Unlocking a Device

This section contains the following topics:

To unlock a device:

You can clear the screen lock on a device. Unlocking works somewhat differently on different devices.

Procedure

  1. Go to Devices > Devices.
  2. Select the devices.
  3. Click Actions.
  4. Select Unlock.
  5. Alternatively, click the device name link to go to the Device details page and click the Unlock icon and click OK.

Unlocking Android devices

When an Unlock command is received, the Android app attempts to resets the passcode. The following table explains unlocking Android device for different device modes:

 

Device Admin

Device owner

Profile owner
Android 7 and above Unlock is skipped for Device Admin device. Device passcode does not get reset to empty or “0000" Device passcode should be cleared or set to “0000”, if clearing the device passcode fails. Then user should be prompted to set up a new device passcode, if a passcode configuration exists. Resets password to “0000" and if there is a Work Challenge configuration, user will be forced to set up a new work challenge as per Work Challenge restrictions.
Android 6 and below Device password may be cleared or set to “0000”, if clearing the passcode fails. User is prompted to set up a new device passcode if there is a device passcode config. Example: In Samsung S7, on Unlock command, device password is cleared. Unlock profile and password reset on the device is not supported.

On Android Enterprise devices, you can perform the Unlock device action even after the device reboots and remains locked.

Unlocking AppConnect for Android apps

For AppConnect apps, the AppConnect Unlock command helps to unlock containers that have been locked due to users trying to log in multiple times with incorrect passcodes. This unlock does not unlock the device.

Unlocking an iOS device

When an Unlock command is received, the iOS app removes the passcode from the device. If the passcode configuration specifies that a new passcode is required, then the device user will be prompted to set a new passcode that complies with the rules defined in the passcode configuration. The user must make this change within 60 minutes or the app will force the user to set the new passcode.

Unlocking ChromeOS devices

When a ChromeOS device is selected and the Unlock option is clicked, a pop up window appears on the screen - "Unlocking may clear an existing passcode to enable a user to access the device. Unlocking differs by platform." Click Unlock and the device status will be updated to "Unlock Sent", and the updated status will be visible after periodic device sync.