Cannot disable lost mode on iPad

Nur
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Hi, one of my iPads running iOS 13.0 is stuck in lost mode. I have tried to remove the device password, disable lost mode and disenroll the device from Hexnode. But it seems like the action is not reaching the device. Please suggest a method to disable lost mode.

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  • Avatar

    Nora Lang

    Hexnode

    Nora Lang

    Moderator

    Hey there @nur,

    Thanks for reaching out to us.

    Since the remote commands are not reaching the device, it is possible that the device’s internet connectivity might have been lost. It can be because of the following reasons:

    • The device was restarted.
    • The OS version is outdated.
    • The battery has run down.
    • The network connection was disrupted.

    If you have not restarted your password-protected device upon losing internet connectivity, try bringing the device into the range of the already setup Wi-Fi network. To re-establish the connection, you can also have a Lightning to USB adapter and a USB to Ethernet Adapter to connect the iPad to an Ethernet cable. If the device regains network connectivity, send the “Disable Lost Mode” action from the Hexnode console. This will release the device from the Lost Mode.

    Suppose you have restarted a password-protected device locked in lost mode. In that case, the device cannot reconnect to the password-protected internet network as the keychain remains locked until the device is unlocked. And since you are in lost mode, the device will not show the password prompt. So, either you will have to establish a wired internet connection through an ethernet cable, or you will have to connect it to a Mac with Apple Configurator to erase/restore it.

    You can also release the device from lost mode by disenrolling or wiping the device. But this will only work if the device is connected to a stable internet network.

    Please refer to this troubleshooting document on restoring the lost iOS devices to learn more.

    Hope this helps you!

    Cheers!
    Nora Lang
    Hexnode UEM

  • Nur

    Nur

    Participant

    Nur

    Participant

    But will this remove the Hexnode device management?

  • Avatar

    Nora Lang

    Hexnode

    Nora Lang

    Moderator

    Hi,

    If you are using the “Disable Lost Mode” action in the Hexnode console to unlock lost mode, you can have continued MDM administration on the device.

    If you are disenrolling the device, the MDM administration will be removed along with the lost mode.

    If you are wiping the device via the Hexnode console, the remote administration will be retained on ABM/ASM enrolled devices. However, it will be removed if the device was enrolled in any other way.

    Feel free to reach us if you have any queries regarding the same.

    Cheers
    Nora Lang
    Hexnode UEM

  • Avatar

    Ajij

    Participant

    Ajij

    Participant

    Hey,
    We tell our employees not to switch off location on the device (iphones and ipads). But I suspect that everyone switches it off over the weekend. If someone loses the phone, we usually activate lost mode till the device is found. Can we track location even if location is switched off on the phone in lost mode?

  • Deborah Timothy

    Deborah Timothy

    Hexnode

    Deborah Timothy

    Moderator

    Hello Ajij,

    Thank you for reaching out to us.

    Employees misplacing their corporate device have become all too common scenario these days. But don’t worry!! Hexnode has got you covered. You will be able to get the location of devices in Lost Mode even if the user has not enabled Location Services. Once the device is put in Lost Mode, Hexnode automatically initiates a Scan Device Location action. You can see the location of the device in Reports > Location Reports > Location History.

    “Hope for the best, prepare for the worst.” Read our help doc to know what all you can do to protect your lost iOS devices.

    Cheers!!
    Deborah Timothy
    Hexnode UEM