How to Fix Intune-Provisioned Windows Devices Blocking User Sign-In: Troubleshooting & Prevention

In-Depth Guide: Fixing Intune-Provisioned Devices That Block User Sign-In

When users can’t sign into Windows devices managed by Intune, work grinds to a halt. This often happens in environments using third-party identity providers or after enrollment fails. Follow these detailed steps to troubleshoot and prevent sign-in failures.

1. Identify the Root Cause

Before you fix anything, gather facts.

1. Check the Intune portal for each device:
   1. Look under Devices to see if it shows MDM: None.
   1. Note which users are affected.
2. Ask users to record exact error messages at log-on (e.g., “Unable to reach account service”).
3. Confirm whether devices recently changed identity providers or had policy updates.

2. Step-By-Step Troubleshooting

Step 2.1: Review Azure AD Sign-In Logs

1. Sign in to the Azure portal.
2. Navigate to Azure Active Directory > Sign-in logs.
3. Filter by the affected user’s name or device ID.
4. Look for failures marked Conditional Access or Token expired.
5. Note any error codes or messages for deeper research.

Step 2.2: Verify Network Connectivity

1. At the Windows sign-in screen, press Shift+F10 to open a command prompt (if allowed).
2. Run ping login.microsoftonline.com to test reachability.
3. If ping fails, check Wi-Fi or Ethernet connectivity:
   1. Plug in a known-good network cable.
   1. Confirm DHCP is issuing an IP address.
4. Ask users to sign in again.

Step 2.3: Re-Enroll the Device in Intune

1. On the device, open Settings > Accounts > Access work or school.
2. If the school or work account is missing, click + Connect, then enter the user’s credentials.
3. Install or open the Company Portal app and sign in.
4. Confirm the device shows Managed in the Intune portal.
5. Sync policies in Company Portal and wait for compliance checks to complete.

Step 2.4: Enable Local Admin Access with LAPS

1. In your Intune tenant, go to Devices > Configuration profiles.
2. Create a new profile:
   1. Platform: Windows 10 and later
   1. Profile type: Templates > Local admin password solution (LAPS)
3. Assign the profile to all device groups.
4. Deploy and verify LAPS settings by checking the LocalAdminPassword attribute in Azure AD for a test device.
5. If users are locked out, retrieve the local admin password from Intune and log in locally.

Step 2.5: Perform a Windows Reset (Last Resort)

1. On the sign-in screen, hold Shift and click Restart.
2. Choose Troubleshoot > Reset this PC.
3. Select Keep my files to preserve user data.
4. Follow prompts to reset Windows, which triggers a fresh Intune enrollment.
5. After reset, have the user sign in again using the Company Portal.

3. Preventive Measures

3.1: Validate Identity Provider Compatibility

1. Before switching IdPs, test sign-in on a pilot group of devices.
2. Verify support for Kerberos or SSPI at the Windows log-on screen.
3. If unsupported, plan to keep Azure AD join or use a supported federated IdP.

3.2: Use Hybrid Azure AD Join or Co-Management

1. In the Intune admin center, enable Azure AD hybrid join for your domain-joined devices.
2. If you already use Configuration Manager, enable co-management to retain local authentication.
3. Assign devices to a pilot group and verify seamless sign-in before broad rollout.

3.3: Allow “Other User” at Sign-In

1. In Intune, create a Device restrictions profile for Windows 10 and later.
2. Under Logon settings, ensure Hide “Other user” is Disabled.
3. Assign the policy to all devices.
4. Confirm that the sign-in screen now shows the Other user option.

3.4: Document Recovery Playbooks

1. Create a runbook detailing each recovery step: log-in logs, network checks, re-enrollment, LAPS retrieval, and reset procedures.
2. Store the runbook in your ITSM or SharePoint.
3. Train helpdesk staff on following the runbook during support calls.

4. Communication Best Practices

• Notify users before any identity provider migration or enrollment change.
• Provide clear instructions on checking network status and using the Company Portal.
• Share emergency contacts for LAPS password retrieval and support.
• Update documentation with any new steps or policy changes.

Following these steps ensures you can quickly restore access when Intune-managed devices block sign-in. And by putting preventive measures in place, you minimize future disruptions.