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Triggering Remote Lost Mode for macOS

The Lost Mode remote action for macOS is a critical security measure that locks a device remotely to prevent unauthorized data access. Once activated, it displays a custom recovery message and contact details on the screen, restricts user access, and can optionally track the device’s location.

Why Enable Lost Mode for macOS?

A misplaced or stolen laptop is a major security risk. Lost Mode ensures that corporate data remains protected by placing the device in a highly restricted state until an administrator lifts the lock.

Restricted State: Prevents any user from accessing the system until disabled by an administrator.
Custom Recovery Info: Displays contact details and recovery instructions to the finder.
Connectivity Support: Administrators can allow access to Wi-Fi settings so the device can reconnect to a network and sync with the MDM server.
Audit Trail: Admins receive email notifications whenever Lost Mode is enabled or disabled on an enrolled device.

Prerequisites and Conditions

To successfully initiate and manage Lost Mode, the following technical conditions must be met:

Requirement	Specification
Connectivity	The device must be connected to a stable internet connection.
Power State	If the device is off, Lost Mode will activate once it is powered on and regains network access.
Management	The device must be enrolled in the Hexnode UEM portal.

Step-by-Step Guide: Enabling Lost Mode

Follow these steps to secure a reported lost or stolen macOS device:

Log in to the Hexnode portal.
Navigate to Manage > Devices and select the target device.
Click on Actions > Security > Enable Lost Mode.
Configure the lock screen display:
- Custom Message/Footnote: Enter instructions for the finder (supports wildcards).
- Phone Number: Provide a contact number (supports the %phonenumber% wildcard).
Optional Settings:
- Allow Access to Wi-Fi Settings: Enables the user to connect to available networks while the device is locked.
- Enable Location Tracking: Initiates reporting of the device’s coordinates while Lost Mode is active.
Click Enable.

Supported Wildcards for Custom Messages

You can use the following wildcards to dynamically populate device-specific info on the lock screen: %devicename%, %deviceid%, %username%, %model%, %udid%, %assettag%, %serialnumber%, %name%, %department%, %imei%, %email%, %devicenotes%, %alternateemail%, %phonenumber%, %domain%, %osname%, %wifimacaddress%, %osversion%, %iccid%, %userprincipalname%, %netbiosname%, %newline%.

Tracking and Disabling Lost Mode

Tracking Device Location

To track a lost device, you must enable Enable Location Tracking during the Lost Mode configuration.

Location History: View logs under the Reports tab or the device’s specific Location History tab.
Real-time Scan: Execute the Scan Device Location action for immediate coordinates.

Disabling Lost Mode

The device remains restricted until the administrator manually removes the lock.

Navigate to Manage > Devices and select the device.
Select Actions > Security > Disable Lost Mode.

Note:

Disenrolling a device while in Lost Mode will disable the lock but will also remove all remote management capabilities.

Troubleshooting Guides

Problem	Potential Cause	Resolution
Action is “Pending”	Device is offline or powered off.	Ensure the device has internet access. If powered off, it will activate once turned on and connected.
Cannot fetch location	Location Tracking was not enabled during setup.	Location tracking only works if Enable Location Tracking was checked during the initial Lost Mode command.
Device cannot sync	Lost Wi-Fi connection.	Always enable Allow Access to Wi-Fi Settings to let the device reconnect to a network while locked.