Lost Mode disable command not responding though iOS device is onlineSolved

If the device is online but the Disable Lost Mode command is not going through, check whether another MDM command is stuck in the device’s Action History.

In this case, the key clue is that a Scan Device action is stuck in the opening/pending state. A stuck command can prevent subsequent actions, including Disable Lost Mode, from being processed correctly. Try the following:

1. Go to Manage > Devices and open the affected device.
2. Open Action History.
3. Look for any action that remains in opening, pending, or a similar incomplete state.
4. Use the refresh icon next to the action to update its status.
5. Once the scan action completes successfully, trigger Disable Lost Mode again.

If the command still does not proceed, temporarily removing the applied policies from the device and then reapplying them after the device checks in can help clear the stuck state. After reapplying the policies, run Scan Device again and verify that it completes successfully before sending Disable Lost Mode.

Refreshing the action history helped me see the stuck action more clearly, but Lost Mode still didn’t turn off right away. I removed the policies from the device, and after that the Lost Mode disable action worked. Then I reapplied the policies.

Correct. After removing and reapplying the policies, make sure to perform a Scan Device action and confirm that it completes successfully. This helps verify that the device is communicating properly with Hexnode and that the command queue is no longer stuck.

For future cases, the recommended order is:

1. Confirm the device is online and has stable internet.
2. Restart the device if needed.
3. Check Action History for stuck actions.
4. Refresh the stuck action status.
5. Run Scan Device and wait for it to complete.
6. Retry Disable Lost Mode.

If the issue persists, remove the associated policies temporarily, allow the device to check in, then reapply the policies and scan again. The working fix here was clearing the stuck state by removing the policies, then reapplying them and confirming communication with a successful scan.