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Unable to remotely reset an iOS device to its factory default settings in Hosted Mobile Security (HMS)

    • Updated:
    • 20 May 2014
    • Product/Version:
    • Hosted Mobile Security 1.0
    • Platform:
    • iOS 4.0+
    • iOS 5.0+
Summary
When using HMS, the administrator is unable to remotely reset an iOS device to its factory default operation. The following Passcode > Data Protection policy does not also work:
Reset device to factory default after X failed login attempts
Resetting to the iOS device’s factory settings causes the screen to freeze when it is booting.
Details
Public
When you select the Reset Device to Factory Default command, it calls the iOS device’s Erase All Content and Settings function.
Based on testing, research and replication, it has been observed that a jailbroken iOS device is likely to fail when a call to Erase All Content and Settings is made whether remotely or locally. This is because the file system of a jailbroken device is slightly rearranged.
To resolve this issue:
  1. Confirm that the device has been jailbroken.
  2. Restore the device using iTunes from a desktop.
    Note: Refer to your device manual for the procedures of this step.
  3. Reset the device to its factory default settings again either remotely from the administration console or locally from the device.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1061216
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