> ## Documentation Index
> Fetch the complete documentation index at: https://docs.iru.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Agent Check Ins

> Diagnose and resolve Iru Agent check-in failures on macOS and Windows. Troubleshoot network issues, certificate errors, and connectivity problems.

<Callout icon="list-check" color="#B84A7A" iconType="regular">This guide applies to Mac computers and Windows devices</Callout>

### About Agent Check-In Issues

macOS and Windows devices enrolled in Iru Endpoint use the Iru 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.

<Note>
  As of **April 8, 2026**, apps were updated from **Kandji** <img className="inline dark:hidden" src="https://mintcdn.com/iru/20OhJ3wZmF4DKbOd/assets/media/images/kandji-bee-light-icon.png?fit=max&auto=format&n=20OhJ3wZmF4DKbOd&q=85&s=3ac73eb9098c090ac2838a4902a70e35" alt="" style={{ height: '1em', width: 'auto', maxHeight: '1em', verticalAlign: '-0.125em', margin: '0 0.05em' }} width="400" height="284" data-path="assets/media/images/kandji-bee-light-icon.png" /><img className="hidden dark:inline" src="https://mintcdn.com/iru/20OhJ3wZmF4DKbOd/assets/media/images/kandji-bee-dark-icon.png?fit=max&auto=format&n=20OhJ3wZmF4DKbOd&q=85&s=1d4b643c8e1903aabdb072fdf211f2de" alt="" style={{ height: '1em', width: 'auto', maxHeight: '1em', verticalAlign: '-0.125em', margin: '0 0.05em' }} width="400" height="284" data-path="assets/media/images/kandji-bee-dark-icon.png" /> to **Iru** <img src="https://mintcdn.com/iru/8j4H0SpqtcKJ5JUM/assets/media/svgs/Iru-Logomark-OnLight-16-Dashboard.svg?fit=max&auto=format&n=8j4H0SpqtcKJ5JUM&q=85&s=befa6ce99e1df18d397deb65aec8edaf" alt="" style={{ display: 'inline', height: '1em', width: 'auto', maxHeight: '1em', verticalAlign: '-0.125em', margin: '0 -0.08em 0 0', padding: 0 }} width="14" height="15" data-path="assets/media/svgs/Iru-Logomark-OnLight-16-Dashboard.svg" /> branding. App names changed from **Kandji Self Service** to **Iru Self Service** and from **Kandji Agent** to **Iru Agent**. The manual enrollment portal now uses Iru branding. Please update **scripts, automations, and utilities** that still reference the old app names.
</Note>

### How It Works

The Iru 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.

### 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](/en/iru/requirements/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

### Platform-Specific Troubleshooting

<Tabs>
  <Tab title="macOS" icon="apple" iconType="brands">
    ### Force a Check-In (macOS)

    #### Self Service

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

    #### Command Line

    * Run the following command in **Terminal** to force a check-in:

    ```bash theme={null}
    sudo iru run -F
    ```

    The output may provide additional details.

    ### Reinstall the Iru Agent

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

    <Steps>
      <Step title="Access device record">
        In the Iru web app, go to the device record
      </Step>

      <Step title="Reinstall Agent">
        From the Device Action Menu, select **Reinstall Agent**
      </Step>

      <Step title="Monitor installation status">
        Monitor status from the **Activity** tab. Look for the `InstallEnterpriseApplication` MDM command
      </Step>
    </Steps>

    <Note>
      If the command returns **NotNow** (device is busy):

      * Ensure the Mac has a user logged in and is plugged into power, then retry. See [Apple's developer documentation](https://developer.apple.com/documentation/devicemanagement/implementing_device_management/handling_notnow_status_responses)
    </Note>

    ### Restart Considerations

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

    ### Agent Status Verification

    Check agent status:

    ```bash theme={null}
    sudo iru library --state
    ```
  </Tab>

  <Tab title="Windows" icon="microsoft" iconType="brands">
    ### Force a Check-In (Windows)

    #### Restart Iru Agent Service

    * Right-click the **Windows** icon and select **Run**
    * Type `services.msc` and press **Enter**
    * Find **Iru Agent** in the services list
    * Right-click **Iru Agent** and select **Restart**

    This will force an immediate check-in.

    #### Command Line

    * Run the following command in **PowerShell** as Administrator:

    ```powershell theme={null}
    dsregcmd /status
    ```

    ### Reinstall the Iru Agent

    On Windows, you can either push any new app or policy to the device, or re-enroll so the agent can install.

    ### Restart Considerations

    * Check-ins generally resume within the 15-minute Agent cycle

    ### Check Agent Logs

    Agent logs are located at:

    ```
    %ProgramData%\kandji\agent\logs
    ```

    ### Agent Status Verification

    Check agent status in:

    * **Settings** > **Accounts** > **Access work or school**
    * **Event Viewer** > **Applications and Services Logs** > **Microsoft** > **Windows** > **DeviceManagement-Enterprise-Diagnostics-Provider**
  </Tab>
</Tabs>

### Restart

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

### Re-Enroll

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

<Steps>
  <Step title="Remove existing enrollment">
    Remove the existing MDM enrollment
  </Step>

  <Step title="Re-enroll device">
    Re-enroll using the correct **Enrollment code**
  </Step>
</Steps>

<Note>
  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.
</Note>

### Advanced Troubleshooting

Review logs for:

* Installation errors
* Policy failures
* Communication issues
* Network connectivity problems

### Network Diagnostics

<Steps>
  <Step title="Test connectivity">
    Use network diagnostic tools to test connectivity to Iru services
  </Step>

  <Step title="Check firewall">
    Verify firewall rules allow communication with Iru domains
  </Step>

  <Step title="Test DNS">
    Ensure DNS resolution works for Iru domains
  </Step>

  <Step title="Check proxy">
    Verify proxy settings if applicable
  </Step>
</Steps>

### Common Issues and Solutions

<AccordionGroup>
  <Accordion title="Agent not responding">
    **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
  </Accordion>

  <Accordion title="Check-ins failing">
    **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
  </Accordion>

  <Accordion title="Agent installation issues">
    **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
  </Accordion>
</AccordionGroup>

### Best Practices

<CardGroup cols={2}>
  <Card title="Monitor Regularly" icon="eye">
    Regularly monitor device check-in status to identify issues early
  </Card>

  <Card title="Test Connectivity" icon="wifi">
    Test network connectivity to Iru services from managed devices
  </Card>

  <Card title="Review Logs" icon="file-text">
    Regularly review agent logs for potential issues
  </Card>

  <Card title="Document Issues" icon="book">
    Document recurring issues and their solutions for future reference
  </Card>
</CardGroup>