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Hexnode device check-in vs active use and unavailable lock actions

Hexnode device check-in vs active use and unavailable lock actionsSolved

Participant

5 months ago

Hi everyone. I’m trying to understand what a device check-in actually means in Hexnode. If a laptop checks in, does that mean the user is actively using it, or only that the device is online?

This came up because a user left the organization and their Google Workspace account was suspended. The laptop still appears to be checking in, but I cannot run remote actions like lock on it. I see the “Change Owner” option, but I want to make sure using it won’t affect the user’s Google Workspace account or change anything outside of Hexnode.

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george

Hexnode Expert

5 months ago

Marked SolutionPending Review

Hello,

Thanks for reaching out to Hexnode Connect.

A device check-in only indicates that the laptop is powered on, has an active internet connection, and the Hexnode agent is communicating with the server. It does not mean the device is being actively used by a person.

Regarding the unavailable remote actions, this typically happens when a device is mapped to a suspended or inactive user. You can resolve this by updating the device mapping:

Go to Manage > Devices.
Open the affected device.
Select Actions > Change Owner.
Assign the device to an appropriate active user or administrator.

Rest assured, changing the owner in Hexnode is strictly an administrative update within the Hexnode console. It does not modify, reactivate, or affect the user’s Google Workspace account or configuration in any way.

Keep in mind that suspending a Google Workspace account does not automatically lock the physical laptop. However, once you update the owner in Hexnode, the remote lock and wipe actions will become available again so you can properly secure the device.

I hope this helps clarify the behavior. Feel free to reach out if you have any more doubts or need further assistance.

Best regards,
George,
Hexnode UEM

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Hexnode device check-in vs active use and unavailable lock actionsSolved

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