Troubleshooting and FAQ

Troubleshooting and FAQ

Question:I am unable to login to the portal; my username or password is incorrect.

Answer:

Your login credentials must match the login setup in Lenovo ID/Lenovo Passport. If you are still having problems logging in, reset the Lenovo ID password and try again.

Question:

During device claiming (provisioning), I am asked to run a ‘PowerShell’ script. However, I am getting a “ UnauthorizedAccess” message. What should I do?

Answer:

To execute the PowerShell script file, please run the following command to enable the PowerShell script to run without issues: 

Set-ExecutionPolicy Unrestricted

Question:My LDM portal is not updating with device information, or my device is showing “Offline”. What should I do?

Answer:

This typically happens when the Universal Device Client (UDC) has stopped running on the device. To fix: 
  1. On command prompt, run services.msc command
  2. When Services application opens, you will see a list of services. Search for Universal Device Client.
  3. Check the status column. If status does not show Running, it needs to be restarted. 
  4. Highlight the Universal Device Client, right click and select Restart to start the service. This is an automatic service, therefore, it will start updating the LDM portal soon after.
Question:

I see “Information not currently available. Device network still pending” message on my Device Tray. What should I do?

Answer:

Contact your Org Admin to assign a License to this device. A license may need to be purchased if none are currently available for the organization.

Question:

I installed the Intel vPro® agent on a device and I want to uninstall it. How can I do this?

Answer:

Remote uninstallation of the Intel vPro® agent is not currently supported. This feature will be added in the upcoming releases. For now, removing the agent will require manual interaction with the device.

Question: 

When claiming a device and “Downloading Provisioning Pack”, I receive the message: “An error occurred. Please try again”. What do I do?

Answer:

Please wait 10 minutes and try again. If the problem persists, contact Lenovo to investigate further.

Question: 

I cannot see “Settings Restrictions” and/or “App Restrictions” on my Android Device Tray. What should I do?

Answer:

There are two possibilities for this issue. Please check:
  1. Contact your Org Admin to ensure the Android Settings/Application Management has been enabled under Organization Settings. The default setting is enabled, but if it was disabled, this feature will not appear. 
  2. Device may not have been claimed as Device Owner. Reclaim the device as Device Owner to resolve.
If the feature has been enabled in Org Settings AND the device was claimed as Device Owner, please wait 10 minutes and try again, giving LDM time to recognize the device under Device Owner status. If the problem persists, contact Lenovo to investigate further.


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