[Bram Participant 7 April 2022 Bram Participant]

Have you set up a firmware password for your Mac? We’d dealt with a similar issue very recently. Turns out that setting up a firmware password doesn’t invoke the EACS when running the device wipe action via Hexnode, and will fully wipe the deviceincluding theOS. Suggest you turn off the firmware password if that’s the case.

[Annemie Participant 7 April 2022 Annemie Participant]

@bram  Thanks for the quick response. We do have firmware password enabled for all our Macs. But this error occurs only on this specific Mac. Maybe it’s got something to do with the processor? Providing few more details if that helps:

Model: MacBook Pro (16-inch, 2019)

Processor: Intel Core i7

[Chris Hexnode 8 April 2022 Chris Moderator]

Hi, @annemie. Thank you for reaching out on Hexnode Connect!

Regarding your query, the behavior of the Wipe Device action on devices running macOS 12 and above will differ based on the processor. On a Mac with an Intel processor and a T2 security chip, the attempt to Erase All Content and Settings (EACS) will only be successful if:

• The device is in Full Security mode. (You can change this setting from the Startup Security Utility)
• Firmware password is turned off.

Make sure the above conditions are satisfied before executing the Wipe Device action on your T2-equipped Macs with Intel processors.

Hope that helps! Feel free to reach out if you encounter any further issues.

Cheers!
Chris Wheeler
Hexnode UEM

[Chris Hexnode 2 August 2022 Chris Moderator]

@annemie Hey there! When executing the Wipe Device action, Hexnode now allows you to choose one of the following options as a fallback behavior in case invoking Erase All Content and Settings (EACS) fails on the device:

• Complete Wipe: The device will get completely wiped, and the OS will have to be manually re-installed.
• Do not wipe: No attempt is made to wipe the device.

Please note that the ‘Fallback behaviour’ option only applies to macOS 12.0 and above. Have a look at our detailed documentation on how to wipe a device to learn more.

Cheers!
Chris Wheeler
Hexnode UEM