Mobile devices are locked out after running Microsoft Company Portal app

Question

Hello,

Several users ran the Microsoft Company Portal app and are now locked out of their phone. We see their devices in Intune and attempted a "Password Reset" but the status is pending. We have rebooted the phones several times without success.

If we "Retire" the phones from Intune, will they remain locked?

Answer 1

@GUTIERREZ, Vicente,Thanks for posting in Q&A.

Based on official document, the Retire action removes managed app data (where applicable), settings, and email profiles that were assigned by using Intune. Removal happens the next time the device checks in and receives the remote Retire action. The device still shows up in Intune until the device checks in. Therefore, the device will still remain locked.

For your issue, there may be some configuration profiles in Intune for Android device that need you to enter the PIN/Password to unlock the device.

The "Password Reset" action may take a few times to finish, after that you can try to enter the correct PIN/Password to unlock it.

If the device still remains locked, you can try the Delete action which will restores a device to its factory default settings, and it will unlock the device. The user data is kept if you choose the Retain enrollment state and user account checkbox. Otherwise, all data, apps, and settings are removed.

Retire or wipe devices using Microsoft Intune | Microsoft Learn

Hope above information can help you.

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