Answer:
If a Factory Default Reset (FDR) is performed directly on the device using the on-device UI, the device should also be removed from the Site in Optimize and then added again.
This ensures the device and Optimize are properly synchronized after the reset and helps avoid unexpected behavior.
Support Actions
Confirm whether an FDR was recently performed on the device using the on-device UI.
If so, ask the customer to remove the device from the Site in Optimize.
Ask the customer to add the device again using the standard Add Device workflow.
Verify the device is operating as expected after it has been added again.
Escalate If
The device continues to operate unexpectedly after being removed and added again.
Support Notes
Only users with permission to remove devices (typically Owners and Device Administrators) can complete the removal.
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