As said in my earlier post, your only option is to report the problem to Zebra, and see if they would commit to upgrade the firmware of this device model to support this basic feature of "resetting/setting passcode".  As the process might eventually need Soti involvement to sign and certify a new device agent that works with the upgraded firmware, there is likely some financial implication for Zebra.  Some OEM vendors just won't invest extra engineering resources and money on device model that doesn't sell well or that are not expected to generate sufficient revenue. 

In the future, your best approach to avoid getting into similar situation is to test feature supported before purchasing a new device model or upgrading the firmware version of a model purchased.

As the "Can Reset Passcode" field in your screenshot shows a "No",  maybe the firmware of this device do not have any EMM related API to change passcode remotely, or the device has been configured in Settings to use something  (e.g. fingerprint,  etc.) other than passcode to unlock encryption/lockscreen.   For the latter case, you can probably go to device's Settings and see if there is any option to configure the device to use passcode for unlocking or to enable lock/unlock mechanism.

Thanks for your reply.

The "can reset passcode" field says NO on my other devices (TC70 running Lollipop) which I can lock just fine. I believe that refers to whehter or not the end-user can reset the passcode.

As for not having the firmware or API, these are TC70X devices running Android 7.1.2 with the latest updates from Zebra (January 2019). I would be very surprised to find that remote locking is not possible. It has Android api level 25.

I am still looking through the settings but nothing is promising.

The EMM api I talked about have little to do with the Android version or API level, but refers to the active MDM api's  associated with the agent.  I previously have encountered device agent of other device brand without the "reset passcode"  function.

 What are the version and build numbers of the device agent you are using now?  What about the active MDM api's reported in the device agent or in the web-console for both TC70 and TC70X?  Please note that even if they are the same in both device models, it is still possible that the TC70x do not have the required firmware code to reset passcode.   If so, you might need to report the problem to Zebra and wait for them to release firmware patch that includes the missing codes.

My apologies, I misunderstood about the api. The device agent = 13.6.0.1257, Zebra MDM 4. Pic is attached

The EMM api I talked about have little to do with the Android version or API level, but refers to the active MDM api's  associated with the agent.  I previously have encountered device agent of other device brand without the "reset passcode"  function.

 What are the version and build numbers of the device agent you are using now?  What about the active MDM api's reported in the device agent or in the web-console for both TC70 and TC70X?  Please note that even if they are the same in both device models, it is still possible that the TC70x do not have the required firmware code to reset passcode.   If so, you might need to report the problem to Zebra and wait for them to release firmware patch that includes the missing codes.

Sorry about the long reply. Looks like you might be correct that the feature is not supported. Is Zebra the only entity that can fix this? 

Zebra is very much committed to moving everyone toward Android Enterprise based management with their latest devices, going so far as stopping the DA OEM agent signing process for their Android Oreo firmware releases despite Google not deprecating DA access completely until Android Pie. It's for this reason I don't think you're going to have much luck having Zebra add support for this kind of feature under a management use case (Device Administrator) that they are no longer committed to. The TC70x can be upgraded to Oreo so you could explore leveraging AE for management of those devices, which might open up more configuration options in the future, but that also would mean two different management styles between your TC70s and TC70xs.

Thanks Chan! Unfortunately I was not the person who decided to purchase this model, nor will I be consulted in the future lol. The Zebra rep made it pretty clear that I am out of luck on this one. Thanks very much for trying to help me though.