Clear Passcode

General Information

If a staff member, 1:1 student, or a standard iPad user forgets their passcode, the Network Manager can reset the passcode, allowing the user to create a new one.

Important Terms

  • Passcode – A password, usually four-digits, used to lock an iPads so that only users who know the passcode can gain access.

Search for iPad in Jamf

  1. From a web browser, navigate to https://polkfl.jamfcloud.com.
  2. Log in with your netadmin account’s credentials (usually netadmin-LocationNumber). Do not use the full email address. If you do not know your netadmin password, you will need to contact the PCPS Help Desk to get it reset.
  3. Click Devices.
  4. In the search field at the top, you can search by any of these criteria:
    1. Serial number
    2. SAP number (if provided)
    3. Username (if the iPad is assigned to a user)
  5. Make sure Mobile Devices is selected in the drop-down box.
  6. To the right, click Search.
  7. On the resulting search results, click on the blue name of the device.
  8.  

Send Passcode Command

  1. Click Management tab.
  2. Click Clear Passcode.
  3. Click OK.

The command will be sent to the device. You can monitor the progress by clicking the History tab and then either the Completed, Pending, or Failed tabs.

Troubleshooting

Clear Passcode Command Never Completes

This typically means one of two reasons:

  • The iPad is not connected to a Wi-Fi network, or
  • The iPad is connected to a Wi-Fi network, but there is an issue with the Relay Smart Agent app that is subsequently blocking network communication.

In either case, the only solution is to Restore the iPad in Configurator and have the 1:1 user re-enroll it.

  1. Connect the iPad to a Mac with Configurator.
  2. Select the iPad.
  3. Go to Actions > Restore.
  4. Click Restore.
  5. Give iPad back to user for them to complete the enrollment steps.