[Catherine Hexnode 20 October 2023 Catherine Keymaster]

Hello Zachary, welcome to Hexnode Connect!

Unfortunately, there’s nothing that can be done from the Hexnode UEM portal unless the device is managed.

However, could you please check your manufacturer’s guide and execute a factory reset for the device? From the recovery mode, you can select the option to wipe your device. Once the device is reset, you can proceed to re-enroll your device with Hexnode UEM.

Please feel free to reach out in case of any further queries.

Best regards,
Catherine George
Hexnode UEM

[Zachary Participant 24 October 2023 Zachary Participant]

Hi, Catherine. Unfortunately, when trying to run a factory reset, the phone gives an error saying that it is blocked by MDM. We are unable to reset the phone with this method.

[Catherine Hexnode 25 October 2023 Catherine Keymaster]

Hello Zachary,

If disenrollment was initiated from Hexnode’s portal and successfully communicated with the device, any restrictions configured via the UEM should have been removed. It’s possible that the disenrollment may not have taken effect on the device in this case. Also, since the device’s password is unknown, and it’s not connected to a Wi-Fi network, there are no further actions we can take from our end.

If you require any further information, please feel free to reach out to us.

Best regards,
Catherine George
Hexnode UEM