Locked out of devices due to factory resetSolved

If the device is still checking in, you might be able to push a device scan and then quickly modify the restriction blocking the reset option.

Yeah, we tried the scan action. It’s stuck on pending. Looks like they’re not communicating with the portal anymore.

Hi @margaret,

If the device has an active internet connection and is checking in with the portal, you can first try initiating Disenroll Device action from:

Manage > Select device > Action > Device Control > Disenroll Device.

If the device remains online, the MDM profile will be removed automatically and you can then mark it as Disenrolled in the console.

However, since the Scan Device action is in ‘Pending’ status and the devices do not have internet access, remote changes will not apply.

In this case, you will need to perform a manual factory reset via recovery mode.

Please follow these steps:

1. Power off the device.
2. Connect it to a PC or laptop via USB.
3. Press and hold Volume Up + Power simultaneously.
4. Release both buttons when the Samsung logo appears.
5. In the recovery menu, use the volume buttons to navigate to Wipe data / factory reset.
6. Press the Power button to select.
7. Confirm by selecting Factory data reset.
8. Once the process completes, choose Reboot system now.

This will perform a factory reset even if reset restrictions were previously applied through policy.

Regards,
Sienna Carter
Hexnode UEM

Just to add, depending on how these were originally enrolled, they might automatically re-enroll during setup.

That’s fine actually, we just needed a way to break out of the restriction.

Thanks, recovery mode reset it is.