Frequently asked questions
Short answers to the questions people ask most.
Devices
How often do devices check in?
Every few minutes when they are on and connected. Changes you make normally reach a device within five minutes. If you want an immediate refresh, select Sync now.
Can I manage a device that is switched off?
No. Anything you send waits in the queue and runs the next time the device comes online. Commands eventually expire if the device never returns.
What happens if someone factory resets their device?
It leaves your fleet and stops reporting. You have to enrol it again. If your administrator has set up automatic re-enrolment, some devices rejoin on their own after a reset.
Which devices are supported?
Android phones and tablets, and Windows laptops and desktops.
Privacy
Can you see people's personal messages, photos, or browsing?
No. The console shows device health and inventory information — model, operating system, battery, storage, app names, and reported location. It does not show the contents of messages, photos, files, or web pages.
Can you see location on a personal device?
Only if the policy for that device asks for location and location services are on. For BYOD devices, most organisations choose not to collect location at all. Whatever you choose, tell people plainly.
Will a wipe delete someone's personal photos?
A full Wipe deletes everything, personal content included. A Selective wipe removes only work apps and work data. Use selective wipe on any device the person owns.
Access
I cannot see a button other people can see.
Your role decides what you can do. Auditors are read-only and helpdesk users cannot change configuration. See Team and access.
Do I have to use multi-factor authentication?
You should, and your organisation may require it. It is the single most effective thing you can do to protect a console that can wipe devices.
I lost my authenticator phone.
An admin resets MFA on your account. See I cannot sign in.
Everyday problems
A command has been stuck at "Queued" for hours.
The device has not checked in. See Device is not checking in.
An app has not installed on a device.
Check the device has checked in recently, that it is in the group the app is assigned to, then select Sync now. Large apps need Wi-Fi and battery.
A device shows amber, not red or green.
That is a grace period: a rule is not met but the device still has time to fix it. It usually clears itself once the person sets a screen lock or finishes an update.
How do I get a report for an inspection?
Filter the Devices list to what you need, then export it as a spreadsheet or PDF. Pair it with the audit log for the same period.
