Hello,
Thanks for reaching out to Hexnode Connect.
First, rest assured that the former employee’s account will not block your ADE enrollment or token renewal, provided your current account has the necessary admin permissions in Apple Business Manager (ABM) to manage the MDM server and download server tokens.
The behavior you are seeing usually happens when a device fails to complete communication with Apple’s activation servers or the Hexnode server during setup, due to a temporary network or ADE sync glitch. This leaves the device with an incomplete profile assignment stuck in a “Removed” state.
To resolve this completely, you will need to renew your ADE server token, reassign the device, and perform a full sync. Here is the recommended workflow:
- Renew the Server Token: Log in to Apple Business Manager, navigate to Devices > Management, select your Hexnode MDM server, and download a new server token.
- Upload to Hexnode: In the Hexnode portal, go to Admin > Automated Device Enrollment > Accounts, edit your ADE account, and upload the newly downloaded token.
- Reassign the Device: Back in ABM, locate the affected Mac, unassign its device management, and then immediately reassign it to your Hexnode MDM server.
- Initial Full Sync: In Hexnode, go to the ADE devices section and run a Sync all devices action (a full sync is required here; do not rely only on an individual device refresh).
- Associate the Profile: Once the sync completes, select the affected device and associate your required enrollment profile.
- Final Full Sync: Run Sync all devices one more time.
After this final sync, Hexnode will receive the latest assignment mapping from Apple, and the profile status will correctly update from “Removed” to “Assigned.” You can then restart the Mac on a stable internet connection and proceed with the setup.
I hope this helps get your Macs successfully enrolled! Feel free to reach out if you have any more doubts or need further assistance.
Best regards,
George,
Hexnode UEM
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