I have 1 autopilot device that will not enroll in intune

Question

I have a new Dell laptop that was AAD joined and Intune enrolled thru Autopilot (Dell loaded the service tags).
I was troubleshooting an office 2019 problem with MS and they insisted that I had to remove the work connection and log on with a local account (effectively removing it form the Azure domain). I did this and rebooted and to my surprise office was still there! and it even worked as expected, but when I looked it showed it was still connected to work, but not really, There was no was to log back on with a AAD account, so I tried to rejoin it to AAD by using the Enroll only in device management and got an error. so I figured wipe and reload the device and all should be fine?? Nope, same error. Auto Pilot seems to work as it welcomes me with my company name and I have to use the work creds to log in, but nothing loads, and there is no sync button in the work connection.

Also it created a "'username-date-time' machine in Intune but cant do anything with it, and it doesn't rename the machine so I am stumped at what to do.

I think I need a way to totally reset its autopilot info and let it load again but I cant figure out how???

Answer 1

So… After lots of searching, I finally figured it out.

Not sure why the windows reset with clear all didn’t sort it out, but after MS killed the laptop, I had reloaded it with a media creator image I had of win 10. This turned out to be build 1809.
Also in looking in autopilot for this laptop the Autopilot reset option was greyed out so I couldn’t do that (I had done this in the past to solve random issues).

In reading I found back in 2018 someone posted a question about reloading an autopilot machine and one of the quick responses was build 1809 had some issues with this.
I attempted to upgrade to 21H1 and got an error, in researching that it seems that the shipped version of the laptop needed a bios update to go to above 1809.

So I did the Bios update, Upgraded to 21H1, then Autopilot / Intune loaded some of the settings and software, but not all and the Autopilot reset option was active again so I did an Autopilot reset…

Walla!! , it renamed the machine, joined it to AAD, enrolled in Intune, and loaded all of the settings and software and is working fine now.

On a side note, after the reset at the initial startup login, I logged on as a regular user, not an admin. I am not sure if that had something to do with it but it worked as expected.

Hope this helps others work thru this situation.

Answer 2

From your description, it seems that there is some previous enrollment information remaining. How about clicking All settings > Accounts > Access work or school, select your corporate account and click Disconnect.

Also, is there any option can be done from Endpoint manager->Device, such as Wipe or Retire?

If all the actions cannot be done, it is suggested to create an online support ticket to delete the enrollment information at the backend and re-enroll again. Here is the link: https://learn.microsoft.com/en-us/mem/get-support