Reset/remove the passcode and Wipe options not working for Intune enrolled AndroidEnterprise device

Question

Hi there,
The Galaxy A32 5G mobile phone was enrolled to Intune as "Corporate-owned, fully controlled user devices"; the user never used the phone, and later that month, when the user wanted to use the phone but forgot the PIN. We attempted to reset/remove the passcode, but it remained pending for several days, and the Wipe option was also not working though WiFI and SIM 4G connect is available in the device (these options are working in other phones we tested).
I've tried several incorrect PIN tries (roughly 50+ times) for a factory reset option with no success. Next password input time is gradually increasing, now my attempt will be after 64 mins! if this option work, how many attempts needed to factory reset the device? or Could anyone kindly tell me if there is any other way to reset the phone through Intune or Manually?
Any advice or workaround would be much appreciated.

Thank you very much.

Answer 1

@pauljebastin , Thanks for posting in our Q&A. From your description, I know we can't access the Samsung Galaxy A32 because of forgetting the PIN. We have tried rest passcode, wipe action but it is not working. And you want to know if there's any method to do a factory reset. If there's any misunderstanding, feel free to let us know.

For the action performed on Intune side, Intune will send the action command. Currently, it seems the device has issue to receive this. Given the situation, I have done some research to see if there’s any method to do the factory reset manually. After researching, I find maybe we can erase the device remotely with Find my mobile. Here is a link with more details for the reference:
https://www.samsung.com/au/support/mobile-devices/how-to-perform-a-factory-data-reset-on-my-mobile-device/
Note: Non-Microsoft link, just for the reference.

Hope it can help you

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.