Samsung Android factory reset blocked after Hexnode disenrollmentSolved

Hi @penelope,

This behavior usually points to a device-side restriction that was already applied before the devices were disenrolled, rather than a Hexnode license cache issue.

For Samsung Android devices, check whether the policy previously associated with the devices had the Samsung-specific Advanced Factory Reset setting disabled or unchecked. If factory reset was restricted while the devices were still managed, and the devices were then disenrolled before that restriction was removed, Hexnode can no longer push a policy update to lift the restriction.

Recommended approach:

1. For devices that are still enrolled and reachable in Hexnode, remove the factory reset restriction or enable Advanced Factory Reset, allow the device to sync, and only then disenroll or reset the device.
2. For Samsung devices that are already disenrolled and still blocking factory reset, Hexnode cannot remotely approve or remove that restriction because MDM management has already been severed. These devices usually require assistance from Samsung or the device vendor to remove the factory reset protection/restriction.
3. For Motorola and Redmi devices, factory reset through Recovery Mode may still work. If supported and available in your environment, ADB-based reset methods may also be an option.

For future device handovers, it is best to remove restrictive policies first, confirm that the devices have received the updated policy, and then proceed with disenrollment or factory reset.

Regards,
Sienna Carter
Hexnode UEM

That explains a lot. I had removed the devices from the portal first because they were no longer needed in that group. I assumed that would also remove all restrictions from the phones automatically.

So for the Samsung devices that are already removed from Hexnode, there is no way to re-enable factory reset from the portal now?

Hi @penelope,

Correct. Once a device is no longer managed by Hexnode, the portal cannot send a new command or policy update to that device.

If the Advanced Factory Reset restriction was active at the time of disenrollment, the Samsung device may continue enforcing that restriction locally. Since the device is no longer under MDM control, the restriction cannot be cleared from Hexnode afterward.

For already-disenrolled Samsung devices in this state, the practical recovery path is to work with Samsung or the authorized device vendor to remove the factory reset protection/restriction. Proof of ownership may be required by the manufacturer.

Regards,
Sienna Carter
Hexnode UEM