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Clear factory reset protection from a device

When factory reset protection is triggered on the device, enterprise activation on
BlackBerry UEM
will no longer 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. Once 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. Once the user has entered 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 'afw#blackberry' (for the Work space only (Android Enterprise) activation type only) or the enterprise
      Google
      account details to install the
      BlackBerry UEM Client
      , and re-activate the device against
      BlackBerry 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 re-activate with the enterprise.
    • 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.