Disenroll an iPhone with an unresponsive touchscreen from HexnodeSolved

Hello,

Thanks for reaching out to Hexnode Connect.

Yes, you can initiate the disenrollment from the Hexnode UEM portal even if the device’s touchscreen is unresponsive. Here is the best practice order for handling this situation:

1. Initiate Disenrollment:

• Go to Manage > Devices.
• Select the affected iPhone.
• Click Actions > Disenroll Device and confirm.

2. Check the Device Status:

• If the iPhone is online: The command will process normally. The MDM profile and management restrictions will be removed from the device, and your license slot will be freed automatically.
• If the iPhone is offline/not communicating: The command will remain in a “Pending” status because the device cannot receive it.

3. Free the License (If Offline):

If the command stays Pending and you need to immediately free up the license, you can use the Mark as Disenrolled option in the portal. This removes the device from active management on the Hexnode side.

4. Manually Factory Reset:

It is important to note that marking an offline device as disenrolled in the portal does not physically wipe the device. To return the iPhone to a clean state for repair or reuse, you will still need to perform a manual factory reset (such as via Apple Configurator, iTunes/Finder recovery mode, or the repair process) once it is possible to do so.

I hope this clears up the correct workflow! Feel free to reach out if you have any more doubts or need further assistance.

Best regards,
George,
Hexnode UEM