Skip to main content

Troubleshooting checklist

Use this sequence before resetting or deprovisioning a device.

1. Identify scope​

  • One user, one device, one organisational unit, or the whole enterprise?
  • When did the problem start?
  • What changed immediately before it started?
  • Can it be reproduced on a pilot device?

2. Check Management Cloud​

  1. Find the device under Devices → Kiosk & Business+ Devices.
  2. Check status, licence type, organisational unit, last active time, and last policy sync.
  3. Check Notification Centre.
  4. Compare the affected device with a working device in the same unit.

3. Check policy scope​

  • Confirm the selected organisational unit.
  • Check whether the value is inherited or locally applied.
  • Confirm that device, user, kiosk, and managed guest session settings are not being confused.
  • Check Updated setting entries before saving.
  • If a recent unsaved edit is wrong, click Revert.

4. Check the device​

  • Confirm power and internet access.
  • Restart only when it is safe for the user's work.
  • Verify system time and network sign-in.
  • Confirm enough local storage.
  • Check whether the expected app or policy appears after sign-in or reboot.

Enrolment fails​

  • Confirm the correct FydeOS build and device board.
  • Confirm available licence quantity.
  • Confirm the enrolling account has permission.
  • Enrol before a normal user signs in.
  • Search all organisational units for the serial number before retrying.

Policy does not apply​

  • Verify the device and user organisational units separately.
  • Confirm that the correct policy page was used.
  • Keep the device online and review Last Policy Sync.
  • Test a simple, low-risk setting in the same unit.
  • Restore the previous value if the change causes a regression.

Kiosk does not launch​

  • Confirm the device uses the intended organisational unit and licence.
  • Open Kiosk → Apps and verify the Auto-Launch App.
  • Confirm the app or website is installed and reachable.
  • Check Kiosk → Settings for URL blocking, power, and accessibility settings.
  • Restart a pilot device after policy sync.

Remote Desktop fails​

  • Confirm that the device is online and not disabled or deprovisioned.
  • Verify admin-role permissions.
  • Check network restrictions, proxy, or firewall behaviour.
  • Retry after refreshing device details.

Before contacting support​

Collect:

  • Device serial number and model.
  • FydeOS and browser versions.
  • Licence type and device status.
  • Organisational unit.
  • Last active and last policy sync times.
  • Exact console path and setting name.
  • Expected result, actual result, and reproduction steps.
  • Screenshot of the error with unrelated personal data removed.

What's next​