MacBook locked by remote lockSolved

Yeah, we ran into this once. At first, we thought the PIN didn’t go through properly, but it turned out the device was still expecting the original one. Did you double-check what was actually sent from the console?

We used the PIN we entered during the lock command, but didn’t verify it afterward. Is there a way to confirm that?

Hi @roger,

This usually happens when there’s a mismatch between the PIN you intended to send and the one that was actually registered by the device.

When a remote lock is triggered, the PIN from that initial command is what gets stored on the device. Even if you send another lock command later, the device won’t switch to a new PIN until it’s unlocked first.

You can verify the exact PIN by checking the Action History in the portal. That will show you the actual code that was transmitted during the first lock.

Additional Troubleshooting Tips:

• Check for Special Keys: Ensure Caps Lock is off, as it can occasionally interfere with how the PIN is registered.
• Keyboard Layout: If the PIN was set on a machine with a different regional keyboard layout (e.g., UK vs. US), certain characters or the layout might be shifted. Double-check if the keys you are pressing match the intended input.
• External Keyboards: If you are using a Bluetooth keyboard, it may not be paired or active at this lock screen. Please use the built-in MacBook keyboard to enter the PIN.

Regards,
Sienna Carter
Hexnode UEM

Just to add to that, we made the mistake of assuming the second PIN would replace the first one. It doesn’t work that way. The device basically ignores any new PIN attempts until it’s unlocked with the original.

Got it, thanks everyone. This makes a lot more sense now.