
  • Review agent logs for specific errors
Symptoms:
  • Agent not installed after enrollment
  • Installation errors in logs
  • Device not appearing in Iru
Solutions:
  • Verify device meets requirements
  • Check network connectivity during enrollment
  • Review installation logs
  • Try manual agent installation

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Best Practices

Monitor Regularly

Regularly monitor device check-in status to identify issues early

Test Connectivity

Test network connectivity to Iru services from managed devices

Review Logs

Regularly review agent logs for potential issues

Document Issues

Document recurring issues and their solutions for future reference