Performing Remote Application Password Resets

The Files Advanced app can be secured with a lock password that must be entered when the app is launched. If a user forgets this password, they will not be able to access Files Advanced. The app password is independent of the user's Active Directory account password.

When an app lock password is lost, the only options are to perform a remote password reset or to let the user uninstall Files Advanced app from their device and reinstall it. Uninstalling deletes any existing data and settings, which maintains security but will likely leave users with no access to Files Advanced servers until they are sent a new management invitation.

Resetting an application password

Files Advanced on-device files have always been protected using Apple Data Protection (ADP) file encryption. To further protect files on devices being backed up into iTunes and iCloud, devices without device-level lock codes enabled, and as a general security enhancement, we introduced a second layer of full-time custom encryption applied directly by the Files Advanced app.

One aspect of this encryption is that Files Advanced app users can not have their application lock password reset over the air. Instead, a password reset code and a confirmation code must be exchanged between the user and the Files Advanced IT administrator, in order to enable Files Advanced to decrypt its settings database and allow the user to set a new app password.

To reset the password for Files Advanced app for iOS or Android:

1. An end user asks you to reset their password for the Files Advanced app and tells you the Password Reset Code, shown on their device screen.
2. Open the Users & Devices tab.
3. Open the Devices tab.
4. Find the device whose app password you want to reset and click the Actions button.
5. Press App password reset...
6. Enter the Password Reset Code, then click Generate Confirmation.
7. Tell or email the user the Confirmation Code that is displayed.
8. The user enters this code into the app's password reset dialog and then is prompted to set a new password. If the user aborts this process without setting a proper app password, they are denied access to Files Advanced app and have to repeat the app password reset process.