Clear factory reset protection from a device

When factory reset protection is triggered on the device, enterprise activation on BlackBerry UEM will not work. You must first clear factory reset protection using the Android out-of-box experience.
  1. If you are using any form of automated activation system (such as zero-touch enrollment or Samsung Knox Mobile Enrollment), you must disable it so that the device can go through the out-of-box experience.
  2. When the device has connectivity, on the first Android account screen, the user is prompted to enter the Google account credentials that are associated with the device. If you have set up a specific Google account in the factory reset protection profile, the user must enter the email address and the password that is associated with the account.
  3. After the user enters the Google account email address and password, they will be asked if they want to add this user to the device. The user must select the option to use a new user for the device.
    • On non-Samsung devices that are not using zero-touch enrollment: Users can enter the enterprise Google account details to install the BlackBerry UEM Client and re-activate the device on UEM.
    • On Samsung devices that are not using zero-touch enrollment or Samsung Knox Mobile Enrollment: Complete the out-of-box experience, and use the device settings to reset the device. When the device restarts, it will be able to reactivate.
    • Devices using zero-touch enrollment or Samsung Knox Mobile Enrollment: If you are using any form of automated activation system (such as zero-touch enrollment or Samsung Knox Mobile Enrollment) you can re-enable it for the device, complete the out-of-box experience, and use the device settings to reset the device. The device should now restart and use the automated activation system you have configured.