macOS Wipe Device command stays pending in HexnodeSolved

Hi @schyler-scott,

The Wipe Device command can be initiated from the Hexnode portal at any time, but the Mac must be powered on and connected to the internet to receive and execute the command.

If the Mac is powered off or offline when the wipe is sent, the action remains in Pending status. It will not fail just because the device is offline. The status changes to Success or Failed only after the device comes online, checks in with Hexnode, and attempts to process the command.

For Activation Lock:

– If Activation Lock was enabled by a user signing in with a personal Apple ID or iCloud account, keep Clear Activation Lock enabled so Hexnode can use the stored bypass code during the wipe.
– If the Activation Lock is device-based and managed through Apple Business Manager, clear it from Apple Business Manager first, then initiate the wipe without using the Clear Activation Lock option.

Once the Mac receives the wipe command, the reset usually starts immediately and typically takes around 5–10 minutes, depending on the hardware and macOS version.

Regards,
Sienna Carter
Hexnode UEM

One more thing: would it be safer to lock the Mac first using the remote lock option and then send the wipe?

Hi @schyler-scott,

It is not recommended to lock the Mac before wiping it.

When a Mac is locked using the remote lock action, it requires the configured PIN before the user can access the login screen. While the device is in that locked state, the wipe command may not be received or processed as expected.

For a remote wipe, the better approach is:

1. Make sure the Mac is powered on.
2. Make sure it has an active internet connection.
3. Confirm that it can check in with Hexnode.
4. Send the Wipe Device command.

After a full wipe, the Mac is reset to factory settings. The Hexnode enrollment and MDM profile are removed. If the Mac is enrolled manually, it must be enrolled again after setup. If it is assigned through Apple Business Manager with Automated Device Enrollment, it should prompt for management enrollment automatically during Setup Assistant.

Regards,
Sienna Carter
Hexnode UEM