Streamline iOS/tvOS Device Reassignment with Return to Service
What is Return to Service?
The Return to Service command streamlines the deprovisioning, reallocation, and management of Apple devices. This feature, available in iOS, iPadOS, and tvOS device management, resets a device to a known good state by erasing all user data and settings. It ensures that the device is secure, free of personal information, and ready for a new user or function without requiring manual IT intervention. This is particularly advantageous in environments where devices are frequently reassigned.
The feature simplifies reenrollment by resetting the device and automatically configuring settings such as the default language. The Wi-Fi profile is used to re-enroll the device into the MDM server after data is wiped. Following this, the device undergoes a comprehensive reset, bypasses all setup assistant screens, and is re-enrolled into MDM. It is then reassigned with the necessary profiles, user details, and associated group information, making it ready for the new user by presenting the Homescreen.
Where will this feature be useful?
- Device Re-deployment: Prepares devices for new users by erasing previous user data and settings, ensuring privacy and a fresh start.
- Repairs: When a device is facing an issue and requires a reset to fix it, the Return to Service command can be used to reset and automatically enroll the device back to MDM.
How to use this feature in ME MDM?
Prerequisites:
- iOS/iPadOS devices must run version 17 or above, and tvOS devices must run version 18 or above.
- Activation locks, if configured for the devices must be disabled before initiating the Return to Service command. Refer here for details - Remove activation lock
- Apple ID will not be restored after Return to Service, and non-VPP apps will require an Apple ID sign-in once the device is returned.
Steps to Deprovision Devices
- Navigate to Enrollment -> Devices in the product console.
- Select the devices you want to deprovision.
- From the Action column, select Deprovision (Wipe).
- Select Yes for the Return to Service option, and choose the necessary WiFi profile. This WiFi profile will be used by the devices to re-enroll in MDM after being wiped of previous data. A new wifi profile can be created, or an existing profile with the desired wifi settings can be used. If a profile is configured with multiple wifi networks, the device will start re-enrolling in the MDM server when it connects to any one of the specified wifi networks.
- Specify the reason for deprovisioning the devices and click Deprovision (Wipe) Now!
To keep track of which devices are wiped and are being returned to service, click on Filter -> Status -> Re-enrolling.
You have successfully deprovisioned the devices, and they will be ready for redeployment on startup. The following details will be reassigned to the wiped device upon startup:
- Groups
- User
- Lost Mode
- Location History
- Documents
- Profiles
- Apps
- Blacklist Profiles
- OS Update Profiles
- Data Usage Profiles
- Compliance Profiles
- App Update Policies
Troubleshooting
Here are a few scenarios where your devices might encounter issues during return to service, along with their resolutions:
- Incorrect WiFi profile or Device out-of-range: User intervention needed: Manually connect to WiFi or use Ethernet to proceed. If the WiFi profile is correct but the device was initially out of range: Once the device is in range, the user only needs to select the provided WiFi SSID. No credentials will be required.
- Return to Service initiated, but device is out of contact: The device will execute the wipe once it reconnects.
- Bulk deprovision completed, but some devices were not compatible or action failed: Check the audit logs for reasons why certain devices failed.
FAQ
How long does the Return to Service process take?
Your device will be ready for use approximately 15-20 minutes after the reset.
What happens if the device is interrupted while being wiped, such as if the device is turned off?
The Return to Service process will resume automatically as soon as the device is turned back on.
How can I identify if the Return to Service process was successful?
Once the reset process has started, your device will be marked with the "Re-enrolling" status. When the device is ready for use, the status will change back to "Enrolled." Additionally, the audit log viewer can help identify any devices where the Return to Service has failed and provide details on the reason for the failure.
What happens if I have enabled enrollment restriction settings?
The device will be re-enrolled even if self-enrollment platform restriction is enabled or if the device's OS version does not meet the criteria specified in the enrollment restriction.