Introduction
Even in a well-configured Microsoft Intune environment, things go wrong. A device enrolls but never appears in the admin center. A compliance policy marks a device as non-compliant right after a user upgrades their OS. A configuration profile shows a conflict across dozens of devices after you reorganize your Entra ID groups. Without a structured approach, each of these situations can consume hours of investigation with no clear path to resolution.
Imagine you're an endpoint administrator supporting a hybrid workforce. One morning, a regional sales manager calls to report that several newly issued Windows laptops can't access corporate email, and a field technician's iPad shows a compliance error despite being freshly enrolled. You need to triage these issues quickly, identify whether they share a root cause, and resolve them without disrupting the rest of your managed fleet.
In this module, you learn a systematic approach to diagnosing and resolving device and policy issues in Intune. You explore a phase-by-phase troubleshooting workflow that guides you from initial scoping through service health, portal diagnostics, policy status analysis, and client-side log collection. You also learn how to identify and resolve enrollment failures, compliance failures, and configuration profile conflicts—and how to use the Intune Troubleshooting blade to move from a vague support ticket to a confirmed root cause in minutes. Finally, you explore how Remediations let you automate the detection and correction of recurring device issues before they reach the helpdesk.
Learning objectives
After completing this module, you're able to:
- Apply a structured five-phase troubleshooting workflow to investigate device and policy issues in Microsoft Intune
- Diagnose and resolve common device enrollment failures and compliance policy failures
- Identify and fix configuration profile conflicts using policy precedence rules and exclusion groups
- Collect and interpret device diagnostic logs from Windows devices and mobile platforms
- Use the Intune Troubleshooting blade to investigate user and device issues efficiently
- Create and deploy Remediation scripts to detect and automatically correct recurring device problems
Prerequisites
- Familiarity with Microsoft Intune administration and device enrollment concepts
- Basic understanding of Microsoft Entra ID groups and Conditional Access