Hello, I need some help with the MacBook we manage. The device has initiated a lockout because the user tried signing in too many times with the wrong password. I also tried committing actions using the device’s action options, but in the Action History window I see several pending actions. What can I do? How do I get the actions to go through?
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Replies (4)
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Hexnode Expert
3 weeks ago
Jan 28, 2026
Marked SolutionPending Review
Hey @josiah ,
Could you please confirm if the FileVault policy is configured and the recovery key is escrowed to Hexnode UEM for this device? If not, the device will need to be reset and then re‑enrolled in Hexnode UEM.
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Participant
3 weeks ago
Jan 28, 2026
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No, there’s no FileVault policy. Why does the device need to be reset? The user is just getting a message that she has tried wrong passwords too many times.
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Hexnode Expert
3 weeks ago
Jan 28, 2026
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I understand your concern. Since the device is not communicating with the Hexnode UEM portal, actions cannot be executed through Hexnode UEM. To unlock the device, the FileVault recovery key could be used. In this case, the recovery key is not stored in Hexnode UEM, so login to the device is not possible. The best way to recover access is to perform a factory reset.
Regards,
Simon Scott
Hexnode UEM
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Participant
3 weeks ago
Jan 28, 2026
Marked SolutionPending Review
Got it. The reset worked, and the device is back.
Thanks @simon_scott
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