Supervised iOS device not appearing in Hexnode UEM

A supervised iOS device may show a message that it is supervised and managed by an organization, but that does not necessarily mean it is enrolled in the current Hexnode UEM portal. If the device does not appear in Hexnode after searching by serial number or IMEI, check the device’s management profile under General > VPN & Device Management. If the listed management profile belongs to another organization or MDM, the device is not registered with the current Hexnode portal. In that state, it cannot be managed or unlocked from that Hexnode portal. Check the other MDM environment that owns the installed management profile, or enroll the device into the intended Hexnode portal after it is no longer managed elsewhere.

Executive Summary

Supervision identifies that an iOS device is organizationally supervised, but the management profile determines which MDM controls the device. When a supervised iOS device is not visible in the Hexnode UEM portal, verify the device record in Manage > Devices and inspect the installed MDM profile on the device. If Hexnode does not list the device and the iOS management profile points to another MDM or organization, the device is managed outside the current Hexnode portal.

Prerequisites

• Administrator access to the Hexnode UEM portal where the device is expected to appear.
• The device serial number or IMEI number.
• Access to the iOS device to check the installed management profile.

Verify whether the supervised iOS device is in Hexnode

1. Sign in to the Hexnode UEM portal.
2. Go to Manage > Devices.
3. Search for the device using its serial number or IMEI number.
4. If the device appears in the list, open the device record to continue management from Hexnode.
5. If the device does not appear, check the MDM profile installed on the device.

Check the MDM profile on the iOS device

1. On the iOS device, open General.
2. Go to VPN & Device Management.
3. Review the listed management profiles.
4. Check which organization or MDM is shown as managing the device.

Warning: A device can be supervised and still be managed by an MDM other than the current Hexnode portal. Supervision alone does not confirm enrollment in Hexnode.

Interpret the result

• The device appears in Hexnode: The device is registered with the portal and can be managed from its device record.
• The device does not appear in Hexnode, and another MDM profile is listed: The device is managed outside the current Hexnode portal. Check the MDM environment associated with that profile.
• The device is supervised, but no matching Hexnode record is found: The device is not registered with the current Hexnode portal based on the available serial number or IMEI search.

Troubleshooting

The device is supervised but not listed in Hexnode

Search under Manage > Devices using the serial number or IMEI number. If no result appears, inspect VPN & Device Management on the iOS device to identify the installed management profile.

The device shows a management profile from another organization

The device is enrolled in another MDM environment. It will not appear in the current Hexnode portal unless it is registered with that portal.

The device needs to be managed from Hexnode

Confirm that the device is no longer managed by another MDM before enrolling it into the intended Hexnode UEM portal. Hexnode cannot manage a device that is registered only in another MDM system.