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How to Fix Unable to Remove iPad Passcode Through Microsoft Intune
Question details
An administrator is unable to remotely remove an iPad passcode or erase the device because Intune cannot locate the device by user or serial number.
- Product
- Microsoft Intune
- Device & OS
- iPad
- Scenario
- An IT administrator attempts to manage, erase, or remove the passcode from an enrolled iPad using the Intune Admin Center.
- Observed behavior
- Microsoft Intune reports an error stating that the iPad cannot be found, preventing any remote management actions from executing.
Ensure you have administrator access to the Microsoft Intune Admin Center and, if applicable, the Apple Business Manager portal. Verify that the iPad is powered on and connected to a network.
Verify Device Enrollment and Supervision Status
Check the fundamental enrollment and supervision properties of the iPad in Intune to ensure it is properly linked and manageable.
Remote management commands, such as removing a passcode, rely heavily on the device's supervision status and ownership model. If a device has lost its synchronization with Intune or is not fully supervised, remote commands may fail.
Navigate to the Microsoft Intune Admin Center and sign in with your global or Intune administrator credentials.
Go to Devices > iOS/iPadOS and search for the iPad using the assigned user's name or the device serial number.
Review the hardware properties to verify device ownership, the specific enrollment method used, and whether the device is marked as supervised.
Erase the iPad via Apple Business Manager
If the iPad is supervised through Apple Business Manager (ABM), you may need to use the Apple management system to erase it when Intune encounters synchronization errors.
Request Help from the Microsoft Intune Community
If the device still cannot be found or managed after checking your portals, escalate the issue to the official Microsoft Intune Q&A community for expert assistance.
Manage Your IT Documents with WPS Office
While troubleshooting device management and Intune policies, rely on WPS Office to create, edit, and share your IT documentation. It is a free, lightweight, and easy-to-use alternative to Microsoft Office that offers a familiar interface and seamless migration for your entire team.
- 1. Download WPS Office: Visit the official WPS website and download the free installer for your operating system.
- 2. Install the Software: Run the setup file and follow the on-screen instructions to complete the lightweight installation process.
- 3. Manage Your Documents: Launch WPS Office to easily open, edit, and manage your IT policy documents and Microsoft Office files without compatibility issues.
Frequently Asked Questions
Why does Intune say the iPad cannot be found?
This error typically occurs if the device has lost network connectivity, has been accidentally unenrolled, or if there is a synchronization issue between Apple Business Manager and Microsoft Intune.
Can I remotely remove the passcode if the iPad is not supervised?
No. If the iPad is not supervised or enrolled via an automated device enrollment method, Apple's security policies prevent MDM solutions like Intune from remotely removing the passcode. You will likely need to reset it using Recovery Mode.
How long does a remote wipe take from Intune?
Once the remote wipe command is sent from the Intune Admin Center, the process begins almost immediately provided the iPad is powered on and connected to the internet. If the device is offline, the command remains pending until it reconnects.
