Improper disenrollmentSolved

@sarahmiller , I am facing the exact same kind of issue. I tried resolving it by deleting the old records manually, but every time a user signs back in, a new entry pops up and I still have the “dead” records taking up space. I can’t seem to get the count back to normal, and it’s starting to affect our license limit. 

Hi  @sarahmiller and @laura123 , thank you for reaching out us!

The issue you are describing usually happens due to improper disenrollment. When a device is manually factory reset or wiped locally, without first being disenrolled from the Hexnode portal, the portal still considers the original record as “Active.” When that same device is re-enrolled, Hexnode sees it as a brand-new instance, creating a duplicate.

To resolve this and clean up your license count, please follow these steps:

1. Identify Duplicates: Go to the Manage tab and filter by Device Name or Serial Number to find the duplicates.

2. Proper Disenrollment: For future cases, always use the “Disenroll device” action from the Actions of the Hexnode UEM portal. This communicates with the device to remove the MDM profile properly.

3. Mark as Disenrolled: For those duplicate devices that no longer exist, select the device in the portal, click on Actions, and choose Mark as Disenrolled.

If you still find that the device count is inaccurate after trying this, please feel free to contact our support team at support@hexnode.com for a deep dive into your account logs.

Regards,

Clara sterling,

Hexnode UEM.

That makes total sense. I was just wiping them locally instead of using the portal actions. I followed the steps to Mark as Disenrolled for the 62 duplicates, and my license count is back to 673. Thanks for the clarification, @clara_sterling