[Zach Hexnode 22 June 2021 Zach Moderator]

Hello @Ricky, thanks for bringing up the issue.

Could you try updating the device if there are any pending system/OS updates. If that does not work, please try re-enrolling the device.

Possible cause for the issue –
To manage iOS devices (or Apple devices in general), you had to provide the APNs (Apple Push Notification) certificate initially. The APN service is the centerpiece of mobile device management operations in Apple devices, and when the MDM profile is added to the device, different tokens with varying functions like device token, unlock token is also created for Hexnode by the APN service so that the device can communicate distinguishably with the MDM servers for device management. These tokens may be reissued by APNs on certain events like backup restoration, OS reinstallation etc.

To perform the clear passcode command on a managed device, the unlock token for the device is required. If you are facing this error and the scenario is as you describe, this unlock token value might not have been updated on our servers; which could be the result of a pending OS update on the device.

Cheers!
Zach Goodman
Hexnode UEM

[Ricky Participant 22 June 2021 Ricky Participant]

@zach I’ll try that. There could be some pending update on the device.

[Ricky Participant 22 June 2021 Ricky Participant]

Now it works. Thanks. I’ve re-enrolled the device and tested the feature.

[Elena Participant 23 July 2021 Elena Participant]

I have the same issue. There is no update pending and I have restarted it. No change.

[Elena Participant 23 July 2021 Elena Participant]

Update: fixed it. Wiped the device from the portal and it worked!! But what caused it in the first place?

[Deborah Hexnode 23 July 2021 Deborah Moderator]

Hello Elena,

Thank you for reaching out to us.

This issue can occur when the device is incorrectly supervised. Make sure that you do not get any warnings or errors while supervising the device. In some cases, the device will be supervised even if some warnings or errors are shown. This leads to unpredictable errors like these. Supervise the device again in such situations. Refer to our detailed help doc on supervising devices for further assistance.

Cheers!!
Deborah Timothy
Hexnode UEM