MacBook disenrollment pending and license seat not freed after Disenroll Device actionSolved

Hello,

Thanks for reaching out to Hexnode Connect.

When you initiate the Disenroll Device action, the license seat is designed to be freed automatically only if the device successfully receives the command, processes it, and confirms the removal back to the Hexnode server.

However, if the MacBook is offline, powered down, or otherwise no longer communicating with Hexnode, that command cannot be delivered. Consequently, the disenrollment remains stuck in a “pending” state, and the license seat remains occupied.

If the device is no longer accessible and you need to immediately reclaim that license for another enrollment, you must manually clear it from the pending list. Here is how you can force the disenrollment:

1. Navigate to Reports > Built-in Reports (or Device Reports).
2. Open the Disenrollment Pending Devices report.
3. Locate and select your affected MacBook.
4. Click on Actions > Mark as Disenrolled.

This action will instantly mark the device as disenrolled within your portal and return the license to your available pool.

Important Note: Because the Mac never actually received the disenrollment command over the air, any management configurations or restrictions that were previously enforced by Hexnode are still physically locked on that device. If the MacBook is ever powered back on, it will likely need to be factory reset to fully clear those old management profiles.

I hope this helps. If you find any more issues or need further assistance feel free to reach out.

Best regards,
George,
Hexnode UEM