Android device stuck in Hexnode kiosk mode after marking it as disenrolled, factory reset blockedSolved

Hello,

Thanks for reaching out to Hexnode Connect.

This situation occurs when a device is manually marked as disenrolled from the portal before the actual disenrollment commands, policy removals, and kiosk restrictions are fully processed and revoked over the air. The “Mark as Disenrolled” action simply removes the device record from your portal view; it does not force the physical device to drop its existing restrictions if it hasn’t received the command.

To recover the device and proceed with the factory reset, follow this recovery path:

Step 1: Exit Kiosk Mode

Because the Hexnode for Work app is hidden while the device is locked, you must exit kiosk mode first.

1. Tap multiple times (usually 5 to 8 times) quickly on the device’s home screen to trigger the kiosk exit prompt.
2. Enter the kiosk exit password.
   1. Important Note: If the Global Exit Password (found in Admin > General Settings) fails, check the specific kiosk lockdown policy that was previously applied to this device. Navigate to Policies > Kiosk Lockdown > Android Kiosk Lockdown > Kiosk Exit Settings. If a passcode is configured there, it overrides the global password. You must use that policy-specific passcode to exit.

Step 2: Process the Disenrollment/Reset

1. Once you have successfully exited the kiosk screen, ensure the device is connected to the internet.
2. Open the Hexnode for Work application on the device.
3. Because the portal previously initiated a disenrollment, the app should immediately prompt you to reset or disenroll the device. Tap OK or accept the prompt.

After the Hexnode for Work app processes this pending disenrollment, the factory reset restriction will lift, and you will be able to wipe the device normally.

As a best practice going forward, always allow the device to receive and process the disenrollment command while it is online and communicating with Hexnode, rather than prematurely using the “Mark as Disenrolled” option.

I hope this helps. If you find any more issues or need further assistance feel free to reach out.

Best regards,
George,
Hexnode UEM