What to Do When Something Goes Wrong

Troubleshooting: What to Do When Things Go Wrong

Even with the best configuration, issues happen. This lesson gives you a practical troubleshooting guide for the most common Intune problems — and tells you when to contact IT.

The Golden Rule: Try This First

Before contacting IT, always try this 3-step process:

1. Sync your device — Open Company Portal > tap your device > tap "Sync"
2. Wait 5 minutes — Let the sync complete and policies reapply
3. Restart the app or device — Close the problematic app fully and reopen it, or restart your device

This simple process resolves about 70% of Intune issues. If it doesn't work, move on to the specific troubleshooting steps below.

Issue: "Can't Access Work Email"

Issue: "Device Says Not Compliant"

1. Open Company Portal and tap your device
2. Read the specific compliance issue(s) listed
3. Fix each issue:
   • OS too old → Update your operating system
   • No encryption → Enable BitLocker (Windows) or FileVault (Mac) — Company Portal may offer to enable it
   • Password issue → Change your device password to meet IT's requirements
   • Defender off → Can't turn it on yourself? Contact IT.
4. Tap "Sync" in Company Portal
5. Wait 5 minutes — check if status changes to green
6. If still non-compliant after fixing everything → Contact IT

Issue: "Apps Not Appearing or Installing"

1. Open Company Portal > tap "Apps"
2. Check if the app is listed — if not, IT may not have assigned it to you
3. If listed but not installing:
   • Tap "Sync" in Company Portal
   • Wait 10-15 minutes — app deployment can be slow
   • Check available storage — apps won't install if your device is full
4. On Android: Make sure you're looking in the work profile app drawer, not personal
5. If the app still doesn't install → Contact IT

Issue: "Company Portal Won't Open"

1. Force close Company Portal and reopen
2. Check for app updates in the App Store / Google Play / Microsoft Store
3. Restart your device
4. Uninstall and reinstall Company Portal (you'll need to re-enroll — contact IT first)
5. If still broken → Contact IT

Issue: "VPN Won't Connect"

1. Check if your device is compliant (non-compliant devices may lose VPN access)
2. Try a different network (switch from Wi-Fi to cellular or vice versa)
3. Check if the VPN app needs an update
4. Force close the VPN app and reopen
5. Restart your device
6. If still not connecting → Contact IT (VPN issues often require server-side changes)

Issue: "Device is Slow After Enrollment"

Intune itself shouldn't cause performance issues. If your device is slow:

1. Check Task Manager (Windows) or Activity Monitor (Mac) for high CPU apps
2. The initial sync after enrollment can use resources — wait 30 minutes
3. Check available storage — if low, free up space
4. Restart your device
5. If persistent → Contact IT (there may be a conflicting app or policy)

When to Contact IT Immediately (Don't Try to Fix Yourself)

Contact IT right away if:

• You see a security alert — "Your device may be compromised" or "Threat detected"
• Your device is lost or stolen — IT can remotely lock or wipe company data
• You're changing devices — IT needs to retire the old device and enroll the new one
• You're leaving the company — IT will initiate the offboarding process
• You see suspicious activity — Unexpected password changes, unknown apps, strange emails

Information to Provide When Contacting IT

To help IT resolve your issue faster, provide:

• Screenshot of the error message — Exact text matters
• Your device type — Windows 11, macOS 14, iOS 17, Android 14, etc.
• When the issue started — "It worked this morning but stopped after lunch"
• What you've already tried — "I synced in Company Portal and restarted, still not working"
• Your work email — So IT can look up your device in Intune

Next, let's address one of the most common concerns: your privacy on a managed device.