iOS device status unexpectedly changes to Disconnected
Last updated October 3rd, 2024
Categories:
Environment
- Knox Manage
- Android Enterprise
- Apple Automated Device Enrollment
- Devices running iOS
Overview
You may encounter an issue where a device status unexpectedly changes to Disconnected in the Knox Manage console. This may be due to a variety of reasons, for which you can take preventative measures.
Causes and resolutions
The following table describes potential reasons that may lead to an unexpected Disconnected status for a device in the Knox Manage console, and lists the policies you can use to restrict such actions through Knox Manage and Apple Automated Device Enrollment:
| Profile Type | Cause | Profile setting to prevent issue |
|---|---|---|
| Knox Manage | Device user uninstalls Knox Manage agent on the device | Android Enterprise > App Restrictions > Allow Uninstallation > Disallow |
| Device user factory resets the device | Android Enterprise > System > Factory Reset > Disallow | |
| Apple Automated Device Enrollment | Device user deletes the UEM profile from the device | Delete MDM profile > Disallow |
| Device user enables iCloud backup when using the Setup Assistant | Skip Settings > select App and data |
If a device has a Disconnected status before the preventative measures are pushed, the device must be factory reset and re-enrolled to resolve the issue.
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