Android kiosk policy changes not reflecting after manual OS updateSolved

Hello @eduardo ,

This can happen if the device does not properly refresh its management state after a major Android update. Since the restrictions are still active locally on the device even after removing or modifying the policy in Hexnode UEM, try clearing the device cache from Android Recovery Mode first.

For Samsung devices, you can usually access Recovery Mode as follows:

1. Connect the phone to a computer, laptop, or USB-C earphones.
2. Power off the device completely.
3. Press and hold Volume Up + Power until the Samsung logo appears.
4. Release the buttons when the logo appears.
5. Use the volume buttons to navigate and the Power button to select.
6. Select Wipe cache partition.
7. Confirm with Yes.
8. Once complete, select Reboot system now.

Wiping the cache partition does not erase personal data. It only clears temporary system files, which may help the device apply the updated management state after the OS update.

Safe Mode will not bypass Hexnode restrictions. If the device remains inaccessible and cannot sync policy changes after clearing the cache, the practical recovery option is to perform a factory reset from Recovery Mode and then re-enroll the device in Hexnode UEM.

Regards,
Simon Scott
Hexnode UEM

Does factory reset have to be done from recovery mode in this case? The device is with a remote employee and they can’t really use the phone normally because the kiosk restrictions are still active.

If the device is locked down and you cannot access Settings or trigger a normal reset from the device, Recovery Mode is the right path. From the same Recovery Mode menu:

1. Highlight Wipe data/factory reset.
2. Press Power to select it.
3. Confirm Factory data reset or Yes.
4. Wait for the reset to complete.
5. Select Reboot system now.

This will erase all data on the device and return it to a factory-fresh state. After that, the device must be enrolled in Hexnode UEM again and the required policies can be reapplied.

Good to know that Safe Mode won’t bypass the MDM restrictions. I was considering asking the user to try that first, but sounds like cache wipe is the safer first step before going for a full reset.