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

  1. In the Mobility Admin console, click Users Users icon.

    Users page

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

    User/Device Actions page

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

    NOTE:Some devices do not respond to a Reset command unless a security policy has been set on the device. The Reset Device button does not display for a device if it will not respond to a Reset command. For more information, see Section 4.3, Enabling a Device Password Security Policy.

    You are prompted to confirm the action.

  4. Click Reset Device Device Reset icon to wipe the user’s personal data from the device and reset the device to factory default settings.

  5. Click OK to acknowledge completion of the action.

    At this point, the device ID turns yellow and is marked with the Resetting status. Regardless of how many times the mobile device tries to connect, it always receives the Reset command. However, Reset Device Device Reset icon changes to Reset Device Clear Device Reset Clear icon, indicating that the Resetting status can be cleared.

  6. (Conditional) If you want to put the device back into service:

    1. In the Actions column in the Devices section, click Reset Device Clear Device Reset Clear icon.

      You are prompted to confirm the action.

    2. Click Allow Device.

    3. Click OK to acknowledge completion of the action.

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