2016345612(Syncml(500) - Intune Compliance Policy Error

Question

We have had this recurring issue for a long time now, and despite searching the error all over the place, there seem to be a lot of other IT professionals in the same boat, but no obvious answers.

The error is on the Anti-Virus setting on the default compliance policy.

2016345612(Syncml(500): The recipient encountered an unexpected condition which prevented it from fulfilling the request)

The compliance policy in question is assigned to all users.

This is a very annoying issue as it stops users from being able to access any MSFT apps as it marks the device as non compliant.

we are forced to add users to the exclusion list of the policy until the error clears on it's own days/weeks later.

If anyone has any ideas on what could be the cause or any possible fixes, it would be greatly appreciated

Answer 1

I have recently found that the following commands, in order, fix this issue fairly reliably (syncml issue on either Firewall or AV compliance)

• Connect to MgGraph with Intune scopes

Connect-MgGraph -scope DeviceManagementManagedDevices.PrivilegedOperations.All, DeviceManagementManagedDevices.ReadWrite.All,DeviceManagementManagedDevices.Read.All

$device = Get-MgDeviceManagementManagedDevice -Filter "contains(deviceName,'<DEVICENAME>')"

Sync-MgDeviceManagementManagedDevice -ManagedDeviceId $device.id

• Trigger a compliance check via local process on PC (use remote shell or execute locally)

Start-Process -FilePath "C:\Program Files (x86)\Microsoft Intune Management Extension\Microsoft.Management.Services.IntuneWindowsAgent.exe" -ArgumentList "intunemanagementextension://synccompliance"

• Trigger a sync via local scheduled task on PC (use remote shell or execute locally)

Get-ScheduledTask -TaskName “Schedule #3 created by enrollment client” | Start-ScheduledTask

Answer 2

Compliance delays on pre-provisioned devices have been an ongoing issue for us. My own view of what is happening at least for us. We have had multiple cased open going back to early 2023.

 

Word on the street is updates are coming to Intune 2404 that will help alleviate some of the compliance delays on devices in error due to a transient state. I think the goal here was changes to the reporting of the transient state of the FW/AV components. Think SyncML500 errors. 

 

Devices that are pre-provisioned and a delay occurs from user enrollments, think sitting for x days before enrollment, are impacted by the day 1 scheduled task not running every 3 minutes for 15 minutes / every 15min for 2 hours for syncing the device. These tasks are scheduled to run after enrollment but are created and started on the pre-provisioned day. When the user finishes the enrollment, they are not updated with the current date for the user enrollment so they don't seem to run any more to help get the device syncing and compliant like you would see on a user only enrollment. 

\Microsoft\Windows\EnterpriseMgmt{enrollmentGUID}\Schedule #1 created by enrollment client

\Microsoft\Windows\EnterpriseMgmt{enrollmentGUID}\Schedule #2 created by enrollment client

https://learn.microsoft.com/en-us/mem/intune/configuration/device-profile-troubleshoot#policy-refresh-intervals

 

We have noticed users that use Windows Hello for Business log into the device faster than the AV/FW services are fully working after a restart and the login scheduled task (\Microsoft\Windows\EnterpriseMgmt{enrollmentGUID}\Login Schedule created by enrollment client) to kick off a sync reports a transient syncml500 error for those components to Intune on the policy and since the devices have never been compliant, they do not follow the error state grace period and get marked non-compliant. Additional manual sync may be required to get out of this state. Since the scheduled day 1 tasks don't run it is a manual process. Or you may have to wait until the every 8 hour sync happens. \Microsoft\Windows\EnterpriseMgmt{enrollmentGUID}\Schedule #3 created by enrollment client

https://learn.microsoft.com/en-us/mem/intune/protect/compliance-policy-create-windows#device-security

https://learn.microsoft.com/en-us/mem/intune/protect/compliance-policy-monitor#device-behavior-with-a-compliance-setting-in-error-state

Answer 3

The below process has fixed InTune MDM not compliant due to 'antivirus syncml(500)' issue for me four times in a row, across 4 different Windows endpoints used by 4 different users.

1. Install Company Portal app
2. Use Company Portal app to run a sync
3. From Intune run a sync for that endpoint
4. Shutdown the Endpoint
5. Wait a minute
6. Power on the endpoint, logon, wait a minute
7. If still not compliant repeat from step 2

Had to do this four times on endpoint 1, endpoint 2 needed it done only once, endpoint 3 and 4 needed it done 3 times.

Answer 4

Current situation:

• So we have an Device Compliance Policy for W10/11 where Firewall is Enabled. (MarkDeviceNotCompliant = 1 Days). We use a Dynamic Security group with a DevicePhysicallds filter: "(device.devicePhysicalIds -any _ -startsWith "[OrderID]:User")". Hostnames are less then 15 characters.
• We use GlobalProtect VPN, which will not work if the device is in de Not Compliant state and shows us the device does not comply with the Compliance Policy because the Edge account is not signed-in and synchronizing. Strangly all other apps work fine. We see that mostly new or reprovisioned with autopilot devices are getting the error on Firewall:

"2016345612(Syncml(500): The recipient encountered an unexpected condition which prevented it from fulfilling the request)"

So firstly, we checked the firewall on the devices, which state is Enabled and no errors on the device.
Disabled the Firewall multiple times and performed multiple quickscans and Syncs after that. As mentioned as a solution on many forms. Sadly it only fixed it on one device.

So we researched a bit more on the internet and came accross multiple actions we could try as follows:

• Check Edge > logged on + sync > Sync device no result
• Laptop login > Password
• Recently changes password? > about 2 weeks (sometimes Lock device+ signin again works)
• Defender Quick scan + Sync device no result
• Sync from Settings > / work/school > No result
• Disable PANGPS (Windows service for GlobalProtect VPN)
• Check CPU time > 16h > Rebooted machine > Sync device no result
• Powershell:

Start-Process -FilePath "C:\Program Files (x86)\Microsoft Intune Management Extension\Microsoft.Management.Services.IntuneWindowsAgent.exe" -ArgumentList "intunemanagementextension://synccompliance"

&

Get-ScheduledTask -TaskName “Schedule #3 created by enrollment client” | Start-ScheduledTask

Lock/reboot:

• Lock device and login with password > functional
• Reboot device + sign-in with password > functional
• Sync from Settings > / work/school and from company portal

The strange thing is, we could fix the issue on two devices where we just had to Lock device and Sign in with Password instead of PIN code and sync the device. After that it came compliant.

On another device we could fix the issue by performing a quickscan and a Sync. After we tried every step mentioned above and after that it came compliant.

On again another device we could fix the issue, after trying everyting mentioned above, with the mentioned Powershell commands which perform a Sync.

On again another device we could fix the issue after signing in with the Local Admin Password configured in Intune. Sync within that account and then sign-in again with the primary user.

Further research:
[https://learn.microsoft.com/en-us/mem/intune/protect/compliance-policy-create-windows#:~:text=Device%20Security-,Firewall%3A,-Not%20configured%20(](https://learn.microsoft.com/en-us/mem/intune/protect/compliance-policy-create-windows#:~:text=Device%20Security-,Firewall%3A,-Not%20configured%20()
Checked if there is an GPO with a Firewall settings what could override the Intune policies > no GPO active as far as I could find.

I also checked the IntuneManagementLogs if I could find something helpfull but sadly it did not pointed me in any direction.

So, I really have no clue what the root cause of the issue is here because of the multiple actions that could fix the issue.

Answer 5

I can confirm we are a Defender shop and seeing this as well, specifically for the Firewall setting within Device Compliance. It seems to resolve itself after a few hours, but OP mentions, it locks users out.