Some iOS and Android Devices getting a factory reset after OS update? MDM on-Premise

Thanks for reaching out to the Sophos Community Forum. 

This sounds very unusual. Are the devices enrolled in Sophos Mobile as "Android Enterprise", or are you using the "Device Management" mode, which has been depreciated as of Android 10? 

Hello, we enroll android enterprise only.

Thanks for clarifying. 

I have not heard of this being an issue in any previous support cases or in the community. 

Do you have any details on the model of the device that ran into this issue? What may also help is if we know what the original Android version was prior to the upgrade, and what version it was upgrading to. 

If you're able to replicate the issue with a specific model of device, I'd suggest trying the same upgrade without MDM management to see if there are any differences in the results you get.

Thanks for clarifying. 

I have not heard of this being an issue in any previous support cases or in the community. 

Do you have any details on the model of the device that ran into this issue? What may also help is if we know what the original Android version was prior to the upgrade, and what version it was upgrading to. 

If you're able to replicate the issue with a specific model of device, I'd suggest trying the same upgrade without MDM management to see if there are any differences in the results you get.

Hello, I think the model is random.

For example we had a Samsung Galaxy XCover 4s Android v10 to v11 and a Apple iPad (7th generation) iOS 13.1 to latest iOS.

In this case, I suggest opening a support case with our team so that we can take a deeper look into the issues you're experiencing.