Android work profile disappeared and device shows inactive in HexnodeSolved

Hi @itsme_aoi ,

If the Android Enterprise work profile is removed from a personally owned device, the managed apps and the Hexnode management component inside the work profile are also removed. Once that happens, the device may appear inactive in Hexnode because the managed profile can no longer check in.

A work profile is typically removed in one of these ways:

1. The user removes it locally from the device settings, usually from the Accounts or Work profile section.
2. The device is wiped or factory reset.

If there is no wipe action in the Hexnode action history and the device itself has not been reset, the most likely cause is that the work profile was removed locally from the device. The work profile cannot be restored remotely after it has been removed, because the management channel is no longer available. The device should be re-enrolled to create a new work profile.

Recommended steps:

1. Go to Manage > Devices.
2. Open the affected device.
3. Use Actions > Device Control > Disenroll Device.
4. After initiating disenrollment, use Actions > Mark as Disenrolled if the device is inactive and cannot complete the disenrollment normally.
5. Enroll the device again as a personally owned Android Enterprise work profile device.

This will create a fresh work profile and allow the required work apps and policies to be applied again.

Best Regards,
Isabel Lora
Hexnode UEM

So if the work profile is already gone, should I still disenroll it first? Or can I just enroll it again and let Hexnode handle it as a new device?

It is better to clean up the old device record first. If the old record remains inactive, a fresh enrollment may appear as a separate device entry and the old one may continue to consume a license depending on the portal state. Initiating Disenroll Device and then using Mark as Disenrolled clears the old inactive enrollment from Hexnode’s side.

After that, enrolling the device again will create a new managed work profile. This does not require wiping the personal side of the device, unless a separate factory reset or wipe action is performed.

Best Regards,
Isabel Lora
Hexnode UEM