iPhone missing from Hexnode Location History after Scan Device Location failsSolved

Hi @it_christo,

For iOS devices, Location History depends on both the Hexnode location tracking policy and the device-side Hexnode UEM app permissions.

Start by verifying these items:

1. In the Hexnode portal, confirm that location tracking is enabled under Policies > General Settings > Location Tracking and that the policy is associated with the affected iPhone.
2. On the iPhone, go to Settings > Privacy & Security > Location Services and make sure the main Location Services toggle is enabled.
3. Under Location Services > Hexnode UEM, set location access to Always. If it is set to While Using the App or Never, background location scans can fail.
4. Open the Hexnode UEM app on the iPhone at least once and tap the sync icon if available.
5. From the Hexnode portal, run Actions > Scanning & Monitoring > Scan Device Location, not just Scan Device.

If the policy works for other devices and only this iPhone fails, the issue is usually with the local app permissions, background app state, or a corrupted app permission state on that device.

Regards,
Isabel Lora
Hexnode UEM

I checked these. The policy is applied, location access is set to Always, and the app was opened and synced. Background App Refresh and Precise Location are also on, and Low Power Mode is off. The iPhone is still missing from Location History after running Scan Device Location.

This device was enrolled through Apple Business Manager. Does that change how the Hexnode UEM app should be reinstalled?

ABM enrollment does not prevent you from reinstalling the Hexnode UEM companion app. Reinstalling the app will not change the ABM enrollment itself when done as a managed app action from Hexnode.

If all required iOS permissions are already enabled and the scan still fails, remove and reinstall the Hexnode UEM app to reset the app’s local permission and background sync state:

1. In the Hexnode portal, go to Manage > Devices and open the affected iPhone.
2. Select Actions > Applications > Uninstall Application.
3. Choose iOS, select Hexnode UEM, and complete the action.
4. After removal, go back to the device page and select Actions > Applications > Install Application.
5. Select Hexnode UEM from the app inventory and complete the action.
6. On the iPhone, approve the install prompt if one appears.
7. Open the Hexnode UEM app once after installation.
8. Confirm Location Services > Hexnode UEM is set to Always and Precise Location is enabled.
9. Run Actions > Scan & Monitoring > Scan Device Location again from the Hexnode portal.

Once the scan action returns Success, the iPhone should start appearing in Location History.

Regards,
Isabel Lora
Hexnode UEM

Reinstalling the Hexnode UEM app fixed it. After opening the app and running Scan Device Location again, the scan completed successfully and the iPhone started showing in Location History. All devices are now listed.

For anyone else checking this later: on macOS, location tracking has a few additional requirements. Wi-Fi must be turned on even if the Mac is connected through Ethernet, because macOS uses Wi-Fi signals for location triangulation. The Hexnode UEM app also needs Location Services permission on the Mac, and macOS 10.11 or later is required.

For iOS, the reinstall step is a useful fix when the policy and permissions look correct but the location scan still fails for one device.

Regards,
Isabel Lora
Hexnode UEM