Workspace One Reset Passcode Android 9/10 not working.

[bspencer505]

System:
2001 patch .09
Using all Android Legacy profile settings. FCM enabled - on premise install. Not using EMM or AFW. Devices are using March 30th, 2020 HUB Version (20.03.0.32)

Old Android 6 devices work just fine for everything (including PIN reset) - BUT:

On my Android 9 and 10 devices, I cannot change the passcode via the MDM. However I can:
Push apps,

Wipe the device,

Push messages to HUB

The device profile is installed and the phone is locked down. IE, yes the settings I detailed in the Android Legacy Profile are there (ex: no play store, no factory data reset, etc)

Connectivity on HUB is normal (Green)

The ONLY thing I CANT do on A9 and A10 is reset the pin/passcode via the MDM. Anyone know why this might be occurring?

Thanks so much!

[BobHot]

Hi bspencer505​,

I have experienced with Android 10 that the passcode reset works not 100% stable (as many other things too in WS1). Sometime it works, sometimes not.

I tried the reset on two equal test devices at almost the same moment. On one device the passcode was reset in seconds. On the other device i needs a few hours. So maybe you just repeat and wait? I'm not sure if synchronizing the device has an effect.

Maybe instead of use 'Clear Passcode > Device', you could try 'Management > Change Device Passcode'.

Good luck

BH :smileycool: