1.4.5 Taking measures to deal with a situation in which a user forgets the passcode of the smart device

(1) General procedure for resetting the passcode of a smart device

If a user forgets the passcode of the smart device, you (administrator) reset the passcode, and then instruct the user to set a new passcode for the smart device.

To reset the passcode of a smart device:

1. Receive notification from a user that the user has forgotten the passcode of the smart device.

Receive notification from a user that the user has forgotten the passcode of the smart device. To identify the smart device, ask the user for the asset management number. In addition, ask for the contact information so that you can contact the user later.

2. Identify the smart device.

Based on the asset management number, identify the smart device by using the Hardware Asset view of the Assets module. Use the filtering function to facilitate this processing.

3. Check the asset information of the identified smart device.

Based on the user name and contact information registered in the asset information, confirm that the user who has forgotten the passcode is identical to the registered user of the smart device. Then, inform the user that the passcode of the smart device will be reset.

4. Reset the passcode of the identified smart device.

In the Device List view of the Inventory module, from Action, select Reset Smart Device Passcode to reset the passcode of the smart device.

Tip

You can reset the passcode of one smart device at a time. If you want to reset the passcodes of multiple smart devices, perform the reset procedure for each one of these devices.

The passcode of the smart device has been reset.

Inform the user that the passcode of the smart device has been reset, and then instruct the user to set a new passcode.

Related Topics:

• 6.30 Resetting a smart device passcode

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(2) General procedure for re-registering the initialized smart device

If a user repeatedly enters an incorrect passcode in the smart device, the smart device might be initialized according to the MDM system policy. In order for the user to be able to use the initialized smart device, you (administrator) need to re-register the smart device in the MDM product and JP1/IT Desktop Management 2.

To re-register the initialized smart device:

1. Receive notification from a user that the smart device has been initialized.

Receive notification from a user that the smart device has been initialized. To identify the smart device, ask the user for the asset management number. In addition, collect the initialized smart device from the user so that you can re-register the said smart device in the MDM system and install an agent program for the MDM product on the said smart device.

2. Identify the smart device.

Based on the asset management number, identify the smart device by using the Hardware Asset view of the Assets module. Use the filtering function to facilitate this processing.

3. If necessary, delete the initialized smart device information from the MDM system.

In the MDM Linkage Settings view of the Settings module, click Host name of MDM server of the MDM system that is linked with JP1/IT Desktop Management 2, and then log in to the MDM system. If the initialized smart device information still remains in the MDM system, delete that information.

4. Re-register the initialized smart device in the MDM system.

Re-register the initialized smart device in the MDM system. Install an agent program for the MDM product on the smart device, and then apply the MDM system policy to the smart device.

Tip

After you re-register the smart device in the MDM system, the MDM system collects the smart device information. At this time, the device information is updated.

5. Return the smart device to its user.

Return the re-registered smart device to its user.

The re-registration of the initialized smart device is complete.

Related Topics:

• (3) General procedure for collecting the smart devices that are no longer in use

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