Hello,
I am using Sophos MDM as an on-premise server version.
I have several mobile devices that are reset to factory settings after an iOS/Android update.
Do you have any idea what could be the reason for this?
Is this a known issue?
I am using server version: 9.7.3
Thanks in advance for any hints!
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?
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.
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.
