Skip to content

Page permalink

Always use the following permalink when referencing this page. It will remain unchanged in future help versions.

https://docs.sophos.com/central/Mobile/help/en-us/index.html?contextId=managed-lost-mode-troubleshoot

Troubleshoot Managed Lost Mode

How to fix issues with iPhones and iPads in Managed Lost Mode.

Can’t turn off Managed Lost Mode

Condition

The Turn off Managed Lost Mode command fails when you send it to an iPhone or iPad in Managed Lost Mode.

Cause

Reasons why the Turn off Managed Lost Mode command can fail are as follows:

  • The device was restarted while in Managed Lost Mode. Maybe someone turned it off, or the battery was drained.

    A device in Managed Lost Mode has no network connectivity after a restart. It doesn’t let you unlock the SIM card to connect to a cellular network, nor does it ask for your Apple ID, which is usually required to connect to a wireless network.

  • The device has lost network connectivity for other reasons and can’t reconnect.

  • The device has an out-of-date iOS version.

Remediation options

Connect the device to a wired network

If the device can’t connect to a Wi-Fi or cellular network, you can try to connect it to your Ethernet network with a Lightning-to-Ethernet adapter or a Lightning-to-USB adapter combined with a USB-to-Ethernet adapter.

With the device connected to your Ethernet network, use the Turn off Managed Lost Mode action in Sophos Mobile to turn off Managed Lost Mode. See Managed Lost Mode actions.

Erase or restore the device in Apple Configurator

Warning

Erase and restore are destructive device actions with similar effects.

Erase deletes all content, resets all settings, and ends supervision. Restore does all of the above and additionally resets iOS and the device firmware to their factory versions.

Requirements

  • You need a Mac with Apple Configurator 2 installed.
  • If the device in Managed Lost Mode has Allow host pairing turned off in the Restrictions configuration of the iOS device policy, the Mac must be configured for device supervision. See Configure device supervision.

To erase or restore a device for which you can’t turn off Managed Lost Mode, do as follows:

  1. Connect the device via USB with your Mac.
  2. Start Apple Configurator 2.

  3. Depending on your requirements, erase or restore the device.

    Erase deletes all content, resets all settings, and ends supervision. Restore does all of the above and additionally resets iOS and the device firmware to their factory versions.

    In the device window, click Actions > Advanced > Erase All Content and Settings.

    1. In the device window, click Actions > Restore.
    2. Click Restore.

For more information about the erase and restore actions, see Erase a device in Apple Configurator and Back up and restore iPhone and iPad devices in Apple Configurator.

Restore the device in recovery mode

Warning

Restore is a destructive device action. It deletes all content, resets all settings, ends supervision, and resets iOS and the device firmware to their factory versions.

Requirements

You need one of the following:

  • A Mac with macOS 10.15 (Catalina) or later and the latest updates installed.
  • A Mac with macOS 10.14 (Mojave) or earlier and the latest version of iTunes installed.
  • A Windows computer with the latest version of iTunes installed.

To put a device for which you can’t turn off Managed Lost Mode into recovery mode and restore it, do as follows:

  1. On the Mac or Windows computer, open Finder (macOS 10.15 or later) or iTunes (macOS 10.14 or earlier or Windows).
  2. Connect the device with your Mac or Windows computer using a USB cable.

  3. Depending on your device, perform the following steps to enter recovery mode.

    1. Press and quickly release the volume up button.
    2. Press and quickly release the volume down button.
    3. Press and hold the side button until the recovery mode screen appears.
    • Press and hold the Home button and top button until the recovery mode screen appears.
    1. Press and quickly release the volume button closest to the top button.
    2. Press and quickly release the other volume button.
    3. Press and hold the top button until the recovery mode screen appears.

  4. Restore the device in Finder or iTunes.

    1. In the left sidebar of Finder, click the device name.
    2. Click General.
    3. Click Restore iPhone.
    4. Follow the instructions in Finder and on the device.
    1. In the upper left of iTunes, click the device icon.
    2. Click Summary.
    3. Click Restore.
    4. Follow the instructions in iTunes and on the device.