Unable to unlock iPhone/iPad from Citrix Endpoint Management administration console after upgrading to iOS/iPadOS 13.1+.

Note: No error message is displayed when command fails. The device ignores the command.

• Before upgrading your iOS/iPadOS devices to 13.1+, upgrade to:
  • XenMobile Server 10.10 RP4 / 10.11 RP1  
  • Citrix Endpoint Management (Cloud) 19.9.1
• Upgrade one or two iOS devices to 13.1+ for testing.
• Enroll the iOS device and verify unlock is working from Citrix Endpoint Management administration console.

For iOS or iPadOS 13.1+ devices already enrolled (MDM-only, or MDM+MAM), follow these steps: 

• Back up the device
• Un-enroll the device following the steps below:

 

Unsupervised devices (MDM-only or MDM+MAM not including DEP/ASM/ABM) - Un-enroll using Secure Hub:

1. Launch Secure Hub 
2. From the app, go to the “Menu” option on the top left of the screen
3. Select “Preferences”
4. On the Preferences screen, select “Accounts”
5. On the Accounts screen, select “Delete account”
6. On the delete account Dialog, select “Yes, Delete”

Supervised device - un-enroll from device:

1. From the device go to: Settings-> General-> Erase All Content and Settings (Warning: the steps will wipe the device completely)

After un-enrolling the device, proceed to re-enroll:

• Using Secure hub for Unsupervised devices: https://docs.citrix.com/en-us/citrix-endpoint-management/device-management/apple/ios.html#enroll-ios-devices
• Using Bulk enrollment: https://docs.citrix.com/en-us/citrix-endpoint-management/device-management/apple/ios-bulk-enrollment.html
• Unlock command option should be available now 

Note: re-enrollment is not mandatory. If the device is not re-enrolled, it will lose the ability to be remotely un-locked (the unlock command sent from CEM will be ignored).   

Important
It is highly recommended to:

• Regularly backup your devices 
• Ensure iCloud backup is configured on iOS and iPadOS devices
• Install the XMS 10.11 RP1 or XMS 10.10 RP4 if you are planning to upgrade your devices to iOS/iPadOS 13.1+.

Problem Cause