Hexnode license count increases after factory reset and re-enrollmentSolved

Hello @miliie ,

This usually happens when the device is factory reset locally, or when the management profile/app is removed manually, before Hexnode UEM can receive confirmation from the device.

If the device is already wiped, the disenroll command can no longer reach the old enrollment. The previous device record may then remain in the portal as a pending disenrollment entry and continue to affect the license count.

To clear these residual records:

1. Go to Reports > Built-in Reports > Device > Disenrollment pending devices.
2. Select the old device entries that belong to the previous enrollments.
3. Choose Mark as disenrolled.

This only clears the older residual enrollment records. It does not affect the same devices if they have already been enrolled again as new active records.

For future wipe and re-enrollment workflows, the recommended sequence is:

1. Keep the device powered on and connected to the internet.
2. In Hexnode, go to Manage and select the device.
3. Use Actions > Security > Wipe device to trigger the factory reset remotely.
4. After the wipe is completed, clean up any remaining portal records if required.
5. Enroll the device again using the intended enrollment method.

If you only want to remove management without wiping the device, use Actions > Device Control > Disenroll device while the device is still online. Avoid removing the MDM profile or management app manually before sending the disenroll command from Hexnode.

Regards,
Simon Scott
Hexnode UEM

One more thing to ask, during a remote wipe in iOS, there’s an option to enroll again the device to MDM. Should that be enabled if we plan to wipe and manually enroll the devices again afterward?

Use the option to enroll the device again only if your workflow is intended to automatically enroll the device again after the wipe and the platform/enrollment method supports that behavior.

If you are planning to manually re-enroll the devices after the factory reset, it is safer to leave that option unchecked. This avoids duplicate or unintended enrollment attempts during the reset and setup process.

The key point is to avoid wiping the device locally before Hexnode has a chance to process the management action. Remote wipe first, then clean up stale records if needed, and then proceed with the new enrollment workflow.