When you need to erase a supervised iPhone or iPad — whether to resolve an issue or replace a device — preserving user data requires careful consideration. Restoring from a backup during Setup Assistant can cause problems with supervision and MDM communication in Addigy if not done correctly. This article covers what you need to know about backups and supervision, and introduces an iCloud-based alternative that avoids these risks entirely.
Backups and Supervision: What You Need to Know
Restoring from a backup restores the device to the state it was in when that backup was created — including its MDM enrollment state. This means the backup's origin and supervision status at the time it was created directly determines whether the device will communicate with Addigy after restoration.
The three scenarios below cover the most common situations:
Scenario 1: Restoring a Backup Made When the Device Was Not Supervised/Not Enrolled (Not Recommended)
If a backup was created before the device was enrolled and supervised in Addigy, restoring to that backup will revert the device to its pre-enrollment state. The MDM profiles present (or absent) at the time of the backup will be restored, and the device will lose communication with Addigy.
Scenario 2: Restoring a Backup from One Supervised Device to a Different Supervised Device (Not Recommended)
Restoring a backup from one device onto a different device is not recommended. Addigy uses device-specific hardware information for registration and MDM communication. If this information does not match what Addigy has on record, it can cause enrollment and MDM communication issues on the restored device.
Scenario 3: Restoring a Backup Made on the Same Device While Supervised (Supported)
If the backup was created on the same device while it was already enrolled and supervised in Addigy, restoring from that backup is supported and will work correctly. This is the recommended approach if you need to leverage a traditional backup.
iCloud Sync: The Recommended Alternative
iCloud Sync is an Apple-native feature that continuously syncs user data to iCloud rather than taking a point-in-time snapshot like a traditional backup. Because the data is tied to the user's Apple ID rather than the device, it can be accessed on any device after signing in — with no risk of breaking MDM enrollment or supervision.
iCloud Sync can store a wide range of user data, including:
- Photos
- iCloud Drive (files)
- iCloud Mail
- Passwords and Keychain
- Notes
- Messages
- Calendar and Contacts
- Phone call history and voicemails
- Safari
- Third-party apps (where supported)
- And more
Given how dynamic and user-friendly iCloud Sync is — and how much it covers — we recommend using it over traditional backups whenever possible.
Note: If a user is not currently syncing to iCloud because they are not signed into an Apple ID, and the original device is still accessible, have them sign in and enable iCloud Sync before erasing the device. This is especially useful when a traditional backup is not a viable option due to supervision constraints.