Wipe

If your device has been lost or stolen, your first priority is to protect your data and guard against identify theft. With the Wipe feature, you can achieve both by remotely deleting all files stored on the device.

Also see Submitting Lock and Wipe actions in the FAQs.

After a Wipe is sent to your device, it can't be canceled or undone, and the removed files can't be restored.
Also note that a completed Wipe fulfills the conditions of the Service Guarantee. You can't submit a Recovery request on a device that has been wiped.

A Wipe scans all files on a device and overwrites all file content with a series of zeros and ones, essentially making the files unreadable and unrecoverable. It then renames and deletes the files, and deletes all user profile data. Note that the operating system (OS) is not deleted.

You can't submit a Wipe if a Wipe is already in progress, or if the device has an open Recovery request. In the latter case, the icon is grayed out.

You can submit a Wipe action on a locked device.

The following system directories are not deleted by a Wipe:

Windows Mac 
C:\boot\
C:\boot.ini
C:\bootmgr
C:\bootsect
C:\NTDETECT.COM
C:\ntldr
C:\pagefile.sys
C:\swapfile.sys
C:\System Volume Information\
C:\Internet Explorer\
C:\Windows\
\WWANSVC\
\WLANSVC\
*.PAC
 
/Library
/Library/*
/System
/System/*
/sbin
/sbin/*
/usr
/usr/*
/bin
/bin/*
/private
/private/*
/dev
/dev/*
/etc
/etc/*
/var
/var/*
 
/tmp
/tmp/*
/mach_kernel
/Developer
/Developer/*
/home
/home/*
/net
/net/*
*.fseventsd
*AftIICopyfiles.sh
*AftIIInstall.sh
*ARAT.tar.gz
*ARAT.tar.gz.MD5
*stopAndRemoveAFRAT.sh
*.DocumentRevisions-V*
*.Spotlight-V*

In addition to the items listed above, a Wipe can't delete files/folders that are:

  • encrypted or locked by a third party tool.
  • stored in a volume encrypted or locked by a third party tool.
  • stored in a hidden partition.
  • inaccessible because inherited permissions are disabled.
  • created by a user after the area has already been scanned during the Wipe process.
  • recreated automatically by the operating system (applies to Window devices only).

Also note that for Mac devices, if a file's file size is very large (> 1 GB) and it exceeds the device's free space, the file can't be deleted.

To submit a Wipe:

  1. Tap and select the device. Click and select the device.
  2. Tap . Click .
  3. To automatically remove the device from the portal after the Wipe is processed, select the Remove device after the Wipe is complete option. The Absolute Agent will also be uninstalled.
  4. Select the acknowledgment checkbox under Consent.
  5. Tap Wipe Device and then tap Yes.Click Wipe Device and then click Yes. Wipe in progress is added to the device's Details page.

The Wipe is sent to the device when it calls in, which is typically within the next 15 minutes.

Note that it may take a few hours to wipe a device. It will take considerably longer if the device is also locked. You can check the status of the Wipe on the device's Details page.

If you locate a lost device after the wipe is completed, you'll need to create a new user profile. If your Windows device isn't functioning as expected, reimage the device before creating a profile.

Before a new Wipe request is sent to the device, you have an opportunity to cancel it. After the Wipe is no longer pending, it can't be canceled.

To cancel a Wipe:

  1. Tap and select the device. Click and select the device.
  2. Do one of the following:
    • Next to Wipe requested on <date and time>, tap Cancel.Next to Wipe requested on <date and time>, click Cancel.
    • Tap and tap Cancel.Click and click Cancel.

    If a Cancel option is not available, the Wipe has already been sent to the device, so it is no longer pending.

  3. In the confirmation dialog, tap Cancel Wipe. In the confirmation dialog, click Cancel Wipe.