We have a few Android devices in our fleet that are occasionally getting stuck on a screen that says “Phone is starting” and then freezing entirely. Because they are stuck at this stage, I can’t seem to push any commands from the Hexnode portal to fix them.Is this a known issue with the Hexnode agent, and how can we get these devices back online?
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Marked SolutionPending Review
Hexnode Expert
2 days ago
May 16, 2026
Marked SolutionPending Review
Thankyou for raising this question.
After going through this thoroughly, we can confirm that this is a device-specific hardware or system firmware issue rather than a fault within the Hexnode UEM.
This hang occurs when the Android OS fails to complete its internal boot sequence or when a system-level process (such as the System UI) crashes during startup. This happens at the OS level before the Hexnode agent can fully initialize, the device cannot communicate with the server or receive remote commands.
Recommended Troubleshooting Steps
Since the device is not reachable remotely, you will need to perform these manual actions:
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Forced Restart: Hold the Power and Volume Down buttons simultaneously for 10–15 seconds to trigger a hard reboot.
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Safe Mode: Attempt to boot the device into Safe Mode. If it boots successfully, it confirms a conflict with a local system app or a corrupted OS cache.
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Wipe Cache Partition: If you can access the Recovery Menu, clearing the system cache often resolves boot loops without deleting user data.
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Factory Reset: As a last resort, a manual factory reset via hardware keys may be necessary to restore functionality.
If the issue persists across multiple restarts, it often points to a corrupted firmware update or an underlying hardware defect. In such cases, we recommend contacting the device manufacturer (OEM) directly for warranty support.
Regards,
Mary Romero
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