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Unable to Remove Factory Reset Device from Web Console

R
Ross

Hello all,

We sent in a device for repair, and it had to be factory reset during the process. Trying to unenroll/delete the device from the Web Console does not work. It falsely shows the device as Active, and when I try to initiate a command, the error I receive is "1 device(s) have no user access rights to execute this action".

Under (Global Settings -> MobiControl Search Sync Interval) I tried to force a sync, which seemed to help other administrators, but it did not yield any success on our end. 

The end goal is to delete this false-active device, and re-enroll it properly into the system. This is an Android device if that makes any difference.

Thank you in advance!

deletion device rights mobicontrol delete mc93 Factory reset
2 years ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
2 years ago

What exactly did you see when you said "It falsely shows the device as Active" ?

What are the version and build numbers of your MobiControl server?  Is it a cloud or an on-premises server?

What are the brand  and model of the problematic device?

ZC
Zafer Cigdem
2 years ago

Hi Ross,

If it's Android Enterprise enrolled device, as far as I know as default the Factory reset protection is enabled (even if no profile is assigned). If this device is on your MobiControl WebConsole or if you can enroll it, you can assign a new policy and you can disable factory reset protection on this device or add an exemption.

I hope it helps. 

Zafer

RS
Rafael Schäfer
2 years ago

We have seen similar in the past and the rerun of the search sync helped often as you already mentioned.

The message you see should only occur because that the device is already marked to be deleted. Take a look into the device logs you should see your unenrollment action there and (i try to remember) and Device Mode should be flagged as "-1" instead of active or inactive.

When the retriggetring of sync didn't helped here, there was some DB work to be done (investigation from our external, not sure if they also contacted Soti about it or just knowed it by experience). So i recommend to look into it with Soti.

AW
Adam Williams
2 years ago

Hi Ross,

If the device was factory reset from the web console then please ignore the remainder of this answer.

But sometimes if a device was factory reset on the device itself and you are using an older version of MC (I dont remember the exact version number but <15.5). Sometimes the device db became corrupt with an invalid entry and could only be removed by SOTI Support by running a script on the db. In this case all you need to supply is the device ID you wish to have removed.

Thanks
Adam

A
AMMOD@SOTI
a year ago

Hi Ross,

Thank you for posting on the SOTI pulse, A special thank you to Raymond, Zafer, Rafael, and Adam for responding. Your expertise and willingness to assist are truly valued!

Have you had the chance to test the suggested solutions mentioned earlier, and did it effectively address your query?

If the issue persists, specifically with the device getting stuck on the web console, I recommend opening a SOTI support ticket. This will allow us to investigate the database and proceed with the deletion of the affected device, ensuring its permanent removal from both the web console and the database.

To open a SOTI support case/ticket, you can use the following link –

https://www.soti.net/services/log-a-case/

Thank you for your cooperation.

Kind regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

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