Hi everyone. We locked a managed device using the remote Lock Device action quite a few months ago, and now we finally need to unlock it. The problem is that the original Lock Device action is missing from the Action History log, so we can no longer see the unlock PIN.
Is there any hidden section in the portal where we can retrieve this PIN? Wiping the device via recovery mode is our absolute last resort because there is critical unbacked-up data stored locally on it that we need to recover.
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Hello,
Thanks for reaching out to Hexnode Connect.
The Action History log in Hexnode retains action records for a maximum period of 90 days. Because the Lock Device command was executed beyond this retention window, the record—along with its associated unlock PIN—has aged out and is no longer accessible from anywhere within the Hexnode portal.
Since there is no self-service way to retrieve the PIN from the console after this period, your only option to bypass the lock without wiping the device is to check if your team documented the PIN in an internal password vault or IT ticketing system at the time the device was locked.
Going forward, we highly recommend securely documenting the unlock PIN in an external vault the moment a remote lock command is initiated, and ensuring device data is regularly backed up, especially for devices that may remain locked for extended periods.
I hope this helps. If you find any more issues or need further assistance feel free to reach out.
Best regards,
George,
Hexnode UEM
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