Device is not checking in and we can't reset it

[lfriedo]

We have an iPad that was brand new at the beginning of March 2022.  It was setup and Jamf Pro was showing that everything looked good, however it hasn't checked in since that initial setup and we can't figure out how to get it to communicate with Jamf.  We want to do a reset on the device and start over, but one of the restrictions we placed on the device through the configuration profile that loaded when it was initially setup was to restrict the user from doing a reset themselves.  Since the device isn't communicating with Jamf we can't issue the wipe device command from there either.  Is there anything we can try to get the device to start communicating with Jamf again?  Or anything we can do to get the device reset?  This device is in our ABM account (if that will help).

[jbisgett]

Apple Configurator 2 can be used to restore the device, regardless of the restrictions on the iPad:

1. Install and open Apple Configurator 2 from the Mac App Store
2. Plug iPad into MacBook
3. If prompted, click Trust Computer on the iPad
   1. If this doesn't work, you will need to put the iPad in DFU mode
4. Right click the iPad in Apple Configurator and select Restore
5. Accept the prompts and Configurator will download the latest iPadOS version compatible with the device, then erase and restore it to factory defaults.
6. Enroll device back into Jamf

[mvu]

@jbisgett Was just going to say Apple Configurator. This is the way.

https://discussions.apple.com/thread/5346514