Removing Freeze requests

The Remove Freeze feature is not supported on devices with an open theft report.

To submit a Remove Freeze request for one or more devices:

1. Log in to the Absolute console as a user with Perform permissions for Remove Freeze.
2. On the navigation bar, click to open the Assets area.

NOTE  You can also submit Remove Freeze requests from any device report.

3. On the All Devices page, use the report's Search field or filters to find the devices that you want to remove a Freeze request from. For example, you can use filters to refine the device list so it shows only those devices where the Device Freeze status is Freeze requested or Frozen.
4. Do one of the following:
   • To submit a request for a single device, on the device's Device Details page, click > Remove Freeze.
   • To submit a request for multiple devices:

     1. In the results grid, select the check box next to each device. To select all devices, select the Select All check box in the result grid's header. You can select up to 9,999 devices. To remove all selections, clear the Select All check box or click Clear all.

     2. Depending on the page you're on click either or Device Actions, and then click Remove Freeze.

5. If any device does not meet this feature's prerequisites, the eligibility dialog opens and each device shows as ineligible in the Eligibility column.

In addition to eligibility, this dialog shows the current status of each device's Freeze requests. If more than one status shows for a device, the device has multiple Freeze requests outstanding. For example, a device may show both Frozen and Freeze Condition Set statuses, indicating that the device is currently frozen but it also has an outstanding Conditional Freeze request. In the current request, you can unfreeze the device, remove the Conditional Freeze request, or do both.

Do one of the following:

• If one or more devices are eligible and you want to remove a Freeze request from those devices, click Proceed with Eligible Devices.
• If no devices are eligible, click Close.

Alternatively, you can upload a file of device identifiers and submit a request.

6. On the Remove Freeze dialog, select one or more of the following actions that you want to perform:

   Option	Details
   Unfreeze frozen devices (default)	Select this option if you want to do the following: Remove newly submitted On-demand Freeze requests (status is Freeze Requested) from all selected devices Unfreeze all selected devices with a status of Frozen, Frozen on Schedule, or Frozen by Condition - Offline. NOTE  For devices with a status of Frozen by Condition - Offline, the timer on the Conditional Freeze request is reset to zero (0) when the device is unfrozen.
   Remove Freeze requests scheduled for a future date	Select this option if you want to do the following: Remove Scheduled Freeze requests from all selected devices with a status of Freeze Requested or Freeze Scheduled. Unfreeze all selected devices with a status of Frozen on Schedule.
   Remove outstanding Conditional - Offline freeze requests NOTE  Conditional - Offline Freeze requests have been deprecated.	Select this option if you want to do the following: Remove Conditional - Offline freeze requests from all selected devices with a status of Freeze Requested or Freeze Condition - Offline Set. Unfreeze all selected devices with a status of Frozen by Condition - Offline and remove the Conditional - Offline freeze request from each device.

If you want to remove all outstanding Freeze requests from all selected devices, select all three check boxes. Any options that don't apply are ignored.

7. Click Remove Freeze.
8. Click Close.

The Remove Freeze request is processed on each device's next successful agent connection. For Windows and Mac devices, a connection typically occurs within the next 15 minutes; for Android and Chromebook devices, connections following a security action request are almost immediate. After the process is complete, the status of the request is updated to Freeze Removed and the device's Device Freeze Status on the Device Details page is updated.

You can also track the status of your request on the History > Events page.

NOTE  When an Android device with no screen lock protection (PIN or password) is frozen, its lock screen PIN is automatically set to 1234. When you unfreeze the device, one of two scenarios applies, depending on the type of Android device:
- If the device supports Persistence Technology, and is running Android 7 or higher, the user receives a notification that they need to enter 1234 to unlock the device. The user can then go to Settings to remove or reset the PIN.
- For all other devices, the PIN is cleared when the device is unfrozen.

If your user role is assigned Perform permissions for Remove Freeze, you can use the Absolute Control® mobile app to unfreeze a device directly from your mobile device. With just a few taps, you can search for a device, review the device's key device details, and then submit a Remove Freeze request. You can also use the app to submit on-demand Freeze requests.

You can also track the status of your request on the History > Events page.

NOTE   In the current release, you can use the app to submit a Remove Freeze request for a single device. To submit a request for multiple devices, use the Absolute console.

The app is supported on Apple and Android mobile devices running one of the following OS versions:

• iOS 11 and higher
• Android 8 and higher

To download the app, visit the Apple App Store or the Google Play Store from your mobile device.