Factory reset a Mueller phone

Owned by Andrew Clark
Last updated: Mar 06, 2023 by Adam Nowak
2 min read

Instructions for factory resetting a Mueller provided Android device



Make sure you sync your Phoenix app before following these steps, otherwise you will lose any un-sycned data

Instructions for iPhone

  1. Go into Settings>General

  2. At the bottom tap on “Transfer or Reset iPhone”

  3. On the next screen tap “Erase All Contents and Settings”

  4. You may be prompted to enter your Apple ID.

Instructions for Android

  1. Factory reset the device:

    1. ~First it should be noted that step one requires at least 10% battery power, even when on a charger~

    2. Open the settings app

    3. Select "General Management"

    4. Select "Reset"

    5. Select "Factory data reset"

    6. Hit "Reset"

    7. Input the phone's password

    8. Hit "Delete All"

  2. The reset process takes a few minutes. After the phone finishes resetting:

    1. Hit "Start"

    2. Agree to the "Terms And Conditions" and "Privacy Policy". The other two options should remain unchecked.

    3. The phone may take a few minutes to activate.

    4. Use mobile data instead of WiFi to verify that the phone still works properly.

    5. The phone might try to re-enroll in Knox. If it fails, hit "Retry". If this doesn't fail, skip this step.

    6. Hit "Accept"

    7. MDM might take a few minutes to enroll the phone and download apps.

  3. Once the enrollment is completed we need to set a new password for the phone:

    1. Go to the Settings app

    2. Choose "Lock Screen"

    3. Choose "Screen lock type"

    4. Choose "Password"

    5. Skip the photo prompt if it comes up

    6. Set the password to 123a (make sure that the "a" is lowercase)

    7. Retype the password to confirm

    8. Hit "Done" at the bottom of the screen"

  4. If MDM isn't working properly (infinite loading, no Phoenix downloaded, etc.):

    1. Update the phone until it is completely up to date. This can be done by going to the settings app > System Updates > Check for updates

    2. Give the phone 30-60mins to finish enrolling. Sometimes the policies don’t immediately apply even though MDM is installed and everything seems to be working.

  5. If MDM is working but apps cannot be installed (app store comes up but says administrator has not given permission or something along those lines):

    1. Open the MDM app > Hit the three lines menu in the top left > Hit “Update configuration” > Exit the menu and check back now and then to see if the text is no longer greyed out.
      Try again to download apps. If unsuccessful still go to step b)

    2. Give the phone 30-60 minutes to completely apply the phone policies

If you are still having an issue after fully updating the phone, please put in a tech support ticket at http://helpdesk.muellerreports.com



Note: These instructions might differ slightly for the A20 models