Support tip: Resolve device noncompliance with Mobile Threat Defense partner apps

Using a Mobile Threat Defense (MTD) solution, such as Microsoft Defender for Endpoint, with Microsoft Intune helps keep your organization’s resources protected and allows you to block devices that aren’t compliant with your organization’s policies.

When an MTD detects a threat or determines that a device is noncompliant the device user will see one of two types of messages indicating:

• Install and activate partner app: The device needs the [MTD app] installed and activated to restore access to work or school resources. This message indicates that Intune hasn't received a signal from the [MTD app] the device, or the connection was lost.
• Resolve detected threats: The [MTD app] app identified one or more threats on the device. Open the [MTD app] and follow the guidance to resolve the threats before accessing work or school resources.
  
  

In this blog, we’ll focus on troubleshooting and resolving the first scenario, where users will need to install and activate the MTD app.

Note: For help resolving threats detected by the MTD app, open the partner app directly on the device for remediation guidance.

Prerequisites

Before you begin troubleshooting, confirm that:

• The user device is enrolled in Intune through the Company Portal app.
• The user has access to their work or school account credentials.
• The device has an active internet connection.

Restore device compliance

Have the user follow these steps to resolve the noncompliance issue and restore access to work or school resources.

Step 1: Install and activate the partner app

If the [MTD app] isn’t installed on the device:

1. Open the Intune Company Portal app on the device.
2. Go to Devices and select the device.
3. Install the required [MTD app] shown in the noncompliance message.
4. Open the [MTD app] and sign in with your work or school account.
5. Complete any required setup or activation steps in the app.
6. Wait up to 30 minutes for the device compliance status to update.

If your device remains noncompliant after 30 minutes, continue to the next step.

Step 2: Refresh the connection

If the [MTD app] is already installed and the user is signed in, the connection between the app and Intune services may need to be refreshed:

1. Open the [MTD app] on the device.
2. Sign out of the work or school account.
3. Sign back in with the same work or school account.
4. Wait up to 30 minutes for the device compliance status to update.

If the device remains noncompliant after 30 minutes, continue to the next step.

Step 3: Reinstall the MTD app

If refreshing the connection doesn't resolve the issue, reinstalling the app can restore the signal between services:

1. Uninstall the [MTD app] from the device.
2. Restart the device.
3. Open the Company Portal app on the device.
4. Reinstall the [MTD app].
5. Open the app and sign in with the work or school account.
6. Complete any required setup or activation steps.
7. Wait up to 30 minutes for the device compliance status to update.
   
   

Check device compliance status

Users can verify their device's compliance status at any time:

1. Open the Company Portal app.
2. Go to Devices.
3. Select the device to view its current status.

If the device shows as compliant, they can access work or school resources. If it  shows as noncompliant and they’ve taken steps to resolve, wait a few more minutes and check again, as compliance status updates can take up to 30 minutes to appear in the Company Portal app.

Related articles

• Mobile Threat Defense integration with Intune
• Using the Intune Company Portal website

If you have any questions, leave a comment below or reach out to us on X @IntuneSuppTeam!