Hey team,
We are managing a large fleet and occasionally get “ghost” devices where commands just won’t push through despite the device appearing active. What is the official “escalation workflow” to force these commands to execute without having to physically touch every device?
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Hi @juan_garcia,
When a command is stuck, we recommend a structured 4-step escalation workflow to restore the server-to-endpoint handshake:
Verify Last Check-in: Check the “Last Check-in” time on the Device Summary page. If it was days ago, the device is likely dead or off-network. No remote command can fix a powered-off device!
Server-Side Sync (The “Scan Device” Action): Navigate to Actions > Scanning & Monitoring > Scan Device. This forces the Hexnode server to ping the device via push notification (FCM for Android, APNs for iOS).
Client-Side Sync: If the server-side scan stays pending, the OS is throttling the background agent. The user must open the Hexnode app and tap Sync. This bypasses all OS-level background limits.
Re-initiate: If the device finally syncs but an old command is still pending, it might have timed out. Cancel the old action in Action History and trigger a fresh one.
That’s a solid workflow. What can we do on the front end to stop this from happening so often?
Proactive management is the best cure! Here are three strategic best practices:
Audit Your Tokens: Set calendar reminders 30 days before your APNs certificates and ABM/VPP tokens expire. An expired cert causes an immediate communication blackout.
Battery Optimization (Android): On Android devices, ensure the Hexnode app is Excluded from Battery Optimization. If the OS kills the process to save 1% battery, you lose real-time management.
Monitor “Ghost” Devices: Use your dashboard to look for devices that haven’t checked in for 7+ days. Catching a disconnected device early is much easier than trying to wipe it during an emergency.
Technical Tip: If an app install is failing specifically (rather than staying pending), check your VPP license count. If you’ve run out of licenses, the command will fail even if the device is perfectly synced!
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