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Unable to remotely factory reset a device

Last updated December 15th, 2023

Categories:

Environment

  • Knox Configure

Overview

You might encounter an issue where sending the factory reset command to a device doesn’t result in a factory reset, despite the command being sent successfully from the console.

Cause

If factory reset restrictions on a device are enforced by an EMM policy or by any other Knox cloud service, attempting to factory reset the device results in a policy conflict. This conflict blocks Knox Configure from executing the factory reset command remotely.

Resolution

To restrict device users from being able to factory reset their device, while allowing the factory reset device command to complete, ensure that factory resets are restricted through Knox Configure.

The factory reset device command completes successfully in the following cases:

  • Factory resets are restricted by Knox Configure, but not by an EMM or other Knox Cloud services.
  • Factory reset restrictions are not applied to the device.
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