Tools

Fixing “Inactive” Intune Connection in SolarWinds Service Desk

After completing the configuration, some customers report that the Intune connection in SolarWinds Service Desk shows as “Inactive” status. This issue is often linked to misconfigured settings in Microsoft Entra (formerly Azure AD) or incorrect credentials entered in the SolarWinds Service Desk setup.

First published date

6/20/2025 7:50 AM

Last published date

6/20/2025 7:50 AM

Overview

This article provides step-by-step instructions and recommendations for resolving the “Inactive” status of the Intune connection in SolarWinds Service Desk. It covers common causes—such as misconfigured Microsoft Entra settings or incorrect credentials—and guides users through verifying and updating their integration setup to enable syncing assets from Intune to Service Desk.

 

 

Product section

Service Desk

Cause

The “Inactive” status of the Intune connection in SolarWinds Service Desk is usually caused by one of the following:

  • Incorrect configuration in the app registration on the Microsoft Entra (formerly Azure AD) side.
  • Wrong Application ID or Secret ID was entered in the SolarWinds Service Desk setup.
  • Using non-admin credentials when prompted to sign in to Microsoft after entering the Application ID and Secret Value, instead of the Azure Admin account.

Resolution

Make sure all steps in the Intune configuration documentation link are followed.

If the Intune connection status appears as “Inactive” with a message to update credentials, double-check that the following are correctly set up:

  • App Registration (Microsoft Entra):
    During the initial setup, ensure that “Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant)” is selected under Supported account types.

(Screenshots property of © 2025 Microsoft)

 

  • Redirect URIs:
    Verify that the required Redirect URIs are added in the Authentication section of the app (Microsoft Entra).
  1. https://<app/appeu/appau>.samanage.com/auth/microsoft_graph_auth/callback
  2. https://<accountname>.samanage.com/auth/microsoft_graph_auth/callback
  3. https://customdomain.domain.com/auth/microsoft_graph_auth/callback (if a custom domain is configured in your Service Desk)

 

  • Credentials:
    Make sure the Application (client) ID and Client Secret are accurately copied from the app registration.

Application (client) ID → corresponds to the Application ID in Microsoft Entra

(Screenshots property of © 2025 Microsoft)

Application (client) Secret → corresponds to the Secret Value in Microsoft Entra

Screenshots property of © 2025 Microsoft

 

  • Microsoft Sign-In Prompt:
    After entering the credentials in SolarWinds Service Desk, you’ll be asked to sign in to Microsoft. Use the Azure admin account linked to the app registration, not your Service Desk admin account.

 

If you've followed the steps and confirmed the settings are correct but still see errors, please contact the Technical Support Team at technicalsupport@solarwinds.com.