Unable to Re-image the device

Question

I am getting an error while re-imaging the device. When I click Reset device
From past 3 hours. I am in same page

Answer 1

The behavior shown (stuck on the reset page for hours and unable to re‑image) typically means the built‑in reset path is failing. In such cases, use a full recovery/re‑image method instead of the in‑place “Reset device” button.

Use one of these supported approaches, depending on the device type and how it is managed:

1. If this is an Azure Virtual Desktop (AVD) session host
   • Create a new custom image based on the latest "Windows 10 Enterprise multi-session, Version 22H2" gallery image.
   • Steps:
     1. In Azure Marketplace, search for Microsoft Windows 10 and select Windows 10 Enterprise multi-session, version 22H2.
     2. Create a VM from this image.
     3. Follow the golden image guidance to:
        • Create an image from the Azure VM.
        • Customize the VM and install the October 24, 2024 Windows Update KB5045594.
        • Take the final snapshot, run Sysprep, and capture the VM.
     4. Reimage the affected AVD device using this new custom image.
   • If an image that already includes KB5045594 is preferred, wait until November 19, 2024 and then reimage directly from the updated marketplace image.
2. If this is a Windows 365 Link or similar managed device
   • Perform a Bare Metal Recovery (BMR):
     1. Download the appropriate Windows 365 Link BMR image for the required language set.
     2. Create a USB factory recovery drive following the Surface USB recovery drive instructions.
     3. Boot the device into Windows Recovery Environment (WinRE):
        • Select Advanced options → Use device → USB Storage.
     4. After restart, choose keyboard layout, then Recover from a drive.
     5. Enter the BitLocker recovery key.
     6. Choose whether to Just remove my files or Fully clean the drive.
     7. After completion, the device restarts with the factory image and can be reprovisioned via standard Windows 365/Intune workflows.

If the reset continues to fail even with a proper recovery image (for example, USB/BMR image not recognized or recovery stops part‑way), follow the troubleshooting guidance for recovery media (USB format, image integrity, hardware checks) and, if necessary, open a support case with the appropriate Microsoft support channel for the device.

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References:

• AVD users might experience extended time on a black screen during logon and SSO failures
• Wipe or reset Windows 365 Link device

Answer 2

Hi Rithvik Kumar,

I’m following up to check whether the issue has been resolved. Feel free to reply if you need further information. If the information provided was helpful, please click "Accept Answer" to help others in the community. Thank you!

Answer 3

Hi Rithvik Kumar,

The error code you’re seeing (80070002) usually indicates that the reset process cannot find the required files or that there’s a mismatch between the recovery environment and the system configuration. This can happen if the recovery image is missing, corrupted, or if the device is not properly joined to your organization’s management system.

A good first step is to confirm that the recovery partition is intact and accessible. If you’re using Intune or Autopilot, make sure the device is still registered and that your account credentials are valid. You may also want to try running the reset from Advanced Startup Options (Shift + Restart > Troubleshoot > Reset this PC) rather than from within Windows, as this sometimes bypasses the stuck state. If the reset continues to fail, using installation media (USB or ISO) to perform a clean re‑image is often the most reliable path forward.

It’s also worth checking with your IT administrator to ensure that the reset feature is enabled for your organization and that your account has the necessary permissions. If you’re managing this yourself, downloading the latest Windows 11 installation media from Microsoft and re‑imaging manually may be the quickest resolution.

I hope the response provided some helpful insight. If it clarified the issue for you, please consider marking it as Accept Answer so others with the same issue can find the solution.

Jason.