After I wiped a device in Intune, the user is brought to a Windows Recovery screen and can't access the laptop

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After I wiped a device in Intune, the user is brought to a Windows Recovery screen and can't access the laptop

Daniel Teschko Jr 30

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Crystal-MSFT 53,991 Microsoft External Staff

@Daniel Teschko Jr, Thanks for posting in Q&A. In Fact, the Intune wipe behavior essentially triggers Windows 'own reset components, if manual executions are unsuccessful, the problem lies within the operating system layer, and we need to address the issues at that level before Intune can successfully perform the wipe. You can click "Troubleshoot" and "reset this PC" to manually reset the device.

Based as I know, sometimes, if the BitLocker is enabled on the device, encryption happens before WinRE is enabled, then it will be considered not trusted by BitLocker. due to the configuration of Intune Silent Encryption, OS drive will be resumed from suspended status, which led to reset failure. Please confirm if the device is with BitLocker enabled with policy.

If there's any update, feel free to let us know.

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Daniel Teschko Jr 30 Reputation points

2024-05-07T13:42:36.2233333+00:00

Hello, thank you for your response.

When I troubleshoot, and select the option to Reset the PC, it says that 'There was an issue resetting your PC'

Yes, to your question about BitLocker it is enabled on this device.
Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2024-05-08T01:59:09.4033333+00:00
@Daniel Teschko Jr, Thanks for the reply. If so, you can try the following steps.

Remove BitLocker silent encryption Intune policy in the machine you want to do the wipe. Make sure registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\PolicyManager\current\device\BitLocker is totally removed.

Disable BitLocker on C drive. make sure BitLocker is fully decrypted.

3.Then reset again to see if it works.
Daniel Teschko Jr 30 Reputation points

2024-05-08T02:10:03.77+00:00

The device HASH ID appears to have taken itself out of Intune as well.
Crystal-MSFT 53,991 Reputation points Microsoft External Staff

2024-05-08T02:58:52.72+00:00

@Daniel Teschko Jr, Thanks for the reply. If the device is already deleted in both Microsoft Entra and Intune, then it will not apply any policy in Intune. If so, we can check if the registry key exists and remove. Then disable BitLocker and decrypted the drive to see if we can reset now.

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After I wiped a device in Intune, the user is brought to a Windows Recovery screen and can't access the laptop

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