Return to Service simplifies and accelerates the process of resetting and re-enrolling devices by making it fully automated. With Return to Service, admins can choose Addigy MDM and Wi-fi profiles to use for the device to erase and re-enroll with a simple click of a button and with no manual intervention from the Addigy Admin.
Prerequisites:
- iOS or iPadOS Devices 17+, including Shared iPad.
- tvOS 18+
Steps:
Return to Service can be enabled when sending an erase device command to a device from the GoLive Page Using the Device Commands dropdown.
- Click on the Device Commands dropdown below the device image.
- Check the Box for Return to Service and configure the wireless and MDM profiles if desired.
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Wi-Fi Profile: Ensures a Wi-Fi connection is established after erasure. This is required for devices without Ethernet access.
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MDM Profile: Specifies the MDM profile to be installed after erasure. This is mandatory for the following devices:
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Unsupervised devices.
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Supervised devices that were not enrolled using Automated Device Enrollment (ADE).
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Any device that was enrolled through an Addigy Automated Device Enrollment policy with authentication enabled and/or Custom Branding and Content Window configured.
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The device uses the provided information to erase all data and automatically proceed to the Home Screen, ready for use. During this process, previously selected language and region settings are preserved.
Behavior after the Erase Command Executed
Manually enrolled devices
Unsupervised devices will automatically re-enroll using the MDM profile of the chosen policy. Once the enrollment process is completed, the devices will update their location (Policy ID) if the policy they were located in is different than the one selected in Return to Service.
Device enrolled through Automated Device Enrollment
- If no MDM profile is chosen in the Return to Service dropdown, devices will re-enroll through their Automated Device Enrollment settings.
- If an MDM profile is selected and sent with Return to Service to the device, the device will enroll into the selected location policy regardless of their Automated Device Enrollment Settings.
Notes and Considerations
Potential Errors When Using Return to Service on ADE Devices
Managed devices will automatically re-enroll via Automated Device Enrollment (ADE) if no policy is selected when using Return to Service. However, an error will occur if authentication settings, such as Passcode or Single Sign-On (SSO), are configured in the ADE settings and/or Custom Branding and Content Window are configured.
The error may vary depending on when authentication settings were added to the ADE profile:
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Authentication Settings Configured Before Enrollment
Note: to negate this requirement, re-enroll the device through Automated Device Enrollment without any authentication and/or Custom Branding enabled. Once the device is re-enrolled, Return to Service can be used without an MDM profile specified.
If the device was enrolled via Automated Device Enrollment while authentication settings and/or Custom Branding and Content Window were present, the Erase command will fail immediately. These devices require the MDM profile to be specified for the command to execute.
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Authentication and/or Custom Branding Settings Configured After Enrollment
If authentication settings were added to the ADE profile after the device was enrolled, the Erase command will succeed. However, the device will encounter an error during the re-enrollment process. -
Devices with Activation Lock Enabled
Devices with Activation Lock enabled will erase. However, Return to Service will fail until the code is entered.