Troubleshooting
      Back to home
      1. Cyvatar Knowledge Base
      2. Troubleshooting

      Automox | Not Compatible - Troubleshooting

      In Automox, it's crucial to address common issues that cause devices to be marked as "not compatible." Below are detailed troubleshooting steps for 3 most common reasons for this status.

       

      ***AUTOMOX REQUIRES A MINIMUM OF 3GB OF DISK SPACE TO BE FREE AT ALL TIMES TO PATCH DEVICES - WE RECOMMEND KEEPING AT LEAST 5GB FREE TO AVOID INTERUPTIONS IN YOUR PATCHING***

      Below Are Options to Help You Clear Up Disk Space On Your Device:


      1. Low Disk Space: Windows

      • Run Disk Cleanup:

        • Open the Start menu and type Disk Cleanup.
        • Select the drive you want to clean (usually C:).
        • Check all the boxes for files you want to delete and click OK.

      • Use Storage Sense:

        • Go to Settings > System > Storage.
        • Turn on Storage Sense to automatically free up space by deleting unnecessary files.

      • Uninstall Unnecessary Applications:

        • Go to Settings > Apps > Apps & features.
        • Uninstall applications you no longer need.

      • Move Files to External Storage:

        • Transfer large files such as videos, photos, and documents to an external hard drive or cloud storage.

      • Delete Temporary Files:

        • Open Settings > System > Storage.
        • Click on Temporary files and select the files you want to delete.

      Low Disk Space: Mac

      • Use Storage Management:

        • Click on the Apple menu and select About This Mac.
        • Go to the Storage tab and click Manage.

      • Optimize Storage:

        • In the Storage Management window, enable Optimize Storage to automatically remove watched movies and TV shows.

      • Empty Trash Automatically:

        • Enable Empty Trash Automatically to delete items that have been in the Trash for more than 30 days.

      • Reduce Clutter:

        • Review and delete large files, downloads, and other items that you no longer need.

      • Move Files to External Storage:

        • Transfer large files such as videos, photos, and documents to an external hard drive or cloud storage.

      These steps should help you free up disk space on both Windows and Mac devices. If you need more detailed instructions on any of these points, feel free to ask!

      _________________________________________________________________________________________________

      2. Windows Update Server Disconnected


      Symptoms:
      - Error messages indicating the device cannot connect to the Windows Update server.
      - Updates fail to download or install.

      Steps to Fix:
      1. Check Internet Connection:
         - Ensure the device is connected to the internet.
         - Restart your router or modem if necessary.

      2. Run Windows Update Troubleshooter:
         - Go to `Settings` > `Update & Security` > `Troubleshoot`.
         - Select `Windows Update` and run the troubleshooter.

      3. Restart Windows Update Service:
         - Press `Win + R`, type `services.msc`, and press `Enter`.
         - Find `Windows Update` in the list, right-click it, and select `Restart`.

      4. Reset Windows Update Components:
         - Open Command Prompt as an administrator.
         - Run the following commands one by one:
           ```
      Net stop bits
      Net stop wuauserv
      Net stop appidsvc
      Net stop cryptsvc
      Remove-Item -Path "C:\ProgramData\Microsoft\Network\Downloader\qmgr*.dat" -Force
      Remove-Item -Path "C:\Users\All Users\Microsoft\Network\Downloader\qmgr*.dat" -Force
      Rename-Item -Path "C:\Windows\SoftwareDistribution" -NewName "SoftwareDistribution.old" -Force
      Net start bits
      Net start wuauserv
      Net start appidsvc
      Net start cryptsvc
      Get-ChildItem -LiteralPath '\\?\C:\Windows\SoftwareDistribution.old' -Recurse -Force | Remove-Item -Recurse -Force
      Remove-Item -Path "C:\Windows\SoftwareDistribution.old" -Recurse -Force
           ```

      _________________________________________________________________________________________________

      3. Missing Secure Token

       

      Symptoms:
      - Errors related to missing secure tokens or certificates.


      Steps to Fix:

      In order to fix the not compatibles that are missing secure token:

       

      1. Open the terminal on the MacOS device.

      2. Run the command below to remove the service account.

         

        sudo /usr/bin/dscl . -delete /Users/_automoxserviceaccount

         

      3. After removing the service account, scan the device in Automox from the affected device's device page by clicking the "SCAN DEVICE" button.

         

      4. Once the scan is complete and the device status goes back to "Ready" as shown below, scroll down in the device page to the associated policies section and run the "MacOS - Configuration - Enable Apple Silicon Patching" worklet by clicking "Run On This Device" as shown below.

         

         

      5. When you run the worklet, the prompt should be sent to the user to have them type in their password after a few moments.

      6. Once the user types in the password that they use to sign into their device with, the compatibility icon should return to green as shown below.

         

        ***Note: The Compatibility icon may not turn green until after Automox has finished scanning again, after the user enters their password. You may also need to refresh your browser once the scan is complete to see the change in the console.

         


      _________________________________________________________________________________________________


      By following these steps, you can effectively troubleshoot and resolve common issues that cause devices to be marked as "not compatible" in Automox. If you encounter any persistent problems, consider reaching out to Automox support for further assistance.