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Remove offline devices stuck in disenrollment pending state
TL;DR:
If a device is offline or no longer functional after the Disenroll Device action is initiated, it may remain in the disenrollment pending state because it cannot communicate with Hexnode UEM. To remove it from the portal and free the device slot, go to Reports → Device → Disenrollment Pending Devices, select the device, and click Mark as Disenrolled.
Executive Summary
Devices must communicate with Hexnode UEM to complete the standard disenrollment workflow. If a device is powered off, damaged, disconnected from the internet, or otherwise unable to receive commands, selecting Disenroll Device can leave the device pending disenrollment. Devices in this state can be cleared from the Hexnode portal from the Disenrollment Pending Devices report. Marking the device as disenrolled removes the pending record from Hexnode UEM and makes the device slot available for enrolling another device.
When to use Mark as Disenrolled
Use Mark as Disenrolled when all of the following conditions apply:
- The device has already been selected for disenrollment using Disenroll Device.
- The device is offline, unresponsive, damaged, or otherwise unable to communicate with Hexnode UEM.
- The device appears under Reports → Device → Disenrollment Pending Devices.
- The device record must be cleared so the device slot can be reused.
Note: This action is intended for devices that cannot complete the normal disenrollment command because they are not communicating with Hexnode UEM.
Remove offline devices from Disenrollment Pending Devices
- Navigate to Reports → Device → Disenrollment Pending Devices.
- Select the devices that must be removed from the disenrollment pending list.
- Click Mark as Disenrolled.
After the devices are marked as disenrolled, they are removed from the pending disenrollment state and the corresponding device slots can be used for new enrollments.
Important notes
- Disenroll Device requires the device to receive the command from Hexnode UEM. Offline or dead devices may not complete this step automatically.
- Mark as Disenrolled is used from the report view after the device is already listed under Disenrollment Pending Devices.
- Only select devices that are confirmed to be no longer manageable or unable to complete disenrollment through normal device communication.
Frequently Asked Questions
Why does an offline device remain pending after selecting Disenroll Device?
The device must communicate with Hexnode UEM to receive and process the disenrollment command. If the device is offline, damaged, or no longer connecting to the internet, it may remain under Disenrollment Pending Devices.
Does Mark as Disenrolled free the device slot?
Yes. Marking the pending device as disenrolled clears the device from the pending disenrollment state, allowing the device slot to be reused for another enrollment.
Where can pending disenrollment devices be found?
Pending disenrollment devices can be found from Reports → Device → Disenrollment Pending Devices in the Hexnode portal.
