iOS Clear Passcode not working

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Hi, we were just testing out the features of Hexode and for one iPhone 8 device, found the clear passcode feature is not accepting. It shows some error on the history as follows-
“The passcode cannot be cleared (-1).”

Anyone with ideas to fix this?

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  • Zach Goodman

    Zach Goodman

    Hexnode

    Zach Goodman

    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

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    Ricky

    Participant

    Ricky

    Participant

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

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    Ricky

    Participant

    Ricky

    Participant

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

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    Elena

    Participant

    Elena

    Participant

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

  • Avatar

    Elena

    Participant

    Elena

    Participant

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

  • Deborah Timothy

    Deborah Timothy

    Hexnode

    Deborah Timothy

    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