Forum Discussion
Servicing Profiles not picking up new devices
Hi,
We are currently testing the Servicing Profile feature (for M365 Apps) in our tenant. Results so far are not ideal.
All our devices are built via Autopilot and enrolled into Intune and AADJ. They are added to a servicing profile via a dynamic AAD Group membership. However, some devices show up and others do not, even after multiple days. They are all online and successfully communicating with Intune. The Servicing Profile config reports the correct number of devices in the AAD Group. Yet several devices just do not show up.
All the devices that are part of this test are connected directly to the internet (no proxy involved). The next phase of testing is to try testing with the Zscaler client active on the device (this is where we expect to see issues).
I've checked the registry keys mentioned in the docs and the videos on the Office Deployment insiders YouTube channel. Even the 'working' PCs don't seem to have the stated configuration.
Currently, we are at a loss to explain why some devices show up, but others don't.
Any assistance will be gratefully appreciated.
11 Replies
- manoth_msft
Microsoft
Hi Ivan, a few things to check:
1. Has the user launched the Microsoft 365 Apps at least once and signed into them with an AAD account from your tenant? If not, try this.
2. Does the following registry key exist: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\cloud\office\16.0\Common\officesvcmanager > TenantAssociationKey. The key should get created after the user has signed in and launched the M365Apps once. It is the token used to connect to the Apps admin center.
3. Is the device listed in the Apps admin center's inventory?
Please check above on an affected device and report back.
We also have a dedicated thread on troubleshooting inventory: https://techcommunity.microsoft.com/t5/microsoft-365-blog/onboarding-devices-in-the-microsoft-365-apps-admin-center/ba-p/3068928manoth_msft I am having the same issue.
Some devices are popping up but its also VERY slow. Let me know what you find out.
- manoth_msftHRobertsz We have identified and are working on fixing some delays in the system which slowed down initial onboarding and displaying the correct status in the admin UI. Things should have improved in the last few days. Let us know if you still see major delays.
- Hi Martin,
Many thanks for the reply. Answers to your questions are:
1) Yes, the end-user of the device has logged into either Outlook, Word or Teams on the device
2) Yes, that registry key exists
3) Yes I can filter to find the devices in the Inventory report- manoth_msft
Ivan Webb Thanks for checking. Given that the devices are in inventory (so communicate with the AAC backend), are in the AAD groups (so in-scope for Servicing Profiles), are AAD-J (we don't support AAD-R), there seems to be something off with how the group members are resolved and matched to the inventory.
Please go to the apps admin center, onto the servicing profile page and hit the feedback button on the top right corner. Include your original post, the things you already checked, mentioned "Rangers on TechCommunity" and leave your email. I will ping the team in the background, so we can start investigating your case.
