iPhone enrollment fails when Hexnode license limit is reachedSolved

Hello @haniel ,

This can happen when the device license limit has been reached for your Hexnode UEM portal. If all available licenses are already assigned to enrolled devices, new iPhone enrollment will not proceed until a license slot is available.

You can confirm this from the Hexnode UEM portal by going to Profile > Billing and checking the number of available device licenses.

To resolve it, you can either:

1. Add more device licenses from the subscription page, or
2. Free an existing license by disenrolling a device that is no longer required.

If you already disenrolled a device but the count has not changed, check the status of that device in the portal. If it shows Disenrollment Initiated, the device may be offline or unable to communicate with Hexnode UEM, so the disenrollment command has not completed on the device yet.

Regards,
Simon Scott
Hexnode UEM

Ah, now I got it. The old device was indeed stuck at Disenrollment Initiated. The count stayed the same even after I selected disenroll, so I thought there was a delay on the portal side. So how can I remove it from the portal?

If the device is stuck in Disenrollment Initiated, you can manually release the license from the Hexnode UEM portal. Open the device details page for that device, then go to Actions > Mark as disenrolled.

This marks the device as disenrolled in Hexnode UEM and immediately frees the license slot, even if the device itself is offline and cannot receive the disenrollment command.

Use this option when the device is no longer expected to check in, wiped, or is otherwise unavailable. Once the license slot is freed, you should be able to proceed with enrolling the new iPhone.