Reset Surface Duo

Question

Hi,

I bought and give my friend the Surface Duo, IMEI no. xxxxxxxxxxxxxxx, Serial No. xxxxxxxxxxxxx

As he is trying to reset (with the Erase all data (factory Reset) the phone but It did not work and received the message as following:

(1) Your admin can monitor and manage apps and data associated with this user, including setting, permissions, corporate access, network activity, and the devices's locations information

(2) Action not allowed: If you have questions, contact your IT admin ???? (Learn more - Ok button**)**

Could you tell me why we cannot Reset the phone? and why we have to contact with IT guys? (this is a brand new unlock phone?

Could you instruct us on somehow we can reset the phone

thanks

thanh liem

>Edited to remove PII

Answer 1

I have to believe you have this resolved by now. As a new device my answer should be wrong. Mentioning it just in case both assumptions are incorrect.

When you get the It message it could mean you installed Company Portal. Company portal allows you to view company email, calendar, etc on your phone. The company assets are controlled and you cannot independently make changes to the company assets.

The bad part Company Portal is overbearing. I have it on my current phone. I can't remove Company Portal. It states it was added by the company on this phone. Completely untrue. I added it to a previous phone. They say the company has to remove it from their servers. I no longer work for the company so I cannot get to the page. I call in to the company for help. Nothing is done.

Microsoft should allow it to be removed by the user. With the message, any company assets controlled by Company Portal will be permanently erased. Please fix this issue.

I was able to disable the app. At least for now it is inactive. If I get the Duo 2 or any other phone I hope this virus of an app doesn't transfer to the new phone.

A long message to say, if you have Company Portal installed then try to uninstall. If not allowed then disable it. Then maybe you will be able to reset.

Answer 2

Hi HuynhLiem1,

Thank you for reaching Microsoft Community.

Please try Factory Reset on the Surface Duo through Recovery Menu. See this page and follow the steps given: Reset Surface Duo.

Hope this helps.