Hi rathasatekun

If the device has connectivity but the agent is offline, you could try to reset the password sending a script through the Platform Notification Service, like this:

If not disabled, use recovery mode, otherwise you need to send it to repair.

Please provide more information before any solution can be proposed.

Is the device agent offline because of disabling of ALL communication links by deployed feature control policies? or because of incomplete boot up due to unknown passcode?

Have your recalled the problematic device back to your office or  is it still held by the end-user in a remote site?

Hi rathasatekun

Thanks for posting on SOTI Pulse, Thanks Rafael, and Raymond and Edgar for responding to the post, your expertise and willingness to help are greatly appreciated!

Have you had an opportunity to test the suggested solutions by Edgar, and has it successfully addressed your query?
If yes please do mark it as a solution

Sending the script from platform notification service will do the work 

If not, or If you have any additional questions or concerns, please don't hesitate to reach out. We're dedicated to providing assistance and support.