One of our managed devices is physically damaged and cannot be powered on anymore. Since the device is no longer usable or reachable, we are unable to perform any actions directly on it. We would like to know the correct way to remove this device from the Hexnode console and ensure that the associated license is released.
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Marked SolutionPending Review
Hexnode Expert
2 weeks ago
Jan 03, 2026
Marked SolutionPending Review
Hi, thank you for reaching out.
This is a common scenario when devices are damaged, lost, or no longer operational.
If the device is still listed as active in the console, you can attempt a standard disenrollment by navigating to Manage → Devices, selecting the device, and choosing Actions → Disenroll Device. Please note that this action requires the device to be online (active internet connection) for the command to complete successfully.
In cases where the device is broken, already reset, or cannot be brought online, you can forcefully remove the device entry and revoke its license using the Mark as Disenrolled option. To do this, navigate to Reports tab → Device Reports → Disenrollment Pending Devices, select the affected device, and choose Actions → Mark as Disenrolled. This will remove the device from the console and free up the license.
If you need help identifying the correct entry or have additional questions, feel free to let us know.
Best Regards,
George
Hexnode UEM
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