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Runbook — Device Non-Compliant, User Has Urgent Meeting

Scenario

A user's screen is showing a message saying their device is not compliant and they need to contact IT. They have an important meeting in 10 minutes.

Steps

1. Get the User Into Their Meeting First

Do not attempt to resolve the compliance issue before addressing the immediate urgency. Ask the user: - Do you have a phone or another device you can use? - Can you join the meeting via teams.microsoft.com in a browser on another device?

Get them into their meeting first. The compliance issue can be resolved while they are in the meeting or immediately after.

2. Identify the Compliance Failure

intune.microsoft.com → Devices → All devices → select the device → Device compliance

Note all failing settings.

3. Resolve the Compliance Issue

Common causes and fixes:

Failing setting Fix
BitLocker Enable BitLocker on the device — search Manage BitLocker in Start
Firewall Re-enable Windows Firewall via Windows Security
Password complexity Reset password to meet policy requirements
Antivirus / Defender Re-enable Defender via Windows Security
OS version Check Windows Update and install pending updates

4. Force a Sync

After resolving the failing settings, force a sync:

Settings → Accounts → Access work or school → click the work account → Info → Sync

Allow 5-10 minutes for the compliance status to update in Intune.

5. Confirm Compliance

intune.microsoft.com → Devices → All devices → confirm the device shows as Compliant

Escalate If

  • The compliance issue cannot be resolved quickly — escalate to 2nd line
  • The failing setting requires admin intervention on the device — escalate
  • You are considering removing the device from the compliance policy — do not do this without manager approval. Exempting a device from compliance creates a security gap and requires authorisation

Notes

  • Always get the user into their meeting first via an alternative device — urgency should not push you into making security decisions above your authority
  • Do not remove devices from compliance policies to resolve an urgent issue — this is a security decision, not a support decision, and requires authorisation
  • A compliant device that suddenly goes non-compliant is worth investigating after the immediate issue is resolved — check what changed