The scanner service is being stopped

Question

Hi,

I am facing an issue where users with Windows 11 systems managed by Intune are unable to scan physical checks into an online portal, while the same functionality works perfectly fine on devices that are not managed by Intune.

The scanner in use is the Digital CheXpress CX30, and I have installed the required drivers from the vendor. Despite uninstalling and reinstalling the drivers and confirming that the scanner service is running, the issue persists. The service tends to stop, and elevated privileges are required to restart it.

Has anyone encountered a similar issue with Intune-managed devices and peripheral scanners? Any suggestions on what might be causing the issue or how to resolve it would be greatly appreciated.

What logs or settings should we check to understand why the check scanner isn’t functioning correctly on Intune-managed devices?

I checked the Defender policy, but I didn’t find anything. Can you please let me know what policies or settings could be causing the service to stop?

Answer 1

@TechUST, Thanks for posting in Q&A. From your description, I know the scan physical check is working on not Intune managed device but not working on Intune managed device.

To clarify our issue, please check the following information:

1, For the working device and not working device, are they with the same OS version?

2, Review the Intune policies applied to the managed devices. Like security or device restriction policies might be interfering with the scanner service. Please check if there's any setting may related configure for the affected device.

3, Choose one test device with the same OS version, enrolled with a test user without any policy assigned and then test with the scan physical check to see if it can work.

Please check the above information and if there's any update, feel free to let us know.

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Answer 2

Check Event Viewer logs related to the scanner service.

Intune policy reports.

Process Monitor logs.

It seems Intune policies are the likely cause of the issue. Create a test group in Intune and assign a device with no policies. Add policies back incrementally until the issue reappears to pinpoint the problematic configuration.

Test the portal on different browsers.

Use Process Monitor or Sysinternals Suite as diagnostic tools.