Understanding JumpCloud or PLATFORM Device Wipe Actions

Erasing a Device

When command is sent from JumpCloud/Platform, the goal is to remove everything on the hard drive, including Windows and MacOS, all software, user accounts, and settings, making them irrecoverable. The operating system is reset to its default state and settings.

For some reasons, after the command is sent, on Windows device may boot into Recovery Mode instead of completing a Factory Reset. Possible causes include:

1. Power Disruption: If the device loses power during the reset process, it may fail to complete and boot into Recovery Mode.

2. Corrupt Windows Recovery Environment (Windows RE): A corrupted or missing Windows RE partition can cause the reset to fail.

3. Interruption of Reset Command: Actions such as closing the laptop lid, entering sleep mode, or any other interruptions during the reset process can cause it to fail.

4. Firmware or BIOS Updates: Incomplete or interrupted firmware or BIOS updates can lead to boot configuration issues, causing the device to enter Recovery Mode instead of completing the reset.

5. Corrupted System Files or Registry: Corruption in critical system files or the Windows registry may interfere with the reset process. This can happen due to unexpected restarts or closing the laptop during previous updates, resulting in an unstable operating environment. If these corrupted components are not addressed before initiating a reset, the device may fail to boot normally afterward.

Solution to Minimize Windows Reset Failure:

To ensure a successful reset of your Windows device, follow these pre-requisites and preparation steps:

1. Pre-Reset Checks:

   • Boot-Up Verification: Before initiating the reset, please ensure that the device boots up properly and is fully functional. During boot-up, check for any ongoing updates or disk check errors.

   • Device Health: If the device boots normally without any issues, it indicates there are no underlying problems, which increases the likelihood of a successful reset.

2. Device Preparation:

   • Stable Internet Connection: Ensure that the device is connected to a stable WiFi network. This is crucial for successfully sending and receiving the reset command.

   • Continuous Power Supply: Keep the device powered on using a charger cable throughout the reset process.

   • Avoid Interruptions: Do not close the laptop lid, allow the device to enter sleep mode, or cause any other interruptions during the reset process.

3. Using custom Commands script in JumpCloud to Reset PC locally. 

   • Navigate to the selected Devices under Device Management.

   • On the top right, under Actions drop down button, select Run Command.

   • Choose "Windows - Reset PC Locally" command.

Please ensure the following prerequisites are met: 

• The device is powered on

• Ensure all Antivirus programs are uninstalled from the device, as the Antivirus software will block the wipe command to the device

• The device is connected to the internet

• The device is plugged into a power adapter

• The device is not in sleep or locked state

The wipe process will require the device to remain active for approximately 5 to 30 minutes.

Following these steps will help the chances of the device completing the Windows reset.