Return to Service for iOS and iPadOS

Return to Service is a wipe action for devices operating on iOS or iPadOS (for example, Shared iPads) that remotely erases the device's settings and data, then automatically re-enrolls the device with the previously selected language, region, and, most importantly, Wi-Fi configuration profile.

Before you begin: This feature requires iOS or iPadOS 17 or later. Activation Lock must also be disabled on the device.

Using the Return to Service feature in GoTo Resolve MDM during device wiping means that most user selections don't have to be performed when the device is re-enrolled. As a result, Return to Service reduces effort, cost, and time spent on re-enrolling devices.

Important: If the device is enrolled through Apple Business Manager or Apple School Manager, it should not be released from the account. For Return to Service to handle erasing and re-enrolling the device with minimal user intervention, it is recommended to use Apple's Automated Device Enrollment (ADE) program to enroll devices into GoTo Resolve MDM. For more information, see What is Automated Device Enrollment (ADE)?.

For the Return to Service feature to work best, it is recommended to assign a previously created Wi-Fi configuration profile to devices enrolled through ADE. In this case, ensure that the device has access to the Wi-Fi network for which the Wi-Fi configuration profile was created. If a Wi-Fi profile is not assigned to the device during Return to Service, manual input is required for choosing a Wi-Fi network on the setup screen, which means that re-enrollment is no longer automatic.

Open the device page of the device for which you want to enable Return to Service through Management > Devices.
Select Security and then Wipe device.
Tick the checkbox for Return to Service in the confirmation dialog.
In the Wi-Fi configuration profile drop-down menu, you can choose the Wi-Fi configuration profile that the device should use during the automatic re-enrollment.
Note: You can only choose a Wi-Fi configuration profile if you have previously created one. The default option is None, which means that no Wi-Fi configuration profile will be deployed to the device during re-enrollment. In this case, re-enrollment can only proceed if one of the following criteria is fulfilled:
- The device has other options to connect to the internet.
- The device user joins a Wi-Fi network manually.
Select Wipe.

Results: The device is wiped, and re-enrollment starts automatically. The device uses the previously selected language and region settings, and if a Wi-Fi configuration profile was selected during the Wipe action, it gets deployed. When the device switches to the Home screen, it is ready to be used again.

What to do next: You can follow up on the result of the Return to Service action by navigating to Management > Devices and checking the Enrollment section of the device's Main tab. The Type row shows the following values depending on how the device was originally enrolled to GoTo Resolve MDM:

If the wiped and re-enrolled device had an ADE profile assigned and was unsupervised before performing the Return to Service action: Device enrollment program
If the wiped and re-enrolled device did not have an ADE profile assigned before performing the Return to Service action: Return to Service

Article last updated: 27 September, 2024

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