Ipad - Client forgot to log out of itunes

Lament

Lament

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Okay so we have this problem, i work for a big firm where all our employees has Ipads, when a client resigns they bring us the ipad, we log out of itunes, disable "find my ipad" and then erase it. Later on gets redistributed to another client.
Now somehow one of the clients did not log out of iTunes and the "find my ipad" was not disabled before erasing it, now its stuck on the Activation screen (part of the OOBE) and we cannot do anything, we cannot locate the guy to get his password, if he used his AD credentials we could just create a mailbox again and use the "forgot password" option, but this guy used his Gmail email.
Are we farked?
 
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Lament said:
Okay so we have this problem, i work for a big firm where all our employees has Ipads, when a client resigns they bring us the ipad, we log out of itunes, and then erase it and later on gets redistributed to another client.
Now somehow one of the clients did not log out of itunes, now we cannot do anything and we cannot locate the guy to get his password, if he used his AD credentials we could just create a mailbox again and use the "forgot password" option, but this guy used his Gmail email.
Are we farked?
Click to expand...

Can you get into the ipad at all? Send him and his friends an email through his own gmail :)
 
Buy some Justin Bieber albums on his iTunes and he will come running to fix the problem.
 
What? Plug the iPad into the PC, and restore it via iTunes.

I have never heard of anyone struggling to restore a device without the Apple ID?
 
Darko said:
What? Plug the iPad into the PC, and restore it via iTunes.

I have never heard of anyone struggling to restore a device without the Apple ID?
Click to expand...

Apple has new security in iOS7 upwards which requires your iTunes password to restore the iPad (and to turn off "Find my iPhone") so if they are running the latest iOS, then you need the password. I'd do what AstroTurf recommended if you still have access to his GMail.

Actually, if you still have access to his GMail on the iPad, then you will be able to do the forgot password as you will receive the email on the iPad but the only trouble you will have with that route is the security questions he would have answered when registering his iTunes account.
 
Gulio said:
Which firm gives iPads to their employees?:eek:
Click to expand...

google "ipad policy for employees" :D


http://www.businessinsider.com/should-you-buy-ipads-for-your-employees-4-things-to-consider-2012-2
Back in October, Apple CEO Tim Cook reported that 92 percent of Fortune 500 companies were either testing or deploying iPads, indicating that forward-thinking organizations understand the game-changing potential of these devices.

Read more: http://www.businessinsider.com/shou...ees-4-things-to-consider-2012-2#ixzz32GcYr2UZ
Click to expand...
 
Lament said:
Okay so we have this problem, i work for a big firm where all our employees has Ipads, when a client resigns they bring us the ipad, we log out of itunes, and then erase it and later on gets redistributed to another client.
Now somehow one of the clients did not log out of itunes, now we cannot do anything and we cannot locate the guy to get his password, if he used his AD credentials we could just create a mailbox again and use the "forgot password" option, but this guy used his Gmail email.
Are we farked?
Click to expand...

Don't you use something like Apple Configurator ?

Devices should be configured with Mobile Device Management enabled and registered on your network. This allows your sysads to remotely lock and wipe them. It should be mandatory from a data security perspective.

EDIT: look here : http://help.apple.com/configurator/mac

http://www.enterpriseios.com/mdm/Apple_Profile_Manager
 
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If the company is large enough to be dishing out iPad then there should be some form of MDM in place.

Obviously that's not the case so hopefully you have learnt from this and will implement some form of MDM so this doesn't happen again.

As was mentioned Apple Configurator is the simplest and cheapest (free) way to go about this so that the "ownership" is that of the company and not the individual user.

You can even check devices in and out with it and thereby swop users as required.
 
SauRoNZA said:
If the company is large enough to be dishing out iPad then there should be some form of MDM in place.

Obviously that's not the case so hopefully you have learnt from this and will implement some form of MDM so this doesn't happen again.

As was mentioned Apple Configurator is the simplest and cheapest (free) way to go about this so that the "ownership" is that of the company and not the individual user.

You can even check devices in and out with it and thereby swop users as required.
Click to expand...

We do use MDM, we use MobileIron, i can trace, lock and wipe the ipad, the ipad was wiped actually, now when we try and do the "oobe" setup, it requires the previous itunes password.
And no, we don't have the previous persons gmail account, its literally displays like "J****@gmail.com", otherwise i could just send the guy an email requesting him to call us back.
 
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So if this ever happens to anyone, there is no way if bypassing the "activation screen", its IMPOSSIBLE.
The only way of unlocking it is
A)Somehow get hold of the previous owner/user and ask them to log into Icloud and release the Device
B)Contact Apple Support, fill out a form and send them a Invoice proving the device belongs to you, then they can unlock it.
 
Lament said:
We do use MDM, we use MobileIron, i can trace, lock and wipe the ipad, the ipad was wiped actually, now when we try and do the "oobe" setup, it requires the previous itunes password.
And no, we don't have the previous persons gmail account, its literally displays like "J****@gmail.com", otherwise i could just send the guy an email requesting him to call us back.
Click to expand...

Think about replacing MobileIron. The whole point of MDM is that the company controls the device, not the user.
 
Lament said:
We do use MDM, we use MobileIron, i can trace, lock and wipe the ipad, the ipad was wiped actually, now when we try and do the "oobe" setup, it requires the previous itunes password.
And no, we don't have the previous persons gmail account, its literally displays like "J****@gmail.com", otherwise i could just send the guy an email requesting him to call us back.
Click to expand...

Wow that's crazy.

Haven't used that myself so unfortunately can't comment.
 
zippy said:
Think about replacing MobileIron. The whole point of MDM is that the company controls the device, not the user.
Click to expand...
The problem is not with MobileIron, the problem is the device was wiped, as soon as the device is wiped the MDM program on the device is also wiped, if the user did not turn of "Find my iphone" with his ITunes account, I doubt there is any program that can unlock it after it has been wiped/erased, its a IOS7 feature.
Regarding MobileIron, its a fantastic program.
http://www.mobileiron.com/en/solutions
 
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Lament said:
The problem is not with MobileIron, the problem is the device was wiped, as soon as the device is wiped the MDM program on the device is also wiped, if the user did not turn of "Find my iphone" with his ITunes account, I doubt there is any program that can unlock it after it has been wiped/erased, its a IOS7 feature.
Regarding MobileIron, its a fantastic program.
http://www.mobileiron.com/en/solutions
Click to expand...

Perhaps the settings(I have no idea how MobileIron works) are too generous and should not allow users to "wipe" their devices. I realise this doesn't help now in this case, but it does seem your company should relook at its data security policies. It seems that he deliberately tried to "unlock" the device which isn't his in the first place. There are probably other reasons why this user has done this. The obvious motive is he wanted to remove his personal info, which, if the company allowed him to load personal stuff, then this is legit.

It does seem that something has gone wrong or some other more sinister action took place, because if you wipe an iOS device properly then it becomes available as a clean device to anyone. The block in iOS 7 is to prevent someone from stealing your device and wiping it so that they can use it.

Might be just semantics, but it appears that the device hasn't actually been wiped, rather its been hijacked and the true owner(your co) locked out...
 
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