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A remote Mac user is locked out at the FileVault login screen, and we do not have the FileVault recovery key. I tried sending a password reset from Hexnode and also tried creating another local account, but both actions are stuck in Pending. The Mac is connected to Wi-Fi, but it does not seem to sync with Hexnode. Is there any way to recover access remotely or get the recovery key from Hexnode?
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Marked SolutionPending Review
Hexnode Expert
5 months ago
Apr 06, 2026
Marked SolutionPending Review
Hi @remy,
When FileVault is enabled and the Mac is still at the pre-boot login screen, the startup disk remains encrypted. At that stage, macOS networking and MDM services are not fully loaded, so the device cannot receive APNs notifications or process Hexnode remote actions. This is why password reset and new account creation commands can remain in Pending until the disk is unlocked locally.
For immediate access, the user will need to unlock or reset the password locally from macOS Recovery:
1. Power off the Mac completely.
2. On an Apple silicon Mac, press and hold the Power button until Loading startup options appears.
3. Select Options > Continue to enter macOS Recovery.
4. From the menu bar, open Utilities > Terminal.
5. Run the command:resetpassword
6. Follow the on-screen prompts to reset the user password or unlock the volume using an authorized Apple ID/admin credential.
7. If Activation Lock appears during the process, use the Activation Lock Bypass Code available for the device in Hexnode.
After the FileVault volume is unlocked and macOS boots, the Mac should be able to check in with Hexnode again, and pending commands can then be processed.
Regards,
Sienna Carter
Hexnode UEM
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