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Regaining access to unenrolled, passcode-locked iPads

Regaining access to unenrolled, passcode-locked iPadsSolved

Participant

2 months ago

Hi everyone. We have a handful of iPads sitting in a drawer that were previously used by employees who have since left. They are no longer enrolled in our Hexnode portal, and they are locked with passcodes that nobody knows.

Since they are entirely unenrolled, I can’t just send a remote command to clear the passcode or wipe them from the Hexnode console. What are our actual options to regain access to these devices? Also, if we do manage to wipe them, should we expect iCloud Activation Lock to be a roadblock?

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george

Hexnode Expert

2 months ago

Marked SolutionPending Review

Hello,

Thanks for reaching out to Hexnode Connect.

Because those iPads are no longer enrolled, they cannot receive any remote MDM commands, including passcode clears or remote wipes.

To bypass the unknown passcodes, you must physically erase the devices using Recovery Mode:

Power off the iPad.
Connect the iPad to a Mac or Windows computer using a USB cable.
Boot the iPad into Recovery Mode. For iPads without a Home button, press and hold the Top button while connecting it until the Recovery Mode screen appears. For older iPads with a Home button, hold the Home button instead.
Open Finder (macOS) or iTunes (Windows/older macOS).
Locate the iPad in the sidebar and select Restore.

This process will download and install the latest supported iPadOS version, factory resetting the device and permanently removing the unknown passcode. Regarding your second question: Yes, Activation Lock will be a factor if Find My was enabled with a personal Apple ID before the device was erased.

I hope this helps. If you find any more issues or need further assistance feel free to reach out.

Best regards,
George,
Hexnode UEM

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reggie

Participant

2 months ago

Marked SolutionPending Review

Thanks, George. So wiping it through Recovery Mode doesn’t guarantee we can actually provision it again right away. I am primarily worried about the devices where former employees signed in with their personal Apple IDs. If we hit the Activation Lock screen, are these iPads basically paperweights now?

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george

Hexnode Expert

2 months ago

Marked SolutionPending Review

Hello,

You are correct that Recovery Mode only removes the local device passcode; it does not bypass Apple’s Activation Lock.

If the iPad prompts for the previous user’s Apple ID during the Setup Assistant, you have a direct path to resolve it if the device is registered in your Apple Business Manager (ABM) portal. You can log directly into ABM, locate the device, and use the option to clear the Activation Lock centrally—regardless of whether it is currently enrolled in Hexnode.

If the device is not in ABM and is locked to a personal Apple ID, you will need to initiate Apple’s official Activation Lock removal request process by providing your original proof of purchase.

The most practical path forward is to restore the iPads using Recovery Mode first. If they hit Activation Lock, verify their status in Apple Business Manager to clear it.

I hope this helps. If you find any more issues or need further assistance feel free to reach out.

Best regards,
George,
Hexnode UEM

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Regaining access to unenrolled, passcode-locked iPadsSolved

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