iPad asks for passcode after factory reset and Clear Passcode does not workSolved

We ran into this before when a device was stuck before network setup. If it is already wiped, MDM commands will not reach it. Also check if it is the local device passcode screen and not an Activation Lock prompt, since that is handled through the apple iOS process instead. 

Hi @carter and @bram,

Sara is absolutely correct regarding device connectivity and the prompt type. Hexnode does not store, display, or retrieve device passcodes, and they cannot be viewed by administrators in the portal.

The Clear Passcode remote action will only work when the device is still managed by Hexnode and actively connected to a network to receive the command. Because the device appears to have been factory reset and is offline, Hexnode cannot push commands, Wi-Fi settings, policies, or passcode actions to it.

If the device is at the local iOS lock screen and cannot communicate with the server, it cannot be unlocked from the Hexnode UEM portal. The device will need to be recovered using Apple’s available recovery or reset options, and then re-enrolled into Hexnode if required. Additionally, as @bram mentioned, if the prompt is an Activation Lock screen instead of a standard device passcode screen, that is handled strictly through Apple’s Activation Lock process.

Please let us know if you need any documentation on the re-enrollment process once the device is recovered.

Best regards,
Eden Pierce,
Hexnode UEM

that explains why the clear passcode action did nothing, thank you for the help.