[eva-tyler Hexnode 13 November 2019 eva-tyler Moderator]

Hi Linda,
Thanks for reaching out to us.
Seems like the devices are not connected to the network or have been turned off for the disenrollment action to reach the device.
Since the devices are not active, Hexnode is not able to communicate with the devices and hence they are still listed in your Hexnode account.
To remove such devices from your portal, kindly navigate to Manage –> Devices –> Select the device you wish to remove –> Actions –> Mark as disenrolled.
Please note that once the device is marked as disenrolled, the device would be completely removed from your Hexnode portal and no data on the device can be retrieved. However, you can access the device details from Reports –> Devices –> Disenrolled devices, but the data would be updated till the device is disenrolled and no further updates on the device would be added once the disenrollment is complete.
Here is the link for your assistance.

Cheers!
Eva Tyler
Hexnode MDM

• This reply was modified 3 years, 4 months ago by  Eva Tyler.

[Remy Participant 28 May 2021 Remy Participant]

hello. we disenrolled one of our devices from the portal. but when the device was checked, it still shows enrolled status. we can’t factory reset the phone because it was disabled in a policy. pls help.
phone – samsung s10+
enrollment type – authenticated enrollment (device admin)

[Gabriel Hexnode 28 May 2021 Gabriel Moderator]

Hi there, @Remy! Thanks for reaching out!

You can disenroll your device by uninstalling the Hexnode MDM app. When you try to uninstall it, a message will be displayed mentioning that the app is an active device administrator. Here, you can choose to ‘Manage Device Administrators’ and uncheck the Hexnode MDM app. This will take you to another page where you can choose to deactivate the device admin privileges of the app. Now, when you try again, you’ll be able to uninstall the app.

You can also search for ‘Device Administrators’ in the Settings app, deactivate Hexnode MDM and then uninstall it from the device.

This is a very rare issue and could’ve occurred due to connectivity issues. Thanks for informing us, we’ll test the case.

Hope this helps.

Cheers!
Gabriel Galbraith
Hexnode UEM