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How to factory reset a device managed in Knox Configure

Environment 

Knox Configure (KC)

Overview

This knowledge base article guides you through the steps on how to factory reset a device managed by Knox Configure (KC). 

How do I factory reset my device from its settings? 

To trigger a factory reset from your device:

  1. On the device, navigate to Settings > General management > Reset > Factory data reset.
  2. Select Reset.
NOTE—If your device is configured to a profile with "Disable factory reset" enabled, or if it is enrolled in another UEM that prevents factory reset, you cannot reset from your device's Settings menu. 

How do I factory reset my device from Knox Configure? 

If you cannot access the settings menu on your device, you can reset it from the KC console. Ensure that your device is:

  • In the Configured state
  • Connected to a network

If the device is not connected to a network, the factory reset command is queued until the device can receive the message.

To factory reset your device from KC:

  1. In your KC console, in the left navigation bar, select Devices > Devices. 

  2. Select the Device ID of the device you want to factory reset.

  3. Select Actions > Reboot or factory reset device(s).

  4. In the pop-up that appears, select Factory reset device(s).
  5. Click Confirm. 
NOTE—If your device is configured to a profile with "Disable factory reset" enabled, you will still be able to factory reset your devices using this method. However, if your device is enrolled in a third-party application (i.e. UEM) that prevents factory reset, reset functionality may vary in the KC console.

 

Additional information

If you are unable to use the methods described here, you can also hard reset the device using the hardware keys. As these steps vary depending on your device, consult your carrier's documentation for hard reset instructions. If you have any restrictions placed on your device by KC or a UEM, you cannot reset your device with its hardware keys.

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