iPhone showing inactive in Hexnode and remote actions not reaching deviceSolved

If an iPhone has not checked in with Hexnode for several days, remote actions from the portal may not reach the device until it comes online and communicates with the Hexnode server again. Ask the end user to verify the following on the iPhone:

1. Confirm the device has a stable internet connection.
2. Restart the iPhone.
3. Switch to another network, such as from Wi-Fi to cellular data or to a different Wi-Fi network.
4. Open the Hexnode UEM app on the device and tap the sync option.
5. Make sure the device date and time are set correctly.

You can also try sending a Scan Device action from the portal by going to Manage > select the device > Actions > Scan Device. However, if the device is completely offline or unable to contact Hexnode, the action will only take effect after the device checks in again.

So if the iPhone is inactive, the Scan Device action will not immediately wake it up, right? It still depends on the device getting internet access and checking in first?

Correct. The portal cannot force an inactive iPhone to respond if the device is offline, powered off, has no stable network, or cannot communicate with Hexnode. The Scan Device action is useful once the device is reachable again. For this case, the most useful first checks are network connectivity, restarting the iPhone, switching networks, manually syncing from the Hexnode UEM app, and verifying date/time settings. Once the device checks in, pending remote actions should start working normally again.