You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
description: Understand how Windows Autopilot deployments function when you replace the motherboard on a device.
4
+
ms.prod: windows-client
5
+
ms.technology: itpro-deploy
7
6
ms.localizationpriority: medium
8
-
ms.sitesec: library
9
-
ms.pagetype: deploy
10
-
audience: itpro
11
7
author: aczechowski
12
8
ms.author: aaroncz
13
9
ms.reviewer: jubaptis
14
10
manager: dougeby
15
-
ms.date: 10/10/2021
11
+
ms.date: 09/23/2022
16
12
ms.collection: M365-modern-desktop
17
13
ms.topic: how-to
18
14
---
@@ -24,17 +20,17 @@ ms.topic: how-to
24
20
- Windows 11
25
21
- Windows 10
26
22
27
-
This document offers guidance for Windows Autopilot device repair scenarios that Microsoft partners can use in Motherboard Replacement (MBR) situations, and other servicing scenarios.
23
+
This document offers guidance for Windows Autopilot device repair scenarios that Microsoft partners can use in motherboard replacement (MBR) situations, and other servicing scenarios.
28
24
29
25
Repairing Autopilot enrolled devices is complex, as it tries to balance OEM requirements with Windows Autopilot requirements. Specifically, OEM requirements include strict uniqueness across motherboards, MAC addresses, and so on. Windows Autopilot requires strict uniqueness at the hardware hash level for each device to enable successful registration. The hardware hash doesn't always accommodate all the OEM hardware component requirements. So these requirements are sometimes at odds, causing issues with some repair scenarios. The hardware hash is also known as the hardware ID.
30
26
31
-
**Motherboard Replacement (MBR)**
27
+
Starting in the September 2022 release of Intune (2209), if a motherboard is replaced on an Autopilot registered device, and it goes back to the same tenant without an OS reset, Autopilot will attempt to register the new hardware components. In Intune, you'll see the profile status **Fix pending**. If the OEM resets the OS, you need to re-register the device. If the new hardware components are registered, the device status goes back to the assigned profile. If it's not, you'll see the profile status **Attention required**.
32
28
33
29
If a motherboard replacement is needed on a Windows Autopilot device, the following process is recommended:
34
30
35
-
1.[Deregister the device](#deregister-the-autopilot-device-from-the-autopilot-program) from Windows Autopilot
31
+
1.If the device isn't going back to the original tenant, [deregister it from Windows Autopilot](#deregister-the-autopilot-device-from-the-autopilot-program). If it's going back to the same tenant, you don't need to deregister it.
36
32
2.[Replace the motherboard](#replace-the-motherboard)
37
-
3.[Capture a new device ID (4K HH)](#capture-a-new-autopilot-device-id-4k-hh-from-the-device)
33
+
3.If the device needs to be re-registered because of a re-image or will be used by a new tenant, [capture a new device ID (4K HH)](#capture-a-new-autopilot-device-id-4k-hh-from-the-device).
38
34
4.[Reregister the device](#reregister-the-repaired-device-using-the-new-device-id) with Windows Autopilot
39
35
5.[Reset the device](#reset-the-device)
40
36
6.[Return the device](#return-the-repaired-device-to-the-customer)
When you register an Autopilot device, it automatically creates an Azure AD object. The Autopilot deployment process needs this object to identify the device before the user signs in. If you delete this object, the device can fail to enroll through Autopilot. If the device is registered and not enrolled after 180 days, you'll need to re-register the device to complete a successful deployment.
44
+
45
+
> [!NOTE]
46
+
> Don't register to Autopilot the following types of devices:
47
+
>
48
+
> -[Azure AD registered](/azure/active-directory/devices/concept-azure-ad-register), also known as "workplace joined"
> These options are intended for users to join personally-owned devices to their organization's network.
52
+
47
53
Once a device is registered in Autopilot if a profile is not assigned, it will receive the default Autopilot profile. If you do not want a device to go through Autopilot, you must remove the Autopilot registration.
Copy file name to clipboardExpand all lines: memdocs/autopilot/troubleshooting.md
+26-15Lines changed: 26 additions & 15 deletions
Display the source diff
Display the rich diff
Original file line number
Diff line number
Diff line change
@@ -9,11 +9,11 @@ ms.localizationpriority: medium
9
9
ms.sitesec: library
10
10
ms.pagetype: deploy
11
11
audience: itpro
12
-
author: aczechowski
13
-
ms.author: aaroncz
12
+
author: frankroj
13
+
ms.author: frankroj
14
14
ms.reviewer: jubaptis
15
-
manager: dougeby
16
-
ms.date: 02/09/2022
15
+
manager: aczechowski
16
+
ms.date: 10/03/2022
17
17
ms.collection: M365-modern-desktop
18
18
ms.topic: troubleshooting
19
19
---
@@ -33,7 +33,7 @@ Windows Autopilot is designed to simplify all parts of the Windows device lifecy
33
33
-[Key activities](#key-troubleshooting-activities) to perform during troubleshooting
34
34
35
35
## Windows Autopilot diagnostics page
36
-
On Windows 11, you can open the Autopilot diagnostic page to view additional detailed troubleshooting information about the Autopilot provisioning process. The diagnostics page can be enabled by going to the ESP profile and selecting **Yes** to **Turn on log collection and diagnostics page for end users**. Once it is enabled you can select the **View Diagnostics button** or the keyboard shortcut Ctrl+Shift+D to access any diagnostic information. The diagnostics page is currently supported for commercial OOBE, and Autopilot user-driven mode.
36
+
On Windows 11, you can open the Autopilot diagnostic page to view additional detailed troubleshooting information about the Autopilot provisioning process. The diagnostics page can be enabled by going to the ESP profile and selecting **Yes** to **Turn on log collection and diagnostics page for end users**. Once it is enabled, you can select the **View Diagnostics button**, or the keyboard shortcut Ctrl+Shift+D to access any diagnostic information. The diagnostics page is currently supported for commercial OOBE, and Autopilot user-driven mode.
37
37
38
38
## Windows Autopilot flow
39
39
@@ -48,21 +48,30 @@ Whether you're performing user-driven or self-deploying device deployments, the
48
48
49
49
## Profile download
50
50
51
-
When an Internet-connected Windows device boots up, it will attempt to connect to the Autopilot service and download an Autopilot profile. Note: It's important that a profile exists at this stage so that a blank profile isn't cached locally on the PC. To remove the currently cached local profile in Windows 10 version 1803 and earlier, it's necessary to re-generalize the OS using **sysprep /generalize /oobe**, reinstall the OS, or re-image the PC. In Windows 10 version 1809 and later, you can retrieve a new profile by rebooting the PC.
51
+
When an Internet-connected Windows device boots up, it will attempt to connect to the Autopilot service and download an Autopilot profile. The Autopilot profile is downloaded as soon as possible, and again after each reboot.
52
52
53
-
When a profile is downloaded depends upon the version of Windows client that is running on the PC. See the following table.
53
+
> [!NOTE]
54
+
> At this stage, it's important that an Autopilot profile exists in the tenant so that a blank profile isn't cached locally on the device. If necessary, you can retrieve a new Autopilot profile by rebooting the device.
55
+
>
56
+
> If you need to reboot a computer during OOBE to retrieve a new Autopilot profile:
57
+
> 1. Press Shift-F10 on the keyboard to open a command prompt window.
58
+
> 2. In the command prompt window, enter one of the following two options:
59
+
> 1. Enter `shutdown.exe /r /t 0` to **restart** immediately.
60
+
> 2. Enter `shutdown.exe /s /t 0` to **shut down** immediately.
61
+
>
62
+
> For more information, see [Windows Setup Command-Line Options](/windows-hardware/manufacture/desktop/windows-setup-command-line-options).
63
+
64
+
<!-- To remove the currently cached local profile in Windows 10 version 1803 and earlier, it's necessary to re-generalize the OS using **sysprep /generalize /oobe**, reinstall the OS, or re-image the PC. -->
65
+
66
+
<!-- In Windows 10 version 1809 and later, -->
67
+
68
+
<!-- When a profile is downloaded depends upon the version of Windows client that is running on the PC. See the following table.
54
69
55
70
| Windows 10 version | Profile download behavior |
56
71
| --- | --- |
57
72
| 1709 | The profile is downloaded after the OOBE network connection page. This page isn't displayed when using a wired connection. In this case, the profile is downloaded before the EULA screen. |
58
73
| 1803 | The profile is downloaded as soon as possible. If wired, it's downloaded at the start of OOBE. If wireless, it's downloaded after the network connection page. |
59
-
| 1809 | The profile is downloaded as soon as possible (same as 1803), and again after each reboot. |
60
-
61
-
If you need to reboot a computer during OOBE:
62
-
- Press Shift-F10 to open a command prompt.
63
-
- Enter **shutdown /r /t 0** to restart immediately, or **shutdown /s /t 0** to shut down immediately.
64
-
65
-
For more information, see [Windows Setup Command-Line Options](/windows-hardware/manufacture/desktop/windows-setup-command-line-options).
74
+
| 1809 | The profile is downloaded as soon as possible (same as 1803), and again after each reboot. | -->
66
75
67
76
## Key troubleshooting activities
68
77
@@ -73,15 +82,17 @@ For troubleshooting, key activities to perform are:
73
82
- Autopilot out-of-box experience (OOBE) behavior: Are the [expected OOBE](troubleshoot-oobe.md) screens displayed? Is the Azure AD credentials page customized with organization-specific details as expected?
74
83
- Azure AD join issues: Is the device able to [join Azure Active Directory](troubleshoot-aad-join.md)?
75
84
- MDM enrollment issues: IS the device able to [enroll in Microsoft Intune](troubleshoot-device-enrollment.md) (or an equivalent MDM service)?
85
+
- Review logs that are automatically collected upon Autopilot failure. For more information, see [Collect diagnostics from a Windows device](../intune/remote-actions/collect-diagnostics.md). <!--1895390-->
76
86
77
87
## Next steps
78
88
79
-
See the following topics for help troubleshooting specific issues:
89
+
See the following topics for help with troubleshooting specific issues:
Starting with Intune 2209, Intune will automatically capture diagnostics when devices experience a failure during the Autopilot process on Windows 10 version 1909 or later and with Windows 11. When logs are finished processing on a failed device, they will be automatically captured and uploaded to Intune. Diagnostics may include user identifiable information such as user or device name. If the logs are not available in Intune, check if the device is powered-on and has access to the internet. Diagnostics are available for 28 days before they are removed.
23
+
24
+
For more information, see [Collect diagnostics from a Windows device](../intune/remote-actions/collect-diagnostics.md).
25
+
20
26
## Updates to Autopilot device targeting infrastructure
21
27
22
28
With Intune 2208 we are updating the Autopilot infrastructure to ensure that the profiles and applications assigned are consistently ready when the devices are deployed. This change reduces the amount of data that needs to be synchronized per-Autopilot device and leverages device lifecycle change events to reduce the amount of time that it takes to recover from device resets for Azure AD and Hybrid Azure AD joined devices. No action is needed to enable this change, it will be rolling out to all clients starting August 2022.
0 commit comments