Hi, this is Jeff Buller.
I'm a program manager on the Intune Product Group.
And this session is Intune for Education troubleshooting.
So in this session, we're going to review four different areas.
We'll first review common issues.
We'll talk about tools that are available for troubleshooting,
how do you collect logs in Windows,
and then also additional resources.
All right, let's take a look at some issues
that you may run into related to enrollment.
If you're using bulk enrollment, if you're provisioning package
installation fails during out of box experience,
you want to check on a few things.
First of all that the version of Windows 10 is 1703 or above
and that the device that you're installing the provisioning
package on is the same version.
In addition, you want to make sure
that you have internet connectivity.
If you don't have internet connectivity
on the device you're installing provision package on,
it will fail.
And then you also want to make sure that the provisioning
package token hasn't expired.
Remember when we created the provisioning package,
it has a 30 day expiration time frame.
Now for self-service enrollment, you
want to make sure that also you have good internet
connectivity.
And you can verify that by just opening up a browser
and connecting to a public internet web site.
In addition, you want to make sure
that you have the correct account and password
to sign in.
You can validate in Azure AD to make sure that the user exists
and also that they're licensed for Intune for Education.
Now let's look at some common issues
related to Settings and applications
not reaching the device.
First of all, you want to ensure that the settings
and applications that are assigned, that they're assigned
to their appropriate group.
And that's really easy to check.
You can go ahead and go into groups,
and then look at the different settings and applications that
have been assigned.
In addition for applications, you can go into apps
and take a look at that specific app
and look at the different groups that it's been assigned.
In addition, you want to make sure
that you wait a sufficient amount of time
for those applications and settings to come down.
And you also have the option to do a remote sync
from the Intune in Azure portal, and then also from the Windows
device itself.
And then you also want to check to make sure
that there's no settings in the settings error report.
So now let's take a look at some tools that
are available for you.
The first tool is called the troubleshooting portal,
and it's a valuable tool that help desk staff and Intune
administrators to use, the assist then in troubleshooting
Intune for Education.
There's two ways that you can get
to the troubleshooting portal.
You can get to the troubleshooting portal
through portal.azure.com and go into the Intune blade.
And then you can also go into it through the link
of aka.microsoft/in tunetroubleshooting.
Now let's take a walk through for troubleshooting.
We're now in the Intune and Azure portal
in the troubleshoot blade.
And so the first step in using the troubleshoot blade
is to select the user.
And we'll select this user, Jess KL.
And once we select this user, we're
able to find information about the user, their account
name, their email address, that they're
licensed for Intune, that they're
device is compliant, the different groups that they
are members of.
We also see the number of applications that they've
been assigned, and a listing of the devices
that they've enrolled.
In addition, we can take a look at the different settings
that have been applied to them.
And here, we can see that we have one setting policy that's
been applied.
Let's go ahead and select one of the devices
that this user has enrolled.
Once we do that we find some information
about the device, the operating system, the last time
it checked in.
We can also look at detailed hardware information.
And even discovered applications that are on the device.
If we wanted to take a remote action on this device,
we would select Overview.
And here we can remove the company data from the device.
This is like an unenrollment.
We can do a factory reset of the device.
If we select more, we can also do a remote sync and a restart
of the device itself.
So the troubleshoot blade is a very useful application
to use when you're troubleshooting
Intune for Education.
Now let's go back to the slides.
The next section we'll look at for troubleshooting
is log collection.
Now you may run into situations where
you'll have to call Microsoft support and work with Microsoft
support.
And one of the things that they may ask
is for you to collect the Intune for Education
logs on the Windows device.
And collecting logs is very easy to do.
You go into Settings, under Accounts, and access work
or school.
And then you also select the Export your management log
files.
And when you do that, the log files
will be saved in your C: drive under Users, Public, Public
Documents, under MDM diagnostics.
And then need to take those files, those log files,
and send them to Microsoft support
to further investigate the issue.
Let's now take a look at some additional resources
that are available for you.
The first is Intune Service Health in the Office 365 Admin
Center.
So you can check the status of Intune service
and also view Intune service messages
in the Office 365 Admin Center.
In addition, you can take a look at this information
in the Office 365 admin mobile application.
And I have a link there to go ahead and click on.
And this application runs both on iOS, Android,
and Windows Phone.
Microsoft provides free support for Intune for Education,
whether it's a trial subscription or a paid
subscription.
And there's more information about Intune support
at the link provided on this slide.
I provided some additional information
related to Intune for Education troubleshooting.
First of all, there is a link to general troubleshooting
tips for Microsoft Intune and Intune for Education.
There is a link to Intune User Voice, which
is a site that you can make feature recommendations
and report bugs.
There's the Intune forum to discuss questions and issues
that you may have.
And then there is a link to Intune support.
This now includes the Intune for Education troubleshooting
session.