We have had this recurring issue for a long time now, and despite searching the error all over the place, there seem to be a lot of other IT professionals in the same boat, but no obvious answers. The error is on the Anti-Virus setting on the default compliance policy. 2016345612(Syncml(500): The recipient encountered an unexpected condition which prevented it from fulfilling the request) The compliance policy in question is assigned to all users. This is a very annoying issue as it stops users from being able to access any MSFT apps as it marks the device as non compliant. we are forced to add users to the exclusion list of the policy until the error clears on it's own days/weeks later. If anyone has any ideas on what could be the cause or any possible fixes, it would be greatly appreciated

We also had an issue with 2 devices. But since we use 3rd-party AV we deleted that and reinstalled it and it was back to a compliant state. Sync device side didnt do anything other then confirm the error.

Same issue here for Antivirus and Firewall on multiple Win 11 devices

Same here, we have few devices whit that error message, but the Antivirus is up to date and no issues

We also have started to have this problem. Multiple restarts and checking status from Company Portal app does not help. Security app confirms all services are running with green checkmarks. Seems like a problem between Intune system and company portal app. I finally got this to work after 2 1/2 hours with a user. Had to do many restarts and status checking, but eventually the laptop became compliant.

Why is this still a problem over a year later? Is the Intune Team at Microsoft staffed at all?

2016345612(Syncml(500) - Intune Compliance Policy Error

Craig Pennington 245

We have had this recurring issue for a long time now, and despite searching the error all over the place, there seem to be a lot of other IT professionals in the same boat, but no obvious answers.

The error is on the Anti-Virus setting on the default compliance policy.

2016345612(Syncml(500): The recipient encountered an unexpected condition which prevented it from fulfilling the request) User's image

The compliance policy in question is assigned to all users.

This is a very annoying issue as it stops users from being able to access any MSFT apps as it marks the device as non compliant.

we are forced to add users to the exclusion list of the policy until the error clears on it's own days/weeks later.

If anyone has any ideas on what could be the cause or any possible fixes, it would be greatly appreciated

Nick Eckermann 576 Reputation points

2023-10-04T16:12:45.83+00:00

We have been dealing with this issue since March and it isn't getting any better.
Nick Eckermann 576 Reputation points

2023-10-12T13:40:20.92+00:00

Looks like there are multiple people in this thread having the same problem.
Please open support cases so we can get more traction on this issue, and they can start to get it resolved.

@Craig Pennington

@Efstratios Stratis

@JuliusPIV

@kircher
ShadabK OA 0 Reputation points

2023-10-13T09:42:37.9+00:00

Rename the device up to 15 characters only, it will resolve the issue.
Davio, Peter [HCL] 120 Reputation points

2023-10-16T17:29:59.4533333+00:00

I am getting this error on Firewall and not Antivirus...
Jerry Peacock 130 Reputation points

2023-10-16T20:30:33.23+00:00

We are seeing this error as well. And our machine names are only 10 characters, so Less than 15 is not going to fix the issue.
Chad Coker 15 Reputation points

2023-10-19T12:21:52.9433333+00:00

We have been having the same issue since we started using Intune. It hits different computers on different days, and it clears after hours/days/resyncs.
Our device names are 15 characters or less. We have removed and redeployed machines, removed and recreated the compliance policy. The issue may resolve for a while, but it always comes back.
Albin Fransson 0 Reputation points

2023-10-25T09:08:25.17+00:00

Hi,

For our environment we resolve this by letting the user click "Fix now" under the Work or school account settings menu.

After that they can click on "Check access" under the device menu in Company portal.

We dont have any hybrid devices, only AAD.
Robert Young 16 Reputation points

2023-11-02T16:20:39.5133333+00:00

We've just seen this appear in our environment. The Senior VP got an email that she forwarded onto my team for action. Not a good look MS.

Anti-Virus is ESET Protect.

We need this addressed PDQ!
jason@4streamline.com 6 Reputation points

2023-11-10T20:56:09.1566667+00:00

We are experiencing the same issue. Our devices are AzureAD Joined, we do several app installations when the devices is joined. The issue only happens with Windows 11. The machine becomes very slow and AV stops working after reboot. It appears the Microsoft Defender AV (Endpoint security) is trying to restart. EDR show as if it is updating.
Denis Payne 176 Reputation points

2024-01-04T13:54:58.73+00:00

Keep having this issue intermittently affecting random users using random AAD hybrid joined Windows 10 endpoints.

Machine names are less then 15characters.

Fixed the issue once by running sync from Endpoint and InTune.
All other times need to wait days to weeks for the issue to resolve itself, else delete the endpoint from InTune and AzureAD then do a fresh Azure AD hybrid + InTune join.

Myself and colleagues gave raised tickets with MSFT 365 support who aren't much help, leaving poor 1st line guys struggling when a senior team needs to get involved and gather debug logs to determine the actual cause.
Florian Obradovic 11 Reputation points

2024-03-20T11:15:59.6933333+00:00

We also have a few users affected by this issue (until now all hybrid joined):
2016345612(Syncml(500): The recipient encountered an unexpected condition which prevented it from fulfilling the request)

It's always the Windows Firewall. Never AV (we use windows defender):
Felipe M Ferreira 11 Reputation points

2024-04-01T13:44:43.2266667+00:00

Same issue here: It occurs randomly after users restart their machines. Sometimes, a sync is enough to fix the issue, but other times we have to reboot the machine, sync, check for compliance, and repeat the process multiple times.

We use Windows Defender AV, and our machines’ names are only 11 characters. Last year, this issue was happening very often, but Microsoft fixed it. However, we now observe the same issue occurring since the beginning of March 2024.
Rune Pettersen 0 Reputation points

2024-04-08T07:41:46.42+00:00

One machine had this issue, the devicename in autopilot was blank, the devicename in intune was below 15 chars. the machine was also inactive.
Seshagiri Rao Padaki 0 Reputation points

2024-04-17T06:43:08.71+00:00

I have reinstalled the Company Portal its working fine
Anthony Yeshan Isuru De Silva 5 Reputation points

2024-04-23T01:13:21.6133333+00:00

Hi Guys, i have had this issue for several users. fix is to turn off the windows firewall and turn it back again. then go to company portal click once on check access and wait 2-3mins until it completes. do not click again and again as it will then take more time. if its taking way too long turn off the conditional access policy that check for compliance. then once company portal check is ok you can turn on the conditional access.

To verify further you can check azure ad portal devices and select the device you are checking on. check if its compliant. Then you can go to intune portal check if it shows compliant. it may be compliant on azure ad and not in intune. give it some time and then it will show compliant on intune as well.
Rob Plumridge 0 Reputation points

2024-05-22T10:36:34.27+00:00

So I have this on multiple instances of both Win11 and Win10 machines for various clients (different intune configs, different methods of setup), I've poked and asked around, mostly from what I can see it's a sync issue. Again cloud loves to take its time with these, and its v. intermittent.

With Stricter compliance policies it appears more frequently than less relaxed policies but I will try and investigate further into this, I don't really have a concrete answer to this other than sync-ing devices.

Usually (on device) i'll run intunemanagementextension://synccompliance in the run diag

This usually clears up after about 10-30ish minutes
Chad Coker 15 Reputation points

2024-05-22T12:20:13.9833333+00:00

We continue to have this issue several times a week. We either wait several days for it to clear on its own or have the user initiate a sync, reboot, etc.

We have opened issues with MS Support only to be passed around to different agents/techs with no solutions offered.
Our compliance platform was integrated to Intune to pull device status,. This became unworkable with this issue occurring so often, so we had to go a different route for that.

It is unfortunate that an issue that is this widespread gets no attention from Microsoft, and support is not helpful.
Nick Eckermann 576 Reputation points

2024-05-22T18:32:28.79+00:00

@Chad Coker Changes are supposed to be coming but they missed the 2404 deployment. Waiting to see when they might be implemented and if they do in fact fix these issues. Update from Microsoft below. You can reference our case so you might be in the loop better on the rollout.

2310040040013084
Joe Bartlett 0 Reputation points

2024-07-18T11:04:15.4+00:00

@Nick Eckermann Thank you for your updates on this - We're seeing a similar issue and have referred our Microsoft Support contact to your ticket number. Unfortunately I've not managed to have them get in touch with the engineering team yet... I'm still just getting documentation quoted back at me.

~~I was wondering if you had any updates from MS recently? It sounds like the fix just keeps getting delayed over and over again.~~

*Edit - I see you posted a week ago that you'd had another noncommittal response from them. No surprises there! Fingers crossed they finally get it sorted soon.

Thanks again,
Joe
Ishmail Mohammad 0 Reputation points

2024-08-05T06:22:33.03+00:00

same error message
sysadmin72 0 Reputation points

2024-08-23T19:54:17.6866667+00:00

We recently onboarded our devices to Intune. We had no previous MDM so all these devices were never managed by anything before. After using the default the Firewall Windows default policy as our base policy, we started to get this error in our compliance report. I took the provided policy, duplicated it and renamed the duplicate. This fixed our issue.
Thomas Fancett 5 Reputation points

2024-09-11T14:51:24.25+00:00

Another report of this for multiple devices. Device Names under 15 characters, Defender as standard AV and fully patched and up to date with Fresh Synch completed locally from device.

Nick Eckermann may be onto something as we have seen this occurring more on pre-provisioned devices where they have been built but the use reenrollment step may be completed several days later or used sporadically after deployment.

Either way MS needs to acknowledge and patch this there so many people reporting this you think there own firewall product and AV could talk to their own systems correctly!
Robert Fenech Santucci 0 Reputation points

2024-09-19T12:03:24.7733333+00:00

Has there been any recent feedback from Microsoft regarding this issue and a potential solution in a future release?

42 answers

Stefan Lentjes 0 Reputation points

2024-01-22T10:10:11.7033333+00:00

We also had an issue with 2 devices. But since we use 3rd-party AV we deleted that and reinstalled it and it was back to a compliant state. Sync device side didnt do anything other then confirm the error.
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Ed Collins 0 Reputation points

2024-02-22T19:42:40.14+00:00

Same issue here for Antivirus and Firewall on multiple Win 11 devices
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Nikolai Minchev 0 Reputation points

2024-03-13T12:59:19.2366667+00:00

Same here, we have few devices whit that error message, but the Antivirus is up to date and no issues
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Tanner Wilkin 0 Reputation points

2024-03-14T10:40:48.45+00:00

We also have started to have this problem. Multiple restarts and checking status from Company Portal app does not help. Security app confirms all services are running with green checkmarks.

Seems like a problem between Intune system and company portal app. I finally got this to work after 2 1/2 hours with a user. Had to do many restarts and status checking, but eventually the laptop became compliant.
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Florian Obradovic 11 Reputation points

2024-03-21T09:54:59.17+00:00

Happens again for few devices, no pattern.

It's mostly hybrid joined devices, name is below 15 characters.
It always complains about the firewall.

Firewall & AV is Windows Defender.

Felipe M Ferreira 11 Reputation points

2024-04-01T13:43:26.33+00:00

Same issue here: It occurs randomly after users restart their machines. Sometimes, a sync is enough to fix the issue, but other times we have to reboot the machine, sync, check for compliance, and repeat the process multiple times.

We use Windows Defender AV, and our machines’ names are only 11 characters. Last year, this issue was happening very often, but Microsoft fixed it. However, we now observe the same issue occurring since the beginning of March 2024.
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Philipp Durrer 10 Reputation points

2024-07-11T07:43:53.01+00:00

Why is this still a problem over a year later? Is the Intune Team at Microsoft staffed at all?
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Nick Eckermann 576 Reputation points

2024-07-11T13:25:13.58+00:00

@Philipp Durrer
Yes.. I got this update this week, but still no details around what the fix is so I can say it actually will fix the issue.

I have see other orgs will move to custom compliance policies to do the checks for these items which is more accurate. They write a custom script and json responses to validate the fw/av settings are correct. I haven't done that myself, but I heard it is helping them.

"There are several CSS Engineers that are monitoring this request / issue with our Engineering team. We have a received an update on a corrective action, however, we do not have a date just yet for the completion. We are attempting to ascertain a definitive date from Engineering and then I will advise. As this has slipped before, we do not want to publish a speculative date, so once Engineering provides a definitive date, I will share it with you."

Denis Payne 176 Reputation points

2024-07-11T15:50:17.96+00:00

Been hassling with this issue for several years, ever since started using InTune.

I really don't get how big business corporations and governments see this as a viable product with the amount of hassle it is to use.

But as to the syncml(500) issue, once confirmed Windows Security on the endpoint reports no issues I've been able to clear the bug twice now by:
0. Run sync from device endpoint in InTune MDM admin centre

Run sync from device endpoint itself, Start>Settings>Accounts>Work&School>Domain>Info>Scroll to bottom, click Sync

If possible, disable Windows fast startup from Control Panel>Power>Choose what lid does>Untick fast startup if option listed and ticked

Shutdown, wait a minute or 2

Power on, logon

Run sync from Start>Settings>Accounts>Work&School>Domain>Info>Scroll to bottom, click Sync

Install Company Portal app, run sync

Shutdown, wait a minute or 2

Power on, logon
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