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Joey Caparas 2019-03-26 15:16:50 -07:00
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windows/security/threat-protection/windows-defender-atp/troubleshoot-onboarding-windows-defender-advanced-threat-protection.md
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@ -94,7 +94,7 @@ If none of the event logs and troubleshooting steps work, download the Local scr
Error Code Hex | Error Code Dec | Error Description | OMA-URI | Possible cause and troubleshooting steps Error Code Hex | Error Code Dec | Error Description | OMA-URI | Possible cause and troubleshooting steps
:---|:---|:---|:---|:--- :---|:---|:---|:---|:---
0x87D1FDE8 | -2016281112 | Remediation failed | Onboarding <br> Offboarding | **Possible cause:** Onboarding or offboarding failed on a wrong blob: wrong signature or missing PreviousOrgIds fields. <br><br> **Troubleshooting steps:** <br> Check the event IDs in the [View agent onboarding errors in the machine event log](##view-agent-onboarding-errors-in-the-machine-event-log) section. <br><br> Check the MDM event logs in the following table or follow the instructions in [Diagnose MDM failures in Windows 10](https://msdn.microsoft.com/library/windows/hardware/mt632120%28v=vs.85%29.aspx). 0x87D1FDE8 | -2016281112 | Remediation failed | Onboarding <br> Offboarding | **Possible cause:** Onboarding or offboarding failed on a wrong blob: wrong signature or missing PreviousOrgIds fields. <br><br> **Troubleshooting steps:** <br> Check the event IDs in the [View agent onboarding errors in the machine event log](#view-agent-onboarding-errors-in-the-machine-event-log) section. <br><br> Check the MDM event logs in the following table or follow the instructions in [Diagnose MDM failures in Windows 10](https://msdn.microsoft.com/library/windows/hardware/mt632120%28v=vs.85%29.aspx).
| | | | Onboarding <br> Offboarding <br> SampleSharing | **Possible cause:** Windows Defender ATP Policy registry key does not exist or the OMA DM client doesn't have permissions to write to it. <br><br> **Troubleshooting steps:** Ensure that the following registry key exists: ```HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows Advanced Threat Protection``` <br> <br> If it doesn't exist, open an elevated command and add the key. | | | | Onboarding <br> Offboarding <br> SampleSharing | **Possible cause:** Windows Defender ATP Policy registry key does not exist or the OMA DM client doesn't have permissions to write to it. <br><br> **Troubleshooting steps:** Ensure that the following registry key exists: ```HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows Advanced Threat Protection``` <br> <br> If it doesn't exist, open an elevated command and add the key.
| | | | SenseIsRunning <br> OnboardingState <br> OrgId | **Possible cause:** An attempt to remediate by read-only property. Onboarding has failed. <br><br> **Troubleshooting steps:** Check the troubleshooting steps in [Troubleshoot Windows Defender Advanced Threat Protection onboarding issues](#troubleshoot-windows-defender-advanced-threat-protection-onboarding-issues). <br><br> Check the MDM event logs in the following table or follow the instructions in [Diagnose MDM failures in Windows 10](https://msdn.microsoft.com/library/windows/hardware/mt632120%28v=vs.85%29.aspx). | | | | SenseIsRunning <br> OnboardingState <br> OrgId | **Possible cause:** An attempt to remediate by read-only property. Onboarding has failed. <br><br> **Troubleshooting steps:** Check the troubleshooting steps in [Troubleshoot Windows Defender Advanced Threat Protection onboarding issues](#troubleshoot-windows-defender-advanced-threat-protection-onboarding-issues). <br><br> Check the MDM event logs in the following table or follow the instructions in [Diagnose MDM failures in Windows 10](https://msdn.microsoft.com/library/windows/hardware/mt632120%28v=vs.85%29.aspx).
|| | | All | **Possible cause:** Attempt to deploy Windows Defender ATP on non-supported SKU/Platform, particularly Holographic SKU. <br><br> Currently is supported platforms: Enterprise, Education, and Professional. <br> Server is not supported. || | | All | **Possible cause:** Attempt to deploy Windows Defender ATP on non-supported SKU/Platform, particularly Holographic SKU. <br><br> Currently is supported platforms: Enterprise, Education, and Professional. <br> Server is not supported.
@ -126,10 +126,10 @@ ID | Severity | Event description | Troubleshooting steps
## Troubleshoot onboarding issues on the machine ## Troubleshoot onboarding issues on the machine
If the deployment tools used does not indicate an error in the onboarding process, but machines are still not appearing in the machines list in an hour, go through the following verification topics to check if an error occurred with the Windows Defender ATP agent: If the deployment tools used does not indicate an error in the onboarding process, but machines are still not appearing in the machines list in an hour, go through the following verification topics to check if an error occurred with the Windows Defender ATP agent:
- [View agent onboarding errors in the machine event log](##view-agent-onboarding-errors-in-the-machine-event-log) - [View agent onboarding errors in the machine event log](#view-agent-onboarding-errors-in-the-machine-event-log)
- [Ensure the diagnostic data service is enabled](#ensure-the-diagnostics-service-is-enabled) - [Ensure the diagnostic data service is enabled](#ensure-the-diagnostics-service-is-enabled)
- [Ensure the service is set to start](#ensure-the-service-is-set-to-start) - [Ensure the service is set to start](#ensure-the-service-is-set-to-start)
- [Ensure the machine has an Internet connection](#ensure-the-endpoint-has-an-internet-connection) - [Ensure the machine has an Internet connection](#ensure-the-machine-has-an-internet-connection)
- [Ensure that Windows Defender Antivirus is not disabled by a policy](#ensure-that-windows-defender-antivirus-is-not-disabled-by-a-policy) - [Ensure that Windows Defender Antivirus is not disabled by a policy](#ensure-that-windows-defender-antivirus-is-not-disabled-by-a-policy)
@ -154,12 +154,12 @@ If the deployment tools used does not indicate an error in the onboarding proces
Event ID | Message | Resolution steps Event ID | Message | Resolution steps
:---|:---|:--- :---|:---|:---
5 | Windows Defender Advanced Threat Protection service failed to connect to the server at _variable_ | [Ensure the machine has Internet access](#ensure-the-endpoint-has-an-internet-connection). 5 | Windows Defender Advanced Threat Protection service failed to connect to the server at _variable_ | [Ensure the machine has Internet access](#ensure-the-machine-has-an-internet-connection).
6 | Windows Defender Advanced Threat Protection service is not onboarded and no onboarding parameters were found. Failure code: _variable_ | [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). 6 | Windows Defender Advanced Threat Protection service is not onboarded and no onboarding parameters were found. Failure code: _variable_ | [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md).
7 | Windows Defender Advanced Threat Protection service failed to read the onboarding parameters. Failure code: _variable_ | [Ensure the machine has Internet access](#ensure-the-endpoint-has-an-internet-connection), then run the entire onboarding process again. 7 | Windows Defender Advanced Threat Protection service failed to read the onboarding parameters. Failure code: _variable_ | [Ensure the machine has Internet access](#ensure-the-machine-has-an-internet-connection), then run the entire onboarding process again.
9 | Windows Defender Advanced Threat Protection service failed to change its start type. Failure code: variable | If the event happened during onboarding, reboot and re-attempt running the onboarding script. For more information, see [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). <br><br>If the event happened during offboarding, contact support. 9 | Windows Defender Advanced Threat Protection service failed to change its start type. Failure code: variable | If the event happened during onboarding, reboot and re-attempt running the onboarding script. For more information, see [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). <br><br>If the event happened during offboarding, contact support.
10 | Windows Defender Advanced Threat Protection service failed to persist the onboarding information. Failure code: variable | If the event happened during onboarding, re-attempt running the onboarding script. For more information, see [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). <br><br>If the problem persists, contact support. 10 | Windows Defender Advanced Threat Protection service failed to persist the onboarding information. Failure code: variable | If the event happened during onboarding, re-attempt running the onboarding script. For more information, see [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). <br><br>If the problem persists, contact support.
15 | Windows Defender Advanced Threat Protection cannot start command channel with URL: _variable_ | [Ensure the machine has Internet access](#ensure-the-endpoint-has-an-internet-connection). 15 | Windows Defender Advanced Threat Protection cannot start command channel with URL: _variable_ | [Ensure the machine has Internet access](#ensure-the-machine-has-an-internet-connection).
17 | Windows Defender Advanced Threat Protection service failed to change the Connected User Experiences and Telemetry service location. Failure code: variable | [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). If the problem persists, contact support. 17 | Windows Defender Advanced Threat Protection service failed to change the Connected User Experiences and Telemetry service location. Failure code: variable | [Run the onboarding script again](configure-endpoints-script-windows-defender-advanced-threat-protection.md). If the problem persists, contact support.
25 | Windows Defender Advanced Threat Protection service failed to reset health status in the registry. Failure code: _variable_ | Contact support. 25 | Windows Defender Advanced Threat Protection service failed to reset health status in the registry. Failure code: _variable_ | Contact support.
27 | Failed to enable Windows Defender Advanced Threat Protection mode in Windows Defender. Onboarding process failed. Failure code: variable | Contact support. 27 | Failed to enable Windows Defender Advanced Threat Protection mode in Windows Defender. Onboarding process failed. Failure code: variable | Contact support.