MDM Plus - Passcode/Factory Reset Issues

MDM Plus - Passcode/Factory Reset Issues

Hi, 

We use Mobile Device Manager Plus cloud to manage a number of Samsung Android devices. We have a number of devices where the user has forgotten the passcode and we are unable to communicate with the device via the MDM. When a passcode reset or clear is submitted, it just fails to complete. 

The device is connected to the internet as the user continues to receive emails notification and news prompts. We have tried to factory reset the devices but this is blocked by the MDM settings. In addition, we have tried to flash the devices, however, they fail to enter download mode.

Has anyone else been in this same position and managed to overcome these issues? MDM Plus is a really good product, but because of these issue we are experiencing problems with a large number of phones.