Passcode Removal Fails on Android Versions 9 and 10

Satish Shetty Updated by Satish Shetty


Some users may experience difficulties with the "Remove Passcode" command on devices running Android versions 9 and 10.


The "Remove Passcode" command, when issued from the Codeproof Cyber Device Manager, is designed to clear the existing device passcode. However, it has been noted to fail on devices running Android 9 and Android 10, resulting in an error message "Can't remove passcode" displayed in the command center. In the activity log, the error is listed as "passcode reset failed using token API".

Important Note:

This functionality is operational on devices with Android version 11 and above.


Command Center:
Codeproof MDM Passcode Removal Command

MDM log:

Codeproof MDM Log

Steps to Reproduce:

  1. Open Codeproof Cyber Device Manager Cloud Console.
  2. Issue the "Remove Passcode" command to an Android device running on version 9 or 10.
  3. Observe the error in the command center.
  4. Check the activity log for the "passcode reset failed using token API" error.


For devices running Android version 11 and above, follow these steps to remove a passcode:

  1. Navigate to the Codeproof Cyber Device Manager dashboard.
  2. Select the device from the device list.
  3. Go to the “Commands” section.
  4. Click on the “Remove Passcode” button.
  5. Confirm the action, and the passcode will be removed from the device remotely.

For devices on Android 9 and 10:

Currently, there is no direct solution for these versions due to their security constraints. Manual passcode removal may be necessary until our development team releases an update to address this issue.


  • Use the "Remove Passcode" command only on devices with Android version 11 or newer.
  • For devices on Android 9 and 10, guide the end-user through manual passcode removal methods until a software update is available.

For additional support or to report other issues, please contact our technical support team.

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