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i have issue of my team that "user forgot PINCODE to unlock screen" and open ticket to me for resetpassword but i cannot because of agent not online (may be agent connected long time) how to fixed this case
You can wipe the devie via recovery menu and enroll it again (if not disabled by MDM or manufacturer).
Otherwise you need to send it to repair.
Thats why i complain about the agent not being able to use direct boot support.
Hello,
what manufacter is the Devcie ?
Might there is an other solution Possible but that depends if it is aConsumer (like Samsung) or a Zebra or a Honeywell Device.
But even on Zebra (for example) you can only do it via revocery menu (StageNow can't be used from lockscreen).
If it's disabled (i don't know as he hasn't answered yet) by MDM you also can't use it.
Not sure about Honeywell as i never worked with it.
the last option in that case could be to use the ADB - before sending it to repair.
That is working with Zebra & Hoenywell Devices.
for adb you normally need to unlock the device first also it can be locked by the MDM
Hi Rathasatekun,
Could you please clarify why the device cannot get online? Is it due to deployed MobiControl policies to block all possible connections at ALL time?
Do you have the device on hand? Was the device booted up but with No Wifi, cellular or other connections configured/enabled? Or had the device already been out of battery power and had failed to complete a cold boot-up due to forgotten lock-screen password?
Hey Raymond,
as i understood the device was turned off and later turned on and as long the pin is not entered minimum once (because they don't know it anymore) the agent can't connect to the server.
Rafael,
I didn't see Rathasatekun saying anything about that. How did you know or "understand"? Were you told privately?
I didn't see you asking about it. Or about any other related details before commenting or proposing solution.
That is your style, not mine. I always act responsibly and professionally in public. I have my reputation and integrity to protect. Anyway, I am waiting for Rathasatekun to give more details.
Hi Rathasatekun,
Please provide more information as mentioned in my last post to you.
As long as there are no policies deployed onto the device to COMPLETELY disable all possible configured connections, MobiControl can still unlock the device which has just been COLD-booted & WITHOUT the correct lockscreen password input on the device and the encrypted device file-system unlocked.
This might sound crazy, but actually Google's Android design allows a well-designed NORMAL (i.e. not necessarily an MDM device agent or other system app) app to run some of its functions in similar situation when the device has just been cold-booted and file system not unlocked with any correct lockscreen password.
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Hi Rathasatekun,
Thanks for posting on SOTI Pulse, Thanks Raymond and Rafael
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 Raymond and Rafael and has it successfully addressed your query?
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.