# How to recover a device which has lost connection to the MDM server?

Last updated: July 24, 2026

Devices can lose connection to the MDM server due to Wi-Fi or proxy restrictions, lost mode, or Kiosk mode, making them effectively unmanaged. For iOS, use Apple Configurator on a trusted Mac to push a corrected Wi-Fi profile, or remove the MDM profile and re-enroll; devices with connection restrictions must be reset via Recovery Mode. For Android, revoke Device Administrator on-device using the admin password, then re-enroll once connectivity is fixed.

## Description

Managed iOS devices might lose connection with the MDM server due to various reasons like:

- Restriction on Wi-Fi SSID that prevents the devices from connecting to Wi-Fi networks that are not distributed by MDM
- Global HTTP proxy restriction that routes the internet traffic on the devices through a single proxy
- A device in Lost Mode loses connection to the internet
- A device locked into Kiosk mode loses internet connection. Follow the steps given [here](https://www.manageengine.com/mobile-device-management/how-to/mdm-recover-device-from-kiosk-mode.html) to remove the device from Kiosk mode.

When the device loses connection with the MDM server, no action performed on the server will reach the device, which essentially makes the device unmanaged. Follow the steps given below to recover such unmanaged devices manually.

## Steps

**iOS Devices**

To recover these devices, use Apple Configurator on the Mac machine that is already trusted by the mobile device.

1. Install **Apple Configurator** on a Mac machine.
2. Connect iOS devices to the Mac machine using a USB cable.
3. Open Apple Configurator on the machine.

The first step is to try to restore connection with the MDM server by pushing a Wi-Fi profile to the device using Apple Configurator:

1. Click **File** and select **New Profile**.
2. Enter the Wi-Fi details to which the device should connect.
3. **Save** and **Add** the profile to the blueprint.
4. **Apply** the blueprint to the device.

If the device is still unable to connect to the MDM server, manually remove the device from management and re-enroll the device:

1. The connected device will be listed. Control-click the device name, click **Remove**, and select **Profiles**.
2. Select the **MDM profile** and delete it.

Once the profile is removed, the device will be unmanaged and can be re-enrolled for management.

If profiles applied on the device restrict it from connecting to other devices, the device must be reset by putting it in [Recovery Mode](https://support.apple.com/en-us/HT201263).

**Android Devices**

To recover the device, **Device Administrator** must be revoked from the device:

1. Open the ManageEngine MDM Self Service app, previously called the ManageEngine MDM app, on the device.
2. Tap 4 times on the top pane where the app name is displayed.
3. Enter the Revoke Administrator password available on the server.
4. This revokes Device Administrator from the device.

The device can be re-enrolled once the server connectivity issues have been fixed.

## Frequently asked questions

### Why would a managed iOS device suddenly lose connection to the MDM server?

This can happen due to a Wi-Fi SSID restriction that blocks the device from connecting to networks not distributed by MDM, a Global HTTP Proxy restriction that routes traffic through a single proxy, the device being in Lost Mode, or the device being locked in Kiosk mode.

### How do I reconnect an iOS device that has lost contact with the MDM server?

Connect the device to the Mac machine it already trusts using Apple Configurator and first try pushing a corrected Wi-Fi profile to restore connectivity. If that does not work, remove the MDM profile via Apple Configurator to unmanage the device, then re-enroll it.

### How do I recover an Android device that has stopped responding to the server?

Open the Self Service app, previously the ME MDM app, on the device, tap 4 times on the top pane where the app name is displayed, and enter the Revoke Administrator password available on the server. This revokes Device Administrator so the device can be re-enrolled once connectivity is fixed.

### What if the device has a profile that restricts it from connecting to other machines?

In that case, the Apple Configurator method cannot be used, and the device must be reset by putting it into Recovery Mode.