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A managed Samsung Galaxy phone is locked, and the assigned user is no longer available. I tried the Clear Passcode remote action from Hexnode, but the device has not checked in for several days. It appears to have Wi-Fi and mobile data connectivity, but I cannot unlock it to open the Hexnode app, run a manual sync, or change network settings. Is there any way to force the Clear Passcode action to run while the device is locked and inactive?
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Marked SolutionPending Review
Hexnode Expert
2 weeks ago
Jul 30, 2026
Marked SolutionPending Review
Hi @remy,
For Android devices, the Clear Passcode remote action can be executed only after the device checks in with Hexnode. If the device is shown as inactive or has not communicated with the portal, the command remains pending and cannot be delivered to the device.
In this case, the main limitation is the combination of these conditions:
– The device is locked.
– It has not checked in with Hexnode for several days.
– A manual sync cannot be triggered because the device cannot be unlocked.
– Network settings cannot be changed from the device UI.
Even if the device appears to switch between known Wi-Fi and mobile data, Hexnode still needs an active check-in from the device management agent for remote actions such as Clear Passcode to execute.
If the device does not check in on its own, Hexnode cannot remotely clear the passcode. The practical recovery option is to boot the Samsung device into Recovery Mode and perform a factory reset. This removes the lock, but it also erases the device data. After the reset, the device can be set up again and re-enrolled into Hexnode.
Regards,
Sienna Carter
Hexnode UEM
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