Device is Showing as "Not Compatible"

If your device is showing as "Not Compatible," follow these steps to identify the cause and troubleshoot effectively.

How to Identify Why a Device is Incompatible

1. Open the Device Details page for the affected device.
2. Scroll down to the Troubleshooting section.
3. Click the Review Checklist button to view the list of issues. This checklist will provide details on compatibility problems, which might include multiple causes. 
   
   

Common Issues and Troubleshooting Steps

Disk Space issues

If the checklist flags insufficient disk space, the device may not have enough storage to install updates. For example:

Error: Device requires at least 3GB of free disk space to proceed. This example for 3GB of disk space is a placeholder disk space check, which checks to see if there is enough space on the device to install an update. 

 

Steps to Resolve

• Check the available disk space on the device. 
• Free up space by:
  • Deleting unused files or applications
  • Running a disk cleanup utility (e.g. Disk Cleanup on Windows or Finder's Manage Storage on macOS)
  • Increasing the partition size if necessary

Connection Issues

Windows Devices: The checklist may display an error like:

Error: Unable to connect to Windows Update Server

 

This error typically points to a problem with Windows Update. Here’s how to troubleshoot:

1. Open the Windows Update settings.
2. Click Troubleshoot to run the built-in diagnostic tool.
3. If the issue persists:
   • Open Command Prompt as an administrator and run the following commands:
     • sfc /scannow (to check system file integrity).
     • net stop wuauserv && net start wuauserv (to restart Windows Update services).
   • If you still encounter issues, gather error codes from Windows Update logs and submit them to Automox Support.

macOS Devices: For macOS, connection issues may occur if the device cannot access Apple’s update server (swscan.apple.com) on port 443.

Steps to Resolve

1. Open Terminal on the affected device.

Run the following command to test connectivity:

nc -z swscan.apple.com 443

2. If the connection fails:
   • Check the device’s firewall or proxy settings to ensure port 443 is open.
   • Verify the device can access other internet resources.
   • Restart the device and try again

Next Steps

If you still encounter issues, gather error codes from Windows Update logs and submit them to Automox Support. Be sure to include:

• Error messages from the checklist.
• Logs from the device (e.g., update logs, connectivity tests).
• Details of any troubleshooting steps already performed.