Reply To: Cannot re-enroll my device because setup asks for previous owner credentials

#8552
April WatsonApril Watson
Moderator

Hello Florence, thank you for reaching out to us!

This unfortunate issue has occurred because Factory Reset Protection has been activated on the device. Factory Reset Protection (FRP) is a security feature which prevents access to a device that has undergone an unauthorized reset. FRP is activated only if a Google Account was set up on the device prior to a reset.

If your device was previously enrolled in Hexnode UEM as Android Enterprise Device Owner, please check if Bypass FRP was enabled. This is generally recommended to avoid such situations. If Bypass Factory Reset Protection was enabled, then all you need to fix this issue is the G Suite credentials of your organization or the Google Account ID that was previously configured via the Hexnode portal. Simply type in the credentials of associated Google Account ID or G suite Account and you are good to go.

Do have a look at How to securely bypass Factory Reset Protection for Android devices to know more.

Hope this clears your query.

Cheers!
April Watson
Hexnode UEM

  • This reply was modified 5 months, 3 weeks ago by April WatsonApril Watson.
  • This reply was modified 5 months, 3 weeks ago by April WatsonApril Watson.