We are managing a fleet of Android tablets and recently noticed duplicate device entries appearing in the Hexnode console after users perform a factory reset on their devices. The duplicate records show the same serial number, which is impacting our device count and license usage. From an operational standpoint, if a user resets a tablet due to an issue, it ideally should not create multiple entries for the same device. We would like to understand why this happens and the correct way to clean up these duplicates without affecting active devices.
15 Views
Replies (1)
Marked SolutionPending Review
Hexnode Expert
5 days ago
Jan 05, 2026
Marked SolutionPending Review
Hello,
Thank you for bringing this to our attention and for explaining the scenario in detail. I understand how duplicate records can create confusion and impact license tracking.
This behavior occurs when a device is factory reset without the previous record being removed from the console. In Hexnode, the expected flow is to manually remove the existing device entry either before or after a factory reset to prevent duplicate records from being created.
To resolve the duplicates and restore your device count, please follow the steps below:
- Bulk Disenrollment (for inactive or duplicate devices):
Navigate to Manage -> Devices, select the duplicate entries, then go to Actions -> Disenroll Device.
- Force Removal (for devices already reset or offline):
If the devices have already been reset, they will appear as Offline. In this case, you will need to manually revoke the license by marking them as disenrolled: Navigate to Reports -> Device Reports -> Disenrollment Pending Devices, select the affected devices, then choose Actions -> Mark as Disenrolled.
Please let us know if you need any further help identifying the correct entries or if you have further questions.
Best regards,
George
Hexnode UEM
Save
