Samsung is inactive since 2 months and we don’t have PIN password and fact res.

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We have a problem with a lost connection to the Hexnode console on one of the Samsung phones. The phone status has been inactive for 2 months. Unfortunately, we cannot restore it to the factory settings (because this option has been blocked) and the user does not remember the PIN password of the phone.
Are we able to do something apart from Samsung’s service?

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  • Hexnode

    Emma Jones

    Moderator

    Hello @marcin-skakun, Welcome aboard to Hexnode Connect!

    Once the device loses connection with Hexnode, you cannot issue commands from the Hexnode UEM console. Ensure that the following conditions are satisfied for the device to re-establish the connection with the Hexnode portal:

    • The device has an active internet connection.
    • The Hexnode MDM profile is present on the device.
      1. Log in to the Hexnode portal.
      2. Navigate to the Manage tab and select your device.
      3. On the Device Summary page, verify that Enrollment details > Enrollment status is Enrolled and MDM profile present is checked under Compliance Info.

    If your device satisfies the above conditions, initiate a Scan device action from the Hexnode portal. You could also perform a restart from the device end and check if the device has become active on the Hexnode portal.

    Once the device is active, select the configured policy and disable the restriction that prevents factory reset. Alternatively, on devices enrolled in Android Enterprise, you can execute the Clear Password action to remove the phone’s password provided the password token is activated on the Hexnode for Work app. Once the action is executed successfully, the password will be immediately cleared from the device.

    Please try out these steps and let us know if you need any further assistance.

    Cheers!
    Emma Jones
    Hexnode UEM

    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
    • This reply was modified 1 month, 1 week ago by  Emma Jones.
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    • This reply was modified 4 weeks ago by  Emma Jones.