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Actions does not work right after reboot Android device, but before entering device Pincode

Michel Mulder

Maybe its just me. But why is it that you cannot use actions like  refresh data, reset password of Wipe on a managed device that had been just tuned on withhout entering the user pincode at least 1 time?

I don't know about other Sophos users, but when do I need Reset Password or Wipe action the most? -> When an old non wiped device is cold booted (for instance a former employe device I want to re-use) and I want to wipe it or want to get past the former users pincode.  And then these actions are useless because they stop at "Notified"

Solutions? except the painstaking route with Android Recovery Mode?



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  • 0

    Hi

    On some devices, the user sets the password during the initial setup before the Sophos Mobile Control app is installed. In this case, the Sophos Mobile Control app asks the user to confirm the password at every synchronization. As long as the user hasn’t confirmed the password, you cannot reset the password remotely.

    In addition to that, You can remotely wipe a device that is managed by Sophos Mobile. This resets the device to its factory settings. Please check this link for more information. 

    Shweta

    Community Support Engineer | Sophos Technical Support
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  • 0 in reply to Shweta

    Hello Shweta, I supose the truth is in the middle. Testing with a Samsung A8 Android 9 with Knox KME is showing me that wiping of a device before entering the pincode after cold boot, is indeed working. Makes sense when you state that Sophos must be installed before the device pincode is set for the first time. KME is forcing Sophos setup a the very first steps after unboxing a phone.

    I guess my older devices without KME enrollment have this problem. After a cold boot and in case of a forgotten device password, Sophos is unable to factory reset the device, even when the device is connected to internet, because its needs the pincode first, at least 1 time. But we don't know the pin etc. Kind a chicken or the egg first situation.

  • 0

    I must say. I keep with my opinion that sync. etc is not (always??) working on devices before you enter the device pin the first time. I've been testing with a Samsung A40. Enrolled with KME, Android Enterprise Dev Owner profile. So Sophos Control was installed at the very beginning of the first device startup. When I later on add an device PIN and restart the device. I cannot Sync or reset the device at first. The device is auto connected with WiFi, but is waiting for entering pin code. When you enter that code it says "starting android". And only then my Sync command goes from notified to succesfull.

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