Hexnode remote wipe not working on locked laptop inactive for monthsSolved

Hi @remy,

A remote wipe can be delivered only when the device has an active MDM connection and can receive commands from the platform push notification service.

Connecting the laptop to the internet from the login screen is the correct first step. You can usually do this by:

– Connecting an Ethernet cable, if the device has a supported port or adapter.
– On Windows, using the network icon on the lock screen to join Wi-Fi.
– On macOS, using the Wi-Fi icon in the login window to join a network.

After the device is online, you can trigger the wipe from Hexnode by going to the device page and using Actions > Security > Wipe Device.

However, if the device has not checked in for several months, the wipe may still not execute. Hexnode relies on native push services such as APNs for macOS and WNS for Windows. When a device remains offline or inactive for a long period, the push token can expire or become invalid, which breaks the server-to-device command path.

In that state, the wipe command cannot be forced remotely. The practical resolution is to perform a manual factory reset on the device.

For a macOS device encrypted with FileVault, you can retrieve the FileVault Personal Recovery Key from Hexnode if it was escrowed during management.

Use this path in the Hexnode portal: Manage > open the target Mac > Device Details > Security Info > Recovery Lock Password.

Regards,
Sienna Carter
Hexnode UEM