Managing Devices in Lookout Mobile Endpoint Security
Why is a device not showing in the Devices list?
Answer 1: The user that owns the device is not in the Enrollment Group specified in the Lookout MES Console.
Login to the Lookout MES Console and go to the settings page, then review the Enrollment Management section. There should be a set of Entra ID groups configured for enrollment. Verify that the user that owns the missing device is in one of the specified Entra ID groups. If you have to add them to the group, then it takes up to the configured polling interval (5 minutes by default) to see the device show up in the Lookout MES Console Devices list.
Answer 2: The device may be unsupported by Lookout MES.
Discovered devices that are unsupported appear in the Managed Devices section of the connector settings page on the Lookout MES Console.
Why is a device stuck in the Pending state?
Answer: The Pending state indicates that the end user has not opened the Lookout for Work application and clicked the Activate button.
What does it mean when a device shows as Active without a Mobile Device Management ID?
Answer: The user that owns the device is not in the Enrollment Group for the Lookout MES Console.
Login to the Lookout MES Console and go to the settings page, then review the Enrollment Management section. There should be a set of Entra ID groups configured for enrollment. Verify that the user that owns the device is in one of the specified Entra ID groups.
A device can get into this state if the user who owns it has been removed from the Enrollment Group, or if the Lookout MES Administrator has removed the user’s enrollment group from the Enrollment Management section. While a device is in this state, Lookout continues to notify the user of any detected threats, but it does not send threat information to Intune.
How can I force a device state resync to Lookout Mobile Endpoint Security and Intune?
Answer: From the Lookout MES Console Devices page, an administrator can select the device and click Delete. The device owner must then open the Lookout for Work app and click Activate to fully resync the device.
How do I move a previously registered device to another user?
Answer: Wipe the device and ask the new user to enroll.
From the Intune admin console, right click the device and choose retire/wipe to remove the device. After retiring the device, delete it from the Lookout MES Console Devices page.
As long as the new user is in an Enrollment Group specified in the Lookout MES Console, the device will appear once Entra ID associates it with the new user.
