I have a supervised iPad managed in Hexnode that has been sitting unused for a few months. It is locked, and I cannot get into it. Clear Passcode does not seem to do anything, and Scan Device stays stuck as Pending or in progress for a long time.
The cellular plan still appears active, but the iPad does not seem to be checking in with Hexnode. Is there a way to bring it back online, or should I reset it? Also, do I need to disenroll it from the portal before restoring it?
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When Scan Device remains in Pending for an extended period, it usually means the iPad is not actively communicating with the MDM server. Remote actions such as Clear Passcode will also remain unprocessed until the device comes online and checks in.
For an iPad that has been locked and unused for a long time, iOS may not maintain usable network connectivity in the same way it would when the device is unlocked and active. Even if the cellular service is still active, the device may not receive or process MDM commands until it re-establishes a working connection.
If you have physical access to the iPad, try connecting it to a wired network using one of these options:
After the iPad gets a wired internet connection, trigger Scan Device again from Hexnode. If it checks in, the pending MDM commands can then be processed.
Regards,
Isabel Lora
Hexnode UEM
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