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Looking for some advice as all the documentation read to-date is not giving any definitite answers.
We are currently managing just under 60 Apple devices via SMC. Many of which we can control the locking and unlocking of the device remotely.
We have noticed several devices can have a passcode "lock" command sent to, but cannot send an "unlock" to as the icon/button is not available for random devices.
Every device runs the same configuration profile, the iOS versions do vary, but we have ruled out this as a reason due to some devices running the same iOS can be locked and unlocked as ones that cannot.
Other than sending a wipe command and "trying again" we cannot see anything that will allow us to unlock a seemingly unlockable device before the data is removed. (The whole purpose of this is to retain the data still on the device).
Any ideas would be greatly appreciated.
Under the menu for Lock, you should see a "Reset Password" command. That will change the lock code and in some instances, I've seen it remove the lock code completely.
Only if you forgot the passcode to access the iPhone, it will work as new iphone if you restore it to factory settings then set it up as new, following the steps here provided, but you'll lose your data, unless you have a backup made BEFORE you set up your iphone:
If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled - Apple Support
If your iphone has an activation lock, only the previous owner can unlock it. If you can't contact the previous owner, that device is useless for you.
If you forgot your Apple ID password: If you forgot your Apple ID password - Apple Support
In reply to Jack Simmons:
Factory reset does help to solve the problem, but the data on the device will be lost and the Apple ID password is required.