[Resolved] AAPP-5931: Device Wipe fails in environments with Advanced Remote Management enabled and the new hardware compatibility patch applied

Identifier

AAPP-5931

Version Identified

Workspace ONE UEM 9.1.5, 9.2.3, 9.3, 9.4, 9.5, 9.6, and 9.7 environments with the new hardware compatibility patch

Symptoms

Device Wipe fails to execute on iOS devices in environments that have Advanced Remote Management enabled for any platform.
Note: Environments that do not have Advanced Remote Management will not be affected by this issue.

Workaround

As a workaround, device wipe commands can be sent using the custom command functionality. To wipe a device using the custom command functionality: Navigate to Devices > List View, select the devices or devices that will need to be wiped, and click More > Custom Command.

Paste the below XML in the input and click Send to execute the command:

<dict>
    <key>RequestType</key>
    <string>EraseDevice</string>
</dict>

Fix Version

The new hardware compatibility patch will be updated to include a fix for this issue and be released to resources portal for On-Premises customers. On-Premises customers should subscribe to the linked article to receive updates as new patches become available. SaaS environments will be patched by our operations team.

Our testing indicates that this issue has been resolved with the release of Workspace ONE UEM 1810

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