Thread Info
  • State Suggested Answer
  • Locked Locked
  • Replies 7 replies
  • Answers 1 answer
  • Subscribers 6 subscribers
  • Views 8256 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

My mother has lost her PIN

Wendy Garrett

Can anyone please tell me how I can help my mother reset her mobile SOPHOS PIN? Her phone is becoming out of date, she cannot update any settings or any apps.

I promise not to let her do this again!!



This thread was automatically locked due to age.
Parents Reply Children
  • 0 in reply to Wendy Garrett

    Hi Wendy,

    I understand that you are referring to the App Protection password. 

     If the device is managed via Sophos Mobile Control Server, you have an option to reset the App Protection password from Device > (Choose your device) > Actions > Reset App Protection Password

    If the device is not managed by Sophos Mobile Control Server, have you configured Loss & Theft for this device registered with at least one phone number?

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    Hi Haridoss

     

    I think you are correct that this is the APP Protection Password. 

    I don't think I configured any Loss an Theft for the device. Obviously I can't check without this Pin!

    Thanks

     

    Wendy

  • 0 in reply to Wendy Garrett

    Hi Wendy, 

    The reason I asked about Loss & Theft configuration is that, If you have configured Loss & Theft and you can send an unprotect command for App Protection by SMS (provided you have the registered phone number). Unfortunately, If you have not configured Loss & Theft, the only option is to factory reset the device.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    Hi Haridoss

     

    how can I get to factory reset when all the settings are protected by the PIN? Is there an admin function I can use?

    Thanks

    Wendy

  • 0 in reply to Wendy Garrett

    Hi Wendy, 

    Just to confirm, I am referring to the Factory Reset/ Hard reset of the device. To give you a heads-up, factory reset causes data loss and puts your mobile device back to the out of box condition. If you wish to continue to do the factory reset you will have to check online on how to do the factory reset based on your device model. If you could share your device make and model I will try to get you the related article.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

Unfiltered HTML