Forum Discussion
W11 Enterprise Factory reset, cannot log on with personal account
Good afternoon all
New boy here after advice. We had an employee leave last week, they had a Dell XPS on Windows 11 Enterprise that they were allowed to keep.
On Friday before they left, we reset the device:
Settings > System > Recovery > Reset PC >REMOVE EVERYTHING > Cloud Download
Which re-booted the device and went through the "Resetting this PC" and worked fine
The user has contacted my today to say that they cannot log on to the PC, they turned it on and it says "Lets set things up for your work or school"
Where it prompts for a username it still has our company logo, I presumed it would remove all of that, and under all that it says "[Company name] uses Azure AD"
I have a couple of questions really.
- Although it prompts for a work/school password, should they be able to use a (personal) Microsoft account e.g. [name]@outlook.com
- Is it because it is W11 Enterprise that it prompts for work/school account
- Do you NEED a Microsoft account to log on to Windows 11, e.g. you need an apple account to log on to Apple stuff and a gmail to log on to android stuff, is it the same for this
- Do they need a personal Microsoft account and to buy a different product key? How do they enter that product key if they cannot log on
The user was remote, I am not able to physically sit with the device, and they are unable to bring it to the office, and as they are not able to log in, we cannot do anything remotely.
Thanks for any help you can offer.
Dan
- I found the issue, I'll add what I did here for future reference if it helps.
For me it was that I did not first remove the device from Microsoft Autopilot before completing a factory reset.
Once the device had been both removed from Autopilot and the factory reset had completed to wipe the device and remove it from InTune, the set up screen then allowed the user to select a 'Personal' option to enter their own mail id and password to log on to the PC as a personal device and complete the set up.
3 Replies
- I found the issue, I'll add what I did here for future reference if it helps.
For me it was that I did not first remove the device from Microsoft Autopilot before completing a factory reset.
Once the device had been both removed from Autopilot and the factory reset had completed to wipe the device and remove it from InTune, the set up screen then allowed the user to select a 'Personal' option to enter their own mail id and password to log on to the PC as a personal device and complete the set up. - Ask the company admin to add this device the corporate account.
- Hi thanks, but he left the company and was allowed to keep the computer. So I cannot add him back to the corporate account.
