When trying to wipe a Windows Desktop device, the task switches to the "Completely failed" status without further information in the task details.
Looking into the DeviceManagement-Enterprise-Diagnostic-Provider event logs on the affected client, the following error can be found:
MDM ConfigurationManager: Command failure status. Configuration Source ID: (E4CE1624-E77C-4850-A953-936C7435003B), Enrollment Name: (MDMFull), Provider Name: (RemoteWipe), Command Type: (Execute), CSP URI: (./Vendor/MSFT/RemoteWipe/doWipeProtected), Result: (The request is not supported.).
Note: The DeviceManagement-Enterprise Diagnostic-Provider event logs can be found at Application and Services Logs | Microsoft | Windows of the Windows event viewer.
This error occurs, if the Windows recovery environment is disabled.
This article describes how to activate the Windows recovery agent using an administrative command line.
The following sections are covered:
Applies to the following Sophos products and versions Sophos Mobile
In order to use the Wipe functionality, the Windows Recovery environment must be enabled.
Perform the following steps on the affected device to enable the Windows Recovery environment:
Once the above steps were successfully executed, wiping the device using Sophos Mobile should be possible.
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