This document relates to the Smallstep Device Identity platform.

Troubleshooting using the Smallstep UI

Resolving global symptoms

First, check for any alerts on your Smallstep dashboard. For exsmallample, if you’ve exceeded device quotas, on the Devices page, you will see a banner at the top of the page.

“I’m not seeing any devices sync from the MDM”

“My devices are no longer syncing from the MDM”

<aside> 👉

Smallstep attempts a partial device sync with connected MDMs at least every hour, and a full sync every 8 hours.

</aside>

1. In Settings → Device Management, choose the connected MDM provider.
2. Check that the status of the provider is ✅ Connected
3. Visit the Logs tab
   • If you see authentication errors, the API credentials may not match between the MDM and Smallstep, or the API credential may have expired. The Overview tab contains the API Client ID and Client Secret.
     • If you’re using Entra ID, make sure there’s only one Client Secret associated with the Smallstep Entra ID Application
     • If it’s still not working, please reach out to Smallstep via an escalation channel.
   • If you see other errors, please reach out to Smallstep via an escalation channel.

“My devices are syncing, but I’m not seeing all the data associated with devices”

“My devices are syncing, but the synced devices aren’t binding to users”

<aside> 👉

Smallstep attempts a partial device sync with connected MDMs at least every hour, and a full sync every 8 hours.

</aside>

1. Wait for the next partial sync.
2. If the data is still not shown, please reach out to Smallstep via an escalation channel.

“I can see information about my own device on smallstep.com, but I can’t view or manage other devices.”

Your Smallstep user doesn’t have the correct permissions. Contact your account owner.

“I’m not able to access smallstep.com”

Please reach out to Smallstep via an escalation channel.

“The SCEP Certificate payload is failing for every device.”

It’s possible that your SCEP URL or credentials are incorrect (or expired) in your MDM or Smallstep settings.

1. Confirm that the SCEP URL is correct.
2. Update the credentials in both the MDM and Smallstep.
3. Try the SCEP payload again.
4. If the issue persists, please reach out to Smallstep via an escalation channel.“My

Resolving device-specific symptoms

“I’m not seeing a particular device sync from the MDM.”

This is usually an issue with the connection to the MDM. The MDM credentials may be incorrect or expired.

<aside> 👉

Smallstep attempts a partial device sync with connected MDMs at least every hour, and a full sync every 8 hours.

</aside>

1. In Settings → Device Management, choose the connected MDM provider.
2. Check that the status of the provider is ✅ Connected
3. Go to the Logs tab
   • In you see authentication errors, the API credentials may not match between the MDM and Smallstep, or the API credential may have expired. The Overview tab contains the API Client ID and Client Secret.
     • If you’re using Entra ID, make sure there’s only one Client Secret associated with the Smallstep Entra ID Application
     • If it’s still not working, please reach out to Smallstep via an escalation channel.
   • If you see other errors, please reach out to Smallstep via an escalation channel.