Android tablet factory reset queued while offline in HexnodeSolved

For fully removing an Android tablet from Hexnode management, use Factory Reset.

Factory Reset erases the device data and removes the MDM management from the device. Remove User Profiles only removes user accounts or profiles from the device; it does not fully remove the MDM controls, policies, or management state.

If the tablet is offline when the Factory Reset command is sent, the command remains in Pending status. Once the device reconnects to the internet and checks in with Hexnode, it receives the queued command and executes the factory reset automatically.

The Work Account Creation entry is related to Android Enterprise/work account provisioning for app management. It does not block the Factory Reset action.

Regards,
Isabel Lora
Hexnode UEM

That helps. What if the factory reset is sent while the portal is active, but the tablet only comes online after the portal has already been deactivated? Would the queued reset still run?

Yes. If the Factory Reset command was issued while the Hexnode portal was still active, the command remains queued for that specific device. When the Android tablet later reconnects to Wi-Fi or mobile data and contacts the server, it will fetch and execute the pending Factory Reset command.

Portal deactivation does not automatically remove Kiosk Mode or unlock an offline device. If the device is offline, it remains in its last known state until it receives a valid command or is reset by another method. Therefore, sending the Factory Reset command before portal deactivation is the correct approach when the goal is to wipe the device once it comes back online.

Regards,
Isabel Lora
Hexnode UEM

We saw something similar with Android tablets in kiosk. The devices stayed locked while offline, but once they reconnected, the queued remote action went through. The work account log was unrelated in our case too.

So I don’t need to do anything else after the user connects the tablet to Wi-Fi?

Correct. If the Factory Reset action is already queued successfully, no additional action is required from the portal side. The device only needs a working internet connection so it can check in and receive the pending command.

If no wipe command was queued before the portal was deactivated, the device would not automatically exit Kiosk Mode just because the portal is closed.

Regards,
Isabel Lora
Hexnode UEM