question

pauljebastin avatar image
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pauljebastin asked saldana-msft edited

Reset/remove the passcode and Wipe options not working for Intune enrolled AndroidEnterprise device

Hi there,
The Galaxy A32 5G mobile phone was enrolled to Intune as "Corporate-owned, fully controlled user devices"; the user never used the phone, and later that month, when the user wanted to use the phone but forgot the PIN. We attempted to reset/remove the passcode, but it remained pending for several days, and the Wipe option was also not working though WiFI and SIM 4G connect is available in the device (these options are working in other phones we tested).
I've tried several incorrect PIN tries (roughly 50+ times) for a factory reset option with no success. Next password input time is gradually increasing, now my attempt will be after 64 mins! if this option work, how many attempts needed to factory reset the device? or Could anyone kindly tell me if there is any other way to reset the phone through Intune or Manually?
Any advice or workaround would be much appreciated.

Thank you very much.


mem-intune-generalmem-intune-device-configurationsmem-intune-enrollmentmem-intune-admin-center
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1 Answer

Crystal-MSFT avatar image
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Crystal-MSFT answered Crystal-MSFT commented

@pauljebastin, Thanks for posting in our Q&A. From your description, I know we can't access the Samsung Galaxy A32 because of forgetting the PIN. We have tried rest passcode, wipe action but it is not working. And you want to know if there's any method to do a factory reset. If there's any misunderstanding, feel free to let us know.

For the action performed on Intune side, Intune will send the action command. Currently, it seems the device has issue to receive this. Given the situation, I have done some research to see if there’s any method to do the factory reset manually. After researching, I find maybe we can erase the device remotely with Find my mobile. Here is a link with more details for the reference:
https://www.samsung.com/au/support/mobile-devices/how-to-perform-a-factory-data-reset-on-my-mobile-device/
Note: Non-Microsoft link, just for the reference.

Hope it can help you


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@pauljebastin, Hope things are going well. I am writing to see if there's an opportunity to try the method to erase the device remotely with Find my mobile.. If there's any update, feel free to let us know.

Have a nice day!

0 Votes 0 ·

Thank you @Crystal-MSFT for sharing samsung webpage link, Wipe All Data with Device Buttons section helped in my case as user was not logged in to Samsung account.

0 Votes 0 ·

@pauljebastin, Thanks for the reply. I am glad the information can help. If there's anything else we can help in the future, feel free to post in our Q&A. We are always glad to help.

Thanks for your time and have a nice day!

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