# Common issues with activation lock in iOS and macOS devices

1. Activation lock is not cleared when executing the Wipe Device action.
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On executing the Wipe Device action from the Hexnode UEM portal, the activation lock fails to get cleared and the device asks for the activation lock password.

### Solution:

In such cases, you can use the activation lock bypass code obtained from the Hexnode UEM portal to unlock the device:

1. Login to the Hexnode UEM portal.
2. Navigate to **Reports** > **Device Reports** > **Disenrolled devices** and select the required device.
3. Go to the **Device info** page of the device.
4. Under **Activation Lock**, click on the eye icon to view the activation lock bypass code.
5. Use the bypass code to unlock the device.

But it’s always better to prevent such scenarios. So, here’s what you can do:

1. Enroll the device to Hexnode UEM with no activation lock enabled in the device.
2. Associate a policy with the device with the **Activation Lock** option enabled under **Advanced Restrictions** > **Security and Privacy**.
3. For the restriction to take effect, disable and enable *Find My* on the device.
4. Under the **Manage** tab, select the device and ensure that **Activation Lock** is marked *enabled* under the Device Info tab.
![Activation lock enabled for the device](https:2023/04/Activation-lock-enabled-under-device-info-tab.png "Activation lock enabled under device info tab")

6. Wait about five minutes for the Apple server to register the escrow key.

Once this is done, check the **Clear Activation Lock** option and click Wipe to successfully execute the Wipe Device action.

![Enable clear activation lock option to wipe device](https:2023/04/Clear-Activation-Lock-enabled-in-Wipde-Device-action.png "Clear Activation Lock enabled in Wipe Device action")

2. “The operation couldn’t be completed. Your Apple ID or password is incorrect”
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When trying to bypass the activation lock using the bypass code given in the Hexnode UEM portal, the error “The operation couldn’t be completed. Your Apple ID or password is incorrect” arises.

### Solution:

In such cases, the activation code can be bypassed without the bypass code, but the device will have to be removed from iCloud:

1. Go to [www.iCloud.com/find](https://www.icloud.com/find) and sign in.
2. Click **All Devices** and select the device that has to be removed from iCloud.
3. Click **Erase iPhone/Erase Mac**.
4. Click **Erase** when asked for confirmation and enter the password.
5. Enter the Apple ID and password.
6. Click **Remove from Account**.

![Erase and remove device from iCloud](https:2023/04/Remove-device-from-iCloud-account.png "Remove device from iCloud account")

3. Device’s activation lock status not updated on the portal
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Even after clearing activation lock on the device, it is marked *enabled* under the Device Info tab in the Hexnode UEM portal.

### Solution:

Follow the below-given steps to update the status of the device’s activation lock on the Hexnode portal:

1. Disable Find My: 
    1. On iOS devices: 
        - Open the Settings app and navigate to Find My.
        - Select your device.
        - Enter your Apple ID and password.
        - Click on **Find My** and turn **Find My iPhone** off.
    2. On macOS devices: 
        - Open System Preferences/System Settings and click on your name/Apple ID.
        - Click on **iCloud** and turn **Find My Mac** off.
2. Enable Find My: 
    1. On iOS devices: 
        - Open the Settings app and navigate to Find My.
        - Select your device.
        - Click on **Find My** and turn **Find My iPhone** on.
    2. On macOS devices: 
        - Open System Preferences/System Settings and click on your name/Apple ID.
        - Click on **iCloud** and turn **Find My Mac** on.
![Enable/disable find my on macos devices](https:2023/04/Find-My-Mac-on-macOS-devices.png "Find My on macOS devices")

![Enable/disable find my on iOS devices](https:2023/04/Find-My-on-iOS-devices.png "Find My on iOS devices")5. Login to the Hexnode UEM portal.
6. Navigate to **Manage** tab and select the required device.
7. Click the **Actions** drop-down and select **Scan Device** to initiate a device scan.