7.5 Resetting a Device to Factory Default Settings

If a user loses a mobile device, it is important to wipe all data from the lost device as quickly as possible. If the device is recovered, it can be reset and used again.

WARNING:Because this action removes all data from the device, both business and personal, this is a very serious step to take with a mobile device. If you only want to remove a GroupWise account from the device, go to Removing a GroupWise Account from a Device.

  1. In the Mobility Admin console, click Users.

  2. Click the user name of the device owner to display the User/Device Actions page.

  3. In the Actions column in the Devices section, click Reset Device Options Device Reset icon.

  4. In the dialog that displays, click the Reset Device button.

    IMPORTANT:The Reset Device button only displays when a device can respond to a Reset command.

    Additionally, some devices do not respond to a Reset command unless a security policy has been set on the device. See Enabling a Device Password Security Policy.

  5. A message displays that the reset flag has been set for the device and the next time the device tries to connect with GMS, it will be reset to factory default settings.

    Click OK to acknowledge the message and close the dialog.

  6. The user’s device status changes to Resetting and then to Reset when the action completes, at which point the device has returned or is in the process of returning to its factory default state.

    Because the reset flag is set in GMS for the user/device, the user can no longer connect the device to its GroupWise account through GMS. Each connect request is answered with a Reset command from GMS.

    If you want to allow the user to add GroupWise on the device again, you must either

    • Delete the device from your Mobility System, which removes all data regarding the device from Mobility, allowing it to be added as a new device.

      Or

    • Change GMS to allow the device to add the GroupWise account, see Step 7

  7. (Conditional) If you want to put the device back into service without deleting it from Mobility, do the following:

    1. In the Actions column in the Devices section, click the Re-allow device Device Reset Clear icon icon that replaced the Device Reset Options icon Device Reset Options icon)

    2. In the dialog that displays, click Allow Device.

    3. Click OK to acknowledge completion of the action.

      The user can now reconfigure the device to connect to the Mobility system and start synchronizing data.