If a device is showing Not Compatible, use the Compatibility Checklist in the Device Details page to identify and resolve the issue.
Identify Why a Device Is Incompatible
- Open the Device Details page for the affected device.
- Scroll to the Troubleshooting section.
- Click Review Checklist to open the Compatibility Checklist.
Compatibility Checklist Example
Alt text: Compatibility Checklist showing disk space requirement and Secure Token User Permission warning on macOS.
The checklist may show multiple issues, such as:
- Insufficient disk space
- Missing Secure Token permissions (macOS)
- Connectivity issues to patch sources
Common Issues and Troubleshooting Steps
1. Disk Space Issues
If insufficient disk space is detected, you may see a message such as:
Device requires at least 3GB of free disk space to proceed.
How to Fix It
- Check the device’s available disk space.
- Free up storage by:
- Removing unused files or applications
- Running a cleanup utility
- Windows: Disk Cleanup
- macOS: Manage Storage
- Increase the disk partition size if needed.
- Return to the Device Details page and re-run the checklist.
2. Secure Token Required (macOS Only)
Some macOS devices may show:
This Mac device requires Secure Token User Permission.
This means the account used for patching does not have Secure Token privileges.
How to Fix It
- Log in with an administrator account that already has a Secure Token.
- Grant Secure Token to the Automox service account or the account used for updates.
- Recheck compatibility.
3. Connection Issues
Windows Devices
A Windows connectivity issue may appear as:
- Unable to connect to Windows Update Server
How to Fix It
- Open Windows Update settings.
- Run the Troubleshooter.
-
If the issue persists, open Command Prompt (Admin) and run:
sfc /scannow
- Restart Windows Update services and/or try the Reset Windows Update Settings worklet:
net stop wuauserv && net start wuauserv
- If still unresolved, collect Windows Update logs and contact Automox Support.
macOS Devices
You may see compatibility failures even when the device is online, especially if it cannot reach Apple’s update servers.
How to Fix It
- Open Terminal.
-
Test connectivity:
nc -z swscan.apple.com 443
- If the test fails:
- Check firewall or proxy rules for outbound port 443
- Verify DNS resolution for swscan.apple.com
- Reboot the device and test again
Next Steps
If the device remains incompatible after troubleshooting, gather the following and contact Automox Support:
- Messages from the Compatibility Checklist
- Relevant OS update logs (Windows or macOS)
- Connectivity test results
- Details of completed troubleshooting steps