Troubleshoot ConfigMgr client details in the admin center

Applies to: Configuration Manager (current branch)

When viewing the ConfigMgr client details, you may run across a common error. Use the following information of common error messages to troubleshoot ConfigMgr client details in the Microsoft Endpoint Manager admin center:

You don’t have access to view this information

Error message: You don’t have access to view this information. Make sure a proper user role is assigned from Intune.

Possible cause: The user account needs an Intune role assigned. In some cases, this error may also occur during replication of information and it resolves without intervention after a few minutes.

Unable to get device information

Error message 1: Device can't be found or you don't have permission to access the device

Possible causes:

• Verify that Configuration Manager's role based access control for the admin user has the device in scope.
• The machine account of SMS Provider role of the primary site (or standalone site) isn't a member of either the Pre-Windows 2000 Compatible Access or Windows Authorization Access (WAA) groups in on-premises Active Directory. For more information, see Some applications and APIs require access to authorization information on account objects.

Error message 2: Unable to get client details (or collection) information. Make sure Azure AD and AD user discovery are configured and the user is discovered by both. Verify that the user has proper permissions in Configuration Manager

Possible causes for Configuration Manager versions 2103 and later:

Typically, this error is caused by an issue with the admin account. Below are the most common issues with the administrative user account:

1. Use the same account to sign in to the admin center. The on-premises identity must be synchronized with and match the cloud identity.

2. Make sure that Configuration Manager has discovered the administrative user account you're using to access the tenant attach features within Microsoft Endpoint Manager admin center. In the Configuration Manager console, go to the Assets and Compliance workspace. Select the Users node, and find your user account.

   If your account isn't listed in the Users node, check the configuration of the site's Active Directory User discovery.

Possible causes for Configuration Manager versions 2010 and earlier:

Typically, this error is caused by an issue with the admin account. Below are the most common issues with the administrative user account:

1. Use the same account to sign in to the admin center. The on-premises identity must be synchronized with and match the cloud identity.

2. Make sure that Configuration Manager has discovered the administrative user account you're using to access the tenant attach features within Microsoft Endpoint Manager admin center. In the Configuration Manager console, go to the Assets and Compliance workspace. Select the Users node, and find your user account.

   If your account isn't listed in the Users node, check the configuration of the site's Active Directory User discovery.

3. Verify the discovery data. Select your user account. In the ribbon, on the Home tab select Properties. In the properties window, confirm the following discovery data:

   • Azure Active Directory Tenant ID: This value should be a GUID for the Azure AD tenant.
   • Azure Active Directory User ID: This value should be a GUID for this account in Azure AD.
   • User Principal Name: The format of this value is user@domain. For example, jqpublic@contoso.com.

   If the Azure AD properties are empty, check the configuration of the site's Azure AD user discovery.

Error loading your content

Error message: Getting results timed out. Make sure the Configuration Manager service connection point is operational and has a connection to the cloud.

Possible causes:

• Make sure the hierarchy is still tenant-attached and connected. For more information, see the CMGatewayNotificationWorker.log file.

• If the service connection point or site server were recently rebooted, this error occurs temporarily.

• A site upgrade or a transient network error can cause this message to occur temporarily.

• For Configuration Manager versions 2103 and earlier, it's possible that the cache has expired and the SQL connection is stale. Restart SMS_Executive service on the machine running the service connection point (SCP) role if you see errors similar to the following in the SCP's CMGatewayNotificationWorker.log:

  [Critical][CMGatewayNotificationWorker][0][System.InvalidOperationException][0x80131509]
  ExecuteReader requires an open and available Connection. The connection's current state is closed.
  

Error validating request

Error message: Error validating request. Verify that the Configuration Manager service connection point can reach the internet endpoints required for tenant attach.

Possible causes: Typically this error is seen when URLs that are needed by tenant attach are blocked. If the service connection point can't access the needed internet endpoints, a validation error will occur. For more information, see Internet endpoints.

Unexpected error occurred

Error message: Unexpected error occurred

Possible causes: Unexpected errors are typically caused by either service connection point, administration service, or connectivity issues.

1. Verify the service connection point has connectivity to the cloud using the CMGatewayNotificationWorker.log.
2. Verify the administrative service is healthy by reviewing the SMS_REST_PROVIDER component from site component monitoring on both the central site and primary site that owns the device.
3. IIS must be installed on provider machine. For more information, see Prerequisites for the administration service.
4. For Configuration Manager version 2002, verify the clock on the service connection point is in sync. If the service connection point's clock is slightly behind, apply KB4563473 - Update rollup for Configuration Manager version 2002 tenant attach issues. Check AdminService.log on the provider machine for any errors.
5. For Configuration Manager version 2002, verify the device is in the security scope for the administrator's security role. For more information, see Fundamentals of role-based administration.

Known issues

Boundary groups list is empty

Error message: No boundary groups found or the user may not have permissions to view boundary group information.

The empty list is a known issue for Configuration Manager version 2002 when you have a hierarchy of Configuration Manager sites.

When the Configuration Manager site is configured to require multi-factor authentication, most tenant attach features don't work

Scenario: If the SMS provider machine that communicates with the service connection point are configured to use multi-factor authentication, you'll be unable to install applications, run CMPivot queries, and perform other actions from the admin console. You'll receive error code 403, forbidden.

Workaround: The current workaround is to configure the on-premises hierarchy to the default authentication level of Windows authentication. For more information, see the Authentication section in the SMS provider article.

Next steps

Troubleshoot tenant attach