iPad stuck on unknown passcode after restart and Clear Passcode stays pendingSolved

Hi @yasmin_farooq,

This behavior is usually related to the iPad being in a Before First Unlock state.

After an iOS or iPadOS device restarts, it enters BFU until the correct device passcode is entered manually at least once. In this state, Apple restricts several native MDM commands, including commands such as Clear Passcode. As a result, the action may remain pending or fail even if the device appears reachable for other functions.

Remote session behavior can be misleading here because remote view or agent-based communication uses a different channel than native Apple MDM commands. A remote session request reaching the device does not necessarily mean Apple will allow the MDM Clear Passcode command to complete.

Recommended steps:

1. Wait until the current passcode lockout timer expires.
2. Try the Clear Passcode action again from Hexnode.
3. If the action remains pending or does not clear the passcode, the device cannot be unlocked remotely while the passcode is unknown.
4. In that case, the practical recovery option is to wipe the iPad and re-enroll it into Hexnode.

If users are allowed to modify the passcode, it is also possible that an alphanumeric passcode was accidentally set on the device, replacing the previous numeric PIN. To prevent this from happening again, configure an iOS Restriction policy in Hexnode to block passcode modifications.

Best Regards,
Isabel Lora
Hexnode UEM

That makes sense. I waited for the lockout period to finish and tried Clear Passcode again, but it still stayed pending. A manual restart did not help either; it went back to the lockout screen.

I ran into something similar once. The important bit was that the iPad had restarted and had not been unlocked since then. Hexnode could still show some activity, but the passcode clear action would not go through because iOS was waiting for the first local unlock.

If Clear Passcode continues to remain pending after the lockout period expires, wiping and re-enrolling the iPad is the remaining recovery path.

For prevention, apply a Restriction policy:

1. Go to the iOS policy in Hexnode.
2. Open Advanced Restrictions.
3. Enable the restriction that prevents users from modifying the passcode.
4. Associate the policy with the required devices.

This will stop users from accidentally changing the passcode type or setting a new passcode directly on the iPad.

Best Regards,
Isabel Lora
Hexnode UEM