Disenroll a device with an unresponsive touchscreen from Hexnode UEM

TL;DR:Devices with unresponsive touchscreens can be disenrolled directly from the Hexnode UEM portal via Actions > Device Control > Disenroll Device. If the device is online, management profile restrictions are automatically removed, but if it remains offline/pending, a manual factory reset is required to fully wipe the device.

Executive Summary

When a managed device cannot be operated locally because the touchscreen is unresponsive, Hexnode UEM can still initiate disenrollment from the portal. The outcome depends on whether the device can communicate with Hexnode UEM.

• Online device: The device receives the Disenroll Device command, removes the MDM profile/restrictions, and releases the license slot.
• Offline device: The command remains in Pending status because the device cannot receive the remote command.
• Device being sent for repair or reuse: If the command remains pending, perform a manual factory reset on the device to wipe it completely.

This guidance supplements the standard disenrollment workflow described in How to Disenroll and Delete Device? with behavior specific to devices that cannot be operated from the touchscreen.

Prerequisites

• Access to the Hexnode UEM portal.
• The device must already be listed in the Hexnode UEM portal.
• Use portal-side actions when the device screen cannot be used.

Disenroll the device from the Hexnode UEM portal

1. Log in to the Hexnode UEM portal.
2. Navigate to the Devices tab.
3. Find and select the device with the unresponsive touchscreen.
4. Click the Actions dropdown menu.
5. Select Device Control > Disenroll Device.
6. If required, select Mark as Disenrolled to remove the device from active management records and free the license slot in the portal.

What happens after triggering Disenroll Device

If the device is online

If the device has an active internet connection and is communicating with Hexnode UEM, it processes the Disenroll Device command. The MDM profile/restrictions are removed from the device, and the license slot is freed.

If the command remains Pending

If the disenrollment action remains in Pending status, the device is not communicating with Hexnode UEM. The remote command cannot be delivered until the device reconnects.

For devices that must be wiped before repair or reuse, perform a manual factory reset using the device’s supported reset method. This is required because a pending remote command does not wipe the device.

When a manual factory reset is required

Use manual factory reset when the device must be returned to a fresh state and the Hexnode UEM command cannot be processed remotely.

• The touchscreen is unresponsive and the device cannot be operated normally.
• The device is offline or no longer communicating with Hexnode UEM.
• The Disenroll Device command remains in Pending status.
• The device is being prepared for repair, reassignment, or reuse.