Unfreezing devices or removing pending Freeze requests

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

Also note that you can't submit a Remove Freeze request on a device that is frozen by a Firmware Freeze. To unfreeze these devices, you need to enter the device's unfreeze code locally.

In general, you can't submit a device action on an unlicensed device, but if you need to remove a pending On-demand or Scheduled Freeze from an unlicensed device, you can submit a Remove Freeze request.

To submit a Remove Freeze request, your user role needs to be granted the Perform permission for Remove Freeze.

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

1. Log in to the Secure Endpoint Console as a user with the Perform permission for Remove Freeze.

2. Do one of the following:

   To submit a request for a single device

   1. Navigate to the device's Device Details page.
   2. Review the information in the status alert banners, if any exist, and the Device Freeze Status area to determine the status of the device's Freeze requests.

   3. Do one of the following:

      • To unfreeze the device if it's frozen, click Remove Freeze in the status alert banner, or click > Remove freeze.

        If the device is frozen by a Firmware Freeze, the Remove Freeze option is not available. To unfreeze it, you need to enter its unfreeze code directly on the device.

      • To remove an outstanding Scheduled Freeze request, click > Remove freeze.

        If Remove Freeze is not available on the Device Details page because the device is frozen by a Firmware Freeze, you can go to the Device Freeze Status report to remove a Scheduled Freeze request from the device.

      • To remove a newly submitted On-demand Freeze request, click Cancel in the status alert banner.

      The Remove Freeze dialog opens.

   4. At the top of the dialog, click Remove freeze - <date> and enter a request name that will help you identify and track this request in Action Requests.
   5. [Optional] To help identify this request in reports, click Add description (optional) and enter a description for the request.

   6. Select one or both of the following actions to perform on the device:

      Option	Details
      Unfreeze devices and cancel pending on-demand freeze requests (default)	Leave this option selected if either of the following scenarios apply: You want to unfreeze the device and the device's Device Freeze Status is set to Frozen or Frozen - Timer Expired If the device was frozen by an Offline Freeze rule, the Offline timer is reset to zero (0) when the device is unfrozen. You want to remove a newly submitted On-demand Freeze request and the device's Device Freeze Status is set to Pending
      Cancel pending and downloaded freeze requests scheduled for a future date	Select this option if you want to cancel a Scheduled Freeze request with a status of Pending or Ready.

      If you want to remove all outstanding Freeze requests from the device, select both options. Any option that doesn't apply is ignored.

   To submit a request for multiple devices

   1. Open the Device Freeze Status report by doing the following:

      1. On the navigation bar, click Reports.
      2. Click Security and click Device Freeze Status. All devices with an outstanding Freeze request are shown in the results grid.

      You can also submit Remove Freeze requests from Action Requests, any device report, and some pages in the Devices area.

   2. 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 Frozen or Frozen - Timer Expired.

   3. In the results grid, select each device you want to include in the request. To select all devices, select the Select All checkbox in the result grid header. To select consecutive devices, select the first device and then hold down the Shift key and select the last device. To remove all selections, click Clear all.

      Your Administrator may have enabled a setting that limits the total number of Remove Freeze actions that can be submitted per day for your account. Learn more
      

      If the setting is disabled, the limit per request is 350,000 devices.

   4. Click > Remove freeze to open the Remove Freeze dialog.
   5. At the top of the dialog, click Remove freeze - <date> and enter a request name that will help you identify and track this request in Action Requests.
   6. [Optional] Click Add description (optional) and enter a description for the request.

   7. Select one or both of the following actions to perform on the selected devices:

      Option	Details
      Unfreeze devices and cancel pending on-demand freeze requests (default)	Leave this option selected if you want to do the following: Unfreeze devices with a Device Freeze Status of Frozen or Frozen - Timer Expired If a device was frozen by an Offline Freeze rule, the Offline timer is reset to zero (0) when the device is unfrozen. Remove newly submitted On-demand Freeze requests with a Device Freeze Status of Pending Alternatively, you can go to Action Requests to cancel the request, assuming its action status is Pending.
      Cancel pending and downloaded freeze requests scheduled for a future date	Select this option if you want to cancel Scheduled Freeze requests that have not been completed yet. Scheduled Freeze requests with Device Freeze Status of Pending or Ready can be canceled.

      If you want to remove all outstanding Freeze requests from all selected devices, select both options. Any option that doesn't apply is ignored.

3. To send an email notification when the status of the Remove Freeze request changes, select the checkbox next to Send status updates and do the following:

   1. Under Events, click the field and select the status change events that you want to trigger an email notification. You can select multiple events. The following events are available:

      On request	On device
      Request is created Request is complete	Device freeze is removed Remove freeze is failed

      Before selecting events, note the following:

      • Selecting either of the On request events will trigger one email for the request.
      • Selecting any of the On device events will trigger an email for each device in the request.
      • Selecting the Remove freeze is failed event will trigger an email when a device is ineligible to be unfrozen, or when the Remove Freeze request fails to be processed on the device.

      To remove an event, click its icon. To remove all selected events, click in the field under Events and click Clear.

   2. Under Send email, click the field and begin entering each email address and then select it from the list. To remove an address, click its icon.
   3. You can create up to 5 email notification rules, each containing one or more events and a unique collection of email recipients. This feature is helpful if you want a particular event to trigger an email notification to some individuals, but not to others. To do so, click Add and repeat the previous two steps, up to 4 times. To remove an added section, click .

4. Click Remove from x devices.

   • If the Daily action threshold reached dialog shows, the number of devices included in the request exceeds the daily threshold configured and enabled for this action. Learn more

   • If the request can't be processed on some devices due to ineligibility, a notification shows in the top right of the window soon after submitting the request. Click View progress in the notification to view the status of each device on the Action Requests page. If all devices are ineligible, click View devices to review each device's failure reason.

The request is submitted and a Remove freeze requested event is logged to Event History. If the request requires dual approval, the request remains in the Pending Approval section in Action Requests. The action isn't sent to the device until the request is approved.

The request is deployed to each device on its next successful connection to the Absolute Monitoring Center, which is typically within a few minutes for Absolute Resilience accounts, or within 15 minutes for Absolute Control accounts, assuming the devices are online. For online 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 in Action Requests.