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We have an iPhone assigned to a former employee. The device is locked, we do not have the passcode, and it has not checked in with Hexnode for about 3 months. Since it is offline, the wipe command from the Hexnode console does not seem to reach the device. Is there any way to erase it without the passcode?
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Marked SolutionPending Review
Hexnode Expert
2 days ago
Jun 16, 2026
Marked SolutionPending Review
Hello @maevee ,
For Hexnode UEM to execute a remote wipe, the iOS device must be online and able to communicate with the Hexnode server. If the device has been offline and has not checked in for an extended period, commands such as wipe cannot be delivered from the console.
Since the device is locked and the passcode is unavailable, the practical alternative is to erase it locally using Apple Configurator on a Mac. You can connect the iPhone to the Mac, place it in recovery mode, and erase/restore it to factory settings through Apple Configurator or Finder, following Apple’s official recovery-mode restore process.
After the device is erased, it can be set up again and re-enrolled into Hexnode UEM if required.
Regards,
Simon Scott
Hexnode UEM
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