Two primary OOBE stall patterns were observed and resolved. For Dell systems that paused inside Dell SupportAssist OS Recovery, a manual OS reinstall launched from the F12 one‑time boot menu using Dell SupportAssist OS Recovery completed the Windows 11 installation and restored Intune enrollment and Company Portal visibility (Office 365 assignment). However, some Dell recovery attempts failed because SupportAssist's download was repeatedly interrupted with network errors on both Wi‑Fi and LAN; those cases prevented the recovery tool from running and required escalation to on‑site support or hardware return/warehouse handling when local recovery could not proceed. For OOBE stalls where the Windows Device Setup screen showed a 'try again' message with no Retry button (observed on a Lenovo T14s), choosing the Device Setup option labeled 'Continue anyway' allowed setup to resume and complete. Post‑migration account/identity issues were resolved by re‑establishing the user’s identity (Microsoft/Okta password reset and Okta re‑enrollment via QR code), which restored OneDrive and SharePoint access and allowed Company Portal assignments to apply. Locally required third‑party applications and drivers (for example vendor mouse software) were then reinstalled or reconfigured; technicians documented that some installers prompted for elevated credentials or one‑time passwords which blocked non‑privileged installs until credentials or alternate deployment methods were used. In cases where devices were returned, the old device was powered off and shipped back via the standard return/warehouse process and receipt was confirmed.

Incidents traced to multiple distinct root causes; resolutions varied by cause but clustered into identity/authentication, directory/licensing state, enrollment/management re‑establishment, network reliability during OOBE, OEM image/driver/hardware faults, and security policy impacts. Observed resolution patterns included:

Collectively, incidents were resolved by restoring expected Entra/Azure AD authentication methods, correcting directory usernames/account states and applying required Microsoft or Intune entitlements (including addressing Intune Endpoint Privilege Management exhaustion), ensuring required enrollment group membership and allowing propagation, re‑establishing Intune management via IME sync or restart, restoring reliable network connectivity during provisioning, installing missing OEM drivers or replacing faulty hardware for peripheral or shell failures, and investigating and correcting device tenancy/enrollment ownership where devices reported another‑organization ownership. Some devices that failed to reach a usable desktop were ultimately returned to service after reimage or were replaced when troubleshooting yielded no recoverable state; in several incidents transient failures cleared after a subsequent sign‑in or management re‑evaluation.

Support restored migration visibility and OneDrive/OneNote synchronization by signing users into native OneDrive and Office app sign‑in flows and resolving tenant authentication issues. When the Next Generation Sync Client had been disabled via the DisableFileSyncNGSC registry/GPO, re‑enabling it and resuming previously paused sync states restored propagation. Cached credentials, password‑manager conflicts, or insufficient local rights were reconciled in elevated remote sessions (TeamViewer/QuickSupport) to clear credential caches and complete Azure AD/domain authentication; localized Office app sign‑in errors were resolved the same way. Devices that failed to authenticate at login because of pre‑logon VPN or domain‑join timing were reprovisioned or reimaged and had pre‑logon VPN/domain authentication completed so tenant sign‑in succeeded. For Files On‑Demand/placeholder symptoms, support verified OneDrive client settings and cloud versions, clarified that placeholders were cloud‑backed and downloaded on access when the client was healthy, and used the client’s persistent copy options where local copies were required. Concerns about deletions were resolved by checking OneDrive web versions and preserving cloud copies before removing local files when uploads had not completed. For files that partially synced, had been deleted, or were missing after users moved local data (for example from Quick Access) into a OneDrive folder and caused folder reorganization, support reconciled local versus cloud copies, relocated files when folder paths differed between old and new profiles, and recovered locally retained copies where available; empty folders were frequently traced to the source device not having completed upload before migration. For large datasets or when cloud visibility remained uncertain, users were migrated to cloud‑backed storage (personal OneDrive or Teams/SharePoint) to finish transfers. When USB ports were disabled by policy on the replacement device and direct device‑to‑device transfer was required, IT temporarily enabled USB access for a scheduled window coordinated with provisioning/security teams so files could be copied from the old device. Application availability and installer issues that arose when vendor installers required local administrator credentials or when line‑of‑business software was not published in Company Portal were handled by performing elevated installs during provisioning or coordinating with application owners/portal administrators to provide Company Portal deployment or a supported installer path. Observed hardware defects or dock compatibility issues encountered during migrations were escalated and handled via replacement, warranty, or shipping actions as appropriate. Replacement device workflows included ordering and shipping new hardware with tracking, providing onboarding documentation and links (Confluence/SharePoint), and advising users to place Documents/Desktop into OneDrive folders; for initial Windows 11 provisioning support recommended performing first‑time setup on a reliable wired network connection (direct Ethernet to the router) to ensure stable tenant sign‑in and OneDrive sync. Support also documented that cloud‑native provisioning could leave no local drive provisioned by default and adjusted migration approaches accordingly.

Technicians validated reported faults and treated confirmed defects, wrong‑model/OS/spec deliveries, missing vendor accessories, unacceptable cosmetic/packaging conditions, and liquid‑ or impact‑damaged hardware as replacements or reissues when local recovery failed. Units with physical port damage (including ports that emitted a burnt smell) were treated as defective for safety and replaced; users who could temporarily use alternate ports were supported while replacement or loaner hardware was issued. Local remediation that restored many units included power cycles, vendor hardware diagnostics and BIOS/UEFI checks, IEC/AC power tests, safe‑boot and full reimage. Cables, ports, external monitors, adapters, HDDs/SSDs, docks and KVMs were cross‑tested and swapped to isolate faults; docks and monitors were verified against advertised monitor counts and DP/HDMI features, host‑cable and power‑delivery requirements and PD wattage was confirmed where relevant. Vendor firmware and driver remediation using vendor utilities (Lenovo System Update/Lenovo System Center, Dell Command Update, Dell SupportAssist/Optimizer/Display & Peripheral Manager and similar tools) resolved many camera, audio, GPU and display issues; where utilities required elevated rights IT coordinated installation or performed managed deployment. Remote diagnostic sessions (including TeamViewer where authorized) were used to confirm disabled components and to attempt driver/firmware remediation; when remote remediation was not possible or users experienced complete outage, replacement hardware was issued and shipped. Integrated webcams that disappeared were validated by remote diagnostics; driver/firmware updates or reimage restored functionality in several cases and persistent absences were exchanged. Display defects that persisted after diagnostics and reimage were validated as hardware faults and replacements were initiated and expedited when required. MacBooks and other Apple systems with liquid exposure or charging/battery anomalies were inspected and escalated for repair or replacement when SMC/PRAM equivalents and reimage did not restore expected behaviour. Keyboard faults (non‑responsive, phantom keystrokes) and microphone hardware that toggled repeatedly were inspected and exchanged when persistent. Boot hangs and BSODs were triaged with BIOS/UEFI diagnostics; BitLocker recovery keys were retrieved from Okta and drives were reactivated or data was migrated to alternate PCs when required. Provisioning and registration gaps were corrected by reassigning Intune/JAMF groups, rebuilding device profiles, reimaging, and reinstalling required apps via Company Portal or JAMF; replacement units that failed first‑time sign‑in, arrived without required preinstalled software, or hung during OOBE were reprovisioned, reordered/expedited, or replaced and users were provided temporary loaners while reprovisioning completed. For post‑migration dock incompatibilities technicians confirmed physical connector fit, host‑cable requirements and measured/checked PD wattage; unsuccessful cable swaps or wattage mismatches were documented and compatible docks or adapters were procured and shipped when needed. Asset records and battery health were reviewed; units with severe runtime degradation or batteries at end‑of‑life were replaced, and devices at end‑of‑life were routed through procurement as new orders rather than warranty repair when appropriate. Unusual mechanical noises were inspected and replaced when confirmed. Replacement requests required approval from the team lead or cost‑center owner per policy; technicians recorded purchase orders and serial numbers, provided return labels and tracking, requested shipping addresses and keyboard/layout preferences, and coordinated carrier notifications. Repeated cosmetic or packaging defects in internal inventory were rejected or returned to procurement/refurbisher with PO and refurbisher details, and replacements were ordered instead of reissuing affected pool devices. Operational notes recorded that USB media can be blocked by security policy during OOBE (Ethernet was used for initial imaging), Documents/Desktop migration to OneDrive simplified data transfer, some returns web forms had browser compatibility limits, and users sometimes powered off and placed keyboards face‑down to dry after liquid spills prior to replacement routing.

Firmware/UEFI‑level notes from Lenovo cases: laptops that produced loud POST double‑beeps and BIOS/UEFI error messages were investigated with screenshots and vendor diagnostics; Lenovo System Center/System Update and BIOS packages were applied but did not always resolve the symptom. Vendor support recommended changing the UEFI BIOS Update Option (Secure Rollback Prevention) in affected cases; technicians documented instances where a BIOS/supervisor password prevented entering BIOS Setup to change that setting, leading to escalation to vendor support or replacement when on‑device configuration was blocked. These vendor‑specific findings and the presence of BIOS passwords were recorded alongside imaging attempts, and devices were exchanged or escalated when local remediation could not be performed due to locked firmware or persistent POST/UEFI errors.

Shipment, return‑label and refurbisher portal issues were resolved by reconciling shipment, return and procurement records against Inventory360/i360/Workday until physical receipt or refurbisher confirmation was obtained. Duplicate or excess exchange orders were identified by comparing inventory and order records; excess orders were canceled, consolidated, arranged for collection/return, or retained at origin with tickets documenting custody decisions and cut‑off dates. In‑person returns were accepted, logged, and reallocated when appropriate; returned duplicates were reassigned to replace defective or setup‑stuck devices and asset assignments (including Entra ID) and inventory records were updated. Substitute models were ordered and users were informed when requested models were unavailable; missing accessories that arrived separately were subsequently supplied and confirmed. Return‑label and packaging portal failures (expired labels, authentication/browser incompatibilities, invalid image uploads, DHL Nachforschungsauftrag errors) were resolved by reissuing labels or obtaining them directly from vendors/refurbishers, documenting portal errors, and supplying alternative evidence channels when carrier portals rejected investigations. Incorrect label metadata (for example wrong package weight or destination) was noted in tickets and clarified or reissued with the carrier. Misdelivered or wrongly addressed packages were escalated to suppliers and carriers; transport‑insurance or carrier claims were lodged with collected evidence (delivery notes, invoices, photos), serial numbers/IMEI were recorded, and assets were blocked in endpoint management (SCCM) when appropriate; replacements were ordered after loss, theft or defect confirmation. Returned devices that arrived non‑functional or were received separately were logged and processed; stale or incorrect inventory statuses in SmS/Inventory360 (for example devices remaining marked “productive”) were corrected after verification of carrier tracking or delivery receipts, and Jira automation/reminder messages were cleared or annotated to reflect the reconciled state. High‑demand/backorder submissions and automation messages were tracked via Jira and the IT Service Portal until refurbisher receipt and provisioning were confirmed. Vendor pickup conflicts with on‑site operations were managed by identifying local on‑site contacts, recording confirmed pickup/cut‑off dates in the ticket, advising refusal of pickup when operational needs required the device to remain on site, and arranging or rescheduling vendor appointments. Where carrier scan events were ambiguous (for example “not accepted at location”) or recipient notifications arrived via private email addresses, courier visit and notification discrepancies were investigated by confirming tracking details with colleagues, asking on‑site staff which carrier visited, verifying official recipient contact information, and documenting the notification channel in the ticket. All tracking numbers, refurbisher/warehouse confirmations, claim references, delivery notes/invoice attachments, photos, and updated inventory entries were recorded in tickets and Inventory360/SmS; tickets reflected custody, holding, or reassignment decisions when shipments or pickups were deferred or returned devices were repurposed.

Procurement and staging: Replacement hardware, docks and specialty peripherals were ordered through approved channels, matched to locale/keyboard and required ports/displays, staged when necessary, and shipped with tracking or expedited options. Inventory and asset records were updated when serials changed; asset tags and serials were recorded. Where users missed device‑verification deadlines, support scheduled follow‑ups, prepared a second imaged spare when required, and coordinated regional or on‑site handovers.

Returns, custody and loaners: Departing users returned devices and power accessories to Helpdesk custody for reimaging, license deactivation and reassignment. Loaner hardware and temporary retention were tracked in labeled, locked storage; returned‑device receipts and shipment tracking IDs were logged and return‑portal/browser compatibility issues were noted.

Ticket intake and triage: Misclassified tickets were converted to service requests and inventories were reconciled when multiple devices appeared assigned. Administrators and license owners were notified when swaps required pilot/EPM allocations. Tickets reporting identity/OOBE, provisioning or imaging failures were routed to identity, imaging or advanced support teams with collected logs and symptom descriptions.

Provisioning and identity/OOBE: Devices were enrolled in Company Portal/Intune or Jamf/Apple Business Manager using corporate credentials; first sign‑in over wired Ethernet improved Autopilot/OOBE reliability. Interrupted identity/OOBE states — persistent Autopilot “You’re 100% there,” Okta/MFA interruptions, and BitLocker recovery prompts — were documented and resolved by reimaging, re‑enrolling, or escalating to identity teams. Recurrent desktop OAuth/SSO timeouts and YubiKey failures were escalated; in one case a YubiKey reset was performed and a replacement laptop was shipped when hardware authentication remained unreliable.

Imaging, recovery and OS images: Legacy Windows devices were reimaged to standard builds and had firmware updates applied before redeployment. SCCM/WinPE task sequences that ran without required drivers caused destructive partition removal and failed deployments; affected devices were retrieved for offline recovery, partition/boot restoration or vendor recovery images. Repeated Windows 11 image deployment failures were handled by falling back to a full Windows 10 rebuild followed by update cycles and Office activation; unresolved failures were returned to refurbishers or exchanged. Vendor recovery tools (Dell SupportAssist OS Recovery, Dell Command Update, Lenovo System Update) were used where applicable.

Windows Update, drivers and peripherals: Devices that stalled during updates — including prolonged “Please keep your computer on” messages or 100% shutdown hangs — were monitored for extended completion, retrieved for hard resets or vendor recovery, or exchanged when update loops persisted. Peripheral compatibility problems (DisplayLink, docking‑station port/power mismatches, Thunderbolt capability differences, controllers and firmware) were addressed with vendor driver/firmware updates, toggling controller/TBT firmware settings, or replacing docks and cables when drivers were insufficient. USB issues were triaged between policy‑blocked mass‑storage and local driver/hardware faults; resolutions included policy checks, firmware/driver reinstalls or device replacement. Consumer/home‑office printers lacking Windows 11 drivers were recorded as migration blockers; in at least one case the user retained the old Windows 10 laptop for local printing while a new compatible device was ordered, and the issue remained unresolved pending vendor/driver availability or replacement hardware.

Managed apps, licenses and data migration: Managed applications that failed due to installer authentication were redistributed through Company Portal (Windows) or Jamf so installations used managed authentication paths. Privately licensed software issues were resolved by deactivating licenses on old devices or permitting license‑manager actions after inventory updates. User data (Outlook/Teams profiles, browser bookmarks, Zotero libraries) and OneDrive sync states were restored via automated profile transfers, IT‑assisted manual migration, encrypted external SSD/HDD transfers with documented precautions, or cloud restores; mapped network drives and printers were reprovisioned or ticketed to backend teams.

Staging and language/local settings: Devices prepared for shipment were sometimes reimaged and configured using the local Administrator account to install and activate language packs or change system/display language before handover. Vendor update tools and Windows Update were run to apply drivers and firmware prior to shipping.

Operational outcomes and lessons: Win10 Smart Support, SCCM logs and vendor recovery tools were used for cleanup before decommissioning old devices. Documented fallbacks (reverting failed Win11 deployments to full Win10 rebuilds), explicit tracking of missing security agents after rebuilds (examples where Sophos was absent), logging persistent update‑stall instances, and recording authentication hardware faults (YubiKey/Okta) improved triage and escalations. Shipment tracking IDs, return receipts and hand‑over confirmations were recorded for all exchanges.

Assets were located by serial number and inventory changes were recorded; previously ordered devices were reused where possible and returns were arranged and logged instead of placing unnecessary new orders. Off‑procurement devices were verified against reported owners and affected staff were instructed to submit formal hardware requests so IT could reconcile asset records and import missing users into Okta to apply provisioning mappings. Where identity or provisioning gaps blocked reassignment, missing users were imported into Okta and provisioning mappings were applied; MacBooks were erased and removed from Jamf and Apple Business Manager only after HR approval was recorded. Mobile device transfers that were hardware-only and where the handset had not been signed in by the previous user were handled as inventory-only reassignments (carrier/Conbato records were not changed) and pickup logistics were arranged locally. Office relocations and site exits were resolved by comparing origin and destination inventories, transporting laptops, monitors, docks and peripherals, staging equipment in lockable on‑site storage or boxed storage by movers when required, reconnecting peripherals and remapping network printers, and palletizing/staging surplus lab devices for pickup with inventory reconciliation prior to handover. Network hardware moves included dismantling equipment, coordinating access when areas remained partially occupied, scheduling re‑cabling for access points, and pausing monitoring during planned network removals to avoid false alerts. Printer scan/access problems were resolved by verifying or updating AD group memberships and remapping Ricoh/Canon devices. Large or heavy devices were assessed for physical constraints; when stair‑carries or specialist handling were required, vendor or contracted mover involvement was arranged and the device was reconfigured at destination after transport. AV installations requiring electrical or facilities work (for example fixed ceiling projectors) were triaged to facilities/electrician and closed as non‑IT work when appropriate. Specialized cases — infoscreen boxes (ViewNeo), MediaLab iMacs, and 3D printers — were escalated to the appropriate vendor, facilities or MediaLab owners for parts, assembly or firmware/software updates. Requests conflicting with device‑transfer policy were communicated to requesters and closed when transfers were denied; employees seeking to acquire devices at end‑of‑employment were directed to HR/accounting before IT performed any technical handover.

The accidental Windows 11 test flag was disabled immediately to stop further pushes. Impacted endpoints followed two remediation paths: devices required to remain on the corporate Windows 10 image were returned to that image; devices assessed as compatible were reprovisioned to a supported Windows 11 configuration. Temporary mitigations such as restarts restored visibility of local drives and folders in several cases; IT verified OneDrive sync and ensured Documents/Desktop content retention before any reprovisioning or hardware replacement. Where authentication/login failures or severe responsiveness issues occurred, on-site or remote interventions were performed to restore sign-in functionality and improve responsiveness; outdated hardware was scheduled for replacement (examples included Dell Latitude 5450 replacements). Font-cache restoration was attempted when corruption was observed; persistent corruption or user preference led to device replacement and procurement (PO‑006059, PO‑006064, PO‑006275 and additional orders). IT corrected shipping/address errors, issued return labels, and used SmartSupport return channels when applicable. For reprovisioned or replacement devices IT completed standard onboarding: corporate image deployment, Office 365 availability, re‑establishing OneDrive sync, re‑provisioning or manual installation of applications when Company Portal/Intune entries failed (for example Teams), and configuring network interfaces and local peripherals. Remote‑assistance tools (TeamViewer) were used during troubleshooting. Outcomes were restoration to the corporate Windows 10 image or delivery and provisioning of supported Windows 11 devices with correct OS state, working OneDrive sync, and restored application and network functionality; a small number of devices temporarily retained a Windows 11 state until scheduled reinstallation.

Automation for Jira and the IT Service‑Portal performed as configured: requests that required manager or cost‑center approval entered a pending‑approval state, automated reminders were sent, and after the 14‑day approval window with no approver action the automation marked requests as declined and closed the tickets, which prevented procurement from being triggered. In matched incidents IT staff cleared blocks by manually approving requests or reassigning cost centers when approvers were unavailable; those manual actions allowed procurement to create purchase orders (examples: PO‑005924 and PO‑012608) and devices were ordered and shipped (UPS). For mobile‑replacement cases an approval was granted and Automation for Jira forwarded the order email to the external provider (Conbato) and the IU Group mobile orders mailbox; Conbato sent order confirmations to the contract owner. Where an initiated Windows/Dell order changed to a non‑standard MacBook the original PO was cancelled, a new procurement request was raised, and asset management coordinated return/refurbish of the initial device plus shipment of the replacement and requested cables/adapters. Additional incident findings included approval routing stalls caused by missing onboarding/account records in downstream interfaces (logged as 'User not on interface'), cases where membership in Windows/Intune/Azure AD groups did not prevent requests remaining in awaiting‑approval and timing out, and inventory allocation conflicts when requested monitors or peripherals were already assigned; these situations required onboarding/account fixes, manual approvals, or replacement/reallocation. Newer examples documented that certain job‑profile or device classifications (for example 'Power' devices) were not authorized for IT budget funding and therefore required cost‑center charging, which introduced extra approval steps that staff resolved by reassigning cost centers or manually approving to enable procurement. Systems implicated across these outcomes included the IT Service‑Portal, Automation for Jira approval workflow, procurement/PO processing, external mobile order provider Conbato and IU Group mailboxes, Workday entitlement checks, Windows and Mac provisioning pipelines, Azure AD/Intune/Company Portal, OneDrive/SharePoint, asset/inventory management, onboarding/provisioning interfaces, and integrations with myCampus, Salesforce, Twilio, and D.vlop.

Support confirmed company policy prohibited direct handover of issued corporate phones but did not forbid using a personal device with a corporate eSIM; when a user requested an eSIM on a private Android device (Pixel 4), support generated and provided the eSIM activation QR code and the user completed eSIM setup successfully. Replacement-device scenarios were handled by issuing a replacement to the intended user while preserving the existing phone number; procurement and approval steps were completed via Automation for Jira and IU Group / Conbato ordering channels with Workday job-profile entitlement checks applied before fulfillment. The telephony team executed number-continuity actions as required — physical SIM swaps, eSIM provisioning/transfers, direct device-to-device eSIM transfers, and carrier-to-carrier migrations (for example Vodafone→Telekom). Where eSIM provisioning was used, Conbato or the provider generated eSIM activation artifacts (QR codes) and sent them by email; support reissued QR-code emails when attachments were missing or previously issued QR codes had expired or returned “no longer active” on import. MDM and corporate provisioning were applied to replacement devices; inventory-sourced exchanges were offered with pickup or delivery when available, users removed personal Apple IDs and prepared old devices for return, vendors reviewed entitlement before fulfillment, and returned devices were deprovisioned from inventory. Apps relying on device- or number-bound credentials (notably Microsoft Authenticator and Signal) required re-provisioning or re-verification on the new device. Support advised keeping business and private content separate when a corporate eSIM was imported onto a personal device.

Support verified the Creative Cloud account context and resolved the issue by signing the user out of Creative Cloud and re-authenticating with the IU organizational account via the institution's SSO (Okta). The Adobe account had been linked as a personal account, and after switching to the organizational account the Acrobat Pro install option became available and the application could be installed.

Replacement Windows 11 hardware was provisioned and shipped when the prior Windows 10 device was confirmed defective. Where replacement devices (or the original device image) arrived with the wrong physical or OS keyboard layout, sign-in was completed using the on-screen keyboard and then the regional keyboard/input locale was added in Windows Settings (Time & Language → Language/Input), which resolved Z/Y swaps and missing AltGr characters (for example @). In several investigations the original device was inspected and found not defective but simply configured with the wrong layout; those devices were reset and reassigned. When Okta blocked adding other MFA methods by requiring a local Windows Hello/passkey, a Windows Hello/passkey was created on the new device so Okta then allowed adding additional verification methods. Microsoft Authenticator was re-registered by using Okta’s Add Factor flow while signed into the session that had the newly enrolled local Windows Hello/passkey; that flow produced the authenticator enrollment QR/code and completed registration. For cases that returned a localized Microsoft-account sign-in error (for example “user oder passwort nicht korrekt”) while self-service password reset was unavailable, an administrator removed the user’s existing authenticator registration and initiated a password reset; after the password change the user could sign in to the Windows 11 device. When OneDrive cloud-only storage did not meet requirements, a local on-device drive was provisioned and hardware accessory requests (for example docking stations) were processed as part of replacement provisioning. During some investigations a device serial number was not present on the device image/label; that was logged during asset reconciliation.

iOS and macOS enrollment and provisioning failures were resolved using targeted recovery, reimage, re‑enroll, and replacement workflows, and by escalating to replacements when hardware or recovery proved unmanageable. For iOS, technicians attempted device recovery using recovery‑mode workflows and performed hard/factory resets (device‑specific button sequences and wipes), documenting iTunes/Finder interactions and SIM presence; devices that remained stuck at MDM enrollment (for example showing “timeout on request”), would not boot, or did not expose a serial number were flagged as inactive/unmanageable and replaced after manager approval and coordination of hardware return/shipping. Where device setup failed because the device could not complete Apple ID or app‑installation flows (for example allowing only Okta dashboard access and preventing WhatsApp Business installation), IT confirmed an Apple ID was required to install the app; resolution in those cases included provisioning a replacement device registered to the user’s name so an Apple ID could be used, and returning the problematic device. For macOS, when machines did not appear in Jamf inventory or DEPNotify failed — preventing Self Service and required apps — teams engaged Jamf/JAMF Pro support, performed a clean macOS reinstall, and re‑enrolled the machine in Jamf; once reimaged and re‑enrolled, provisioning and package installation completed successfully. Devices delivered in poor physical condition or with unexpectedly high battery cycle counts were returned and replaced after approval; when replacement hardware had Apple Business Manager enrollment performed only after delivery and appeared as self‑registered, technicians reset/reimaged and re‑enrolled the devices so correct ABM/Jamf provisioning and user login applied. Escalation to device replacement was used when local recovery or reimage did not restore successful MDM enrollment or when device hardware condition, performance, or boot/identification failures made the device unserviceable.

The support team confirmed the Box had a network connection and removed the old device record from the ViewNeo management system. On the physical device a mouse was used to open the top-right settings menu and the device was unregistered from the Box UI. After unregistering the old instance, the Box was reconnected to the TV and reinstalled; it then played the correct playlist.

Requests for non‑standard hardware were routed to the cost‑center approver and recorded with the user’s reported symptoms and justification, including both technical incompatibilities (WSL2/Docker/Hyper‑V instability, slow containerized ML/Kubernetes performance, VS Code extension lag, Windows file‑locking errors, audio toolchain failures, and CUDA/ML library incompatibilities) and non‑technical reasons (usability or skill mismatch with Windows). When approvers denied non‑standard devices, requests were marked "won't do" and ergonomic or accessibility alternatives (for example external monitors) were documented. When business justification and approval were granted, teams procured or reallocated hardware and captured purchase orders, shipping/tracking, serial numbers and exact model/configuration: M‑chip macOS models when mac workflows were acceptable, or Windows 11 laptops with dedicated NVIDIA GPUs (RTX 4060/4070/4080) when CUDA/LLM experiments required hardware acceleration; RAM and SSD sizing (including 1 TB and 32–64 GB options) and keyboard/layout needs were recorded. For Mac users who needed Windows‑only applications, Parallels plus a Windows license was procured and recorded. Temporary admin‑rights requests and elevated‑privilege needs (for example to install Docker Desktop or developer tools) were documented and handled or escalated per policy. Unmanaged or Jamf‑incompatible corporate Macs were replaced and decisions recorded. Assets present in Jamf but absent from Inventory360 or the return portal were escalated to asset management for serial‑number reconciliation, return/shipment arrangements and inventory correction. Procurement notes captured budget arrangements when users offered to cover price differences (incubator budget or departmental top‑up), reallocation of spare inventory for urgent deliveries and expedited replacements for Windows 10 end‑of‑life or accelerated migration requests; final dispositions consistently recorded the affected systems, procurement/approval path, accessibility/ergonomics notes and asset identifiers.

Jamf enrollment had completed but the macOS account was mapped to the local short username rather than the email-format username. Affected users signed in by entering their short local account name (for example, "gemma.lewington") with their existing password; the login succeeded and the device became usable. Some deliveries also displayed an 'IU Remote' access prompt or an 'Internal Error' message at first boot, but affected devices were still resolved by signing in with the short local username when the account mapping was the cause.

Support provisioned and imaged replacement Windows 11 devices, clarified return logistics and refurbisher access, and addressed sync/availability and file‑integrity incidents caused by migration timing and account scope. Support verified the user’s Azure/Office 365 account, tenant/site scope and whether personal OneDrive locations were being used; located files that had been saved to the wrong OneDrive account; and used remote sessions (Teams/TeamViewer) to sign users into the correct account and retrieve or move files when direct transfers were blocked. Support advised that OneDrive sync could take significant time, checked files via Office.com/SharePoint web UI, prioritised or staged uploads so time‑sensitive files were immediately available on the replacement device, and compared local copies with cloud storage. For Office/PowerPoint open errors support compared the local file with the web copy, inspected Recycle Bins and OneDrive/SharePoint version history, recovered or re‑downloaded older versions where available, and restored files from cloud copies when the local copy was incomplete or corrupted. When external media were blocked on replacement devices support used remote access, authenticated cloud access or staged uploads through Office.com to transfer files. Application‑specific risks were documented and mitigated: databases (for example Zotero) and other application data were treated as at‑risk when stored inside active sync folders, preserved as exported backups and migrated outside sync folders rather than left inside them. For very large media or video‑editing projects support preserved local media on the old device, used targeted or staged uploads and prioritised critical files to reduce long transfer times and local performance impacts. Support recorded device rename/asset‑tag differences and used serial numbers/asset tags for provisioning and returns; tracked logistics via Company Portal and carrier tools and provided alternate submission paths when portal links were broken. Hardware/accessory pairing and compatibility issues were logged with hardware teams and refurbisher/monitoring status was recorded when applicable.

Support confirmed return and shipping addresses with users, requested readable tracking numbers or QR codes, and checked refurbisher and courier portals (including Smart Support) for receipt records. When tracking numbers were unreadable or not yet registered, staff reconciled returns using alternate shipment metadata — for example asset tag, user identity, and order/shipment records — in the refurbisher/courier systems and logged or located the device there. Device receipt was recorded in the IT service portal once the refurbisher registered it. Communications to users noted expected delays when Windows 11 devices were in short supply and provided updated timelines for replacement provisioning, asset‑tagging, and shipping/return status.

Procurement and ordering: Purchase‑order numbers, vendor lead times, approval routing, and timeline notes were recorded in ticket history and cross‑checked against existing requests and inventory to avoid duplicate orders. Procurement manually escalated approvals and documented non‑standard lead‑time exceptions; tickets that remained unprocessed due to device shortages or backlogs were annotated so fulfillment could be completed and ticketed when stock arrived. Order records were audited for missing or re‑formatted recipient names after discovery that the order‑management software sometimes omitted full names; correcting recipient naming and address details reduced carrier holds and repeated delivery postponements.

Shipping, delivery coordination, and cancellations: Carrier tracking (FedEx, DHL, refurbisher feeds) was attached to tickets and shared with users. When carriers reported repeated “delivery today,” false‑delivered statuses, or returns‑to‑vendor, staff reopened carrier investigations, confirmed returns with refurbishers, and arranged rebookings, expedited replacements, holds/reschedules, local drop‑offs, or cancellations when users were unreachable. DHL/package‑location searches and refurbisher confirmations were logged when packages could not be located after a delivery confirmation.

Returns and refurbisher portals: Prepaid return labels and return requests were recorded with timing and packaging steps. Where refurbisher portals behaved incompatibly with certain browsers (notably Firefox), portal workarounds or alternate return‑label provisioning paths were used and noted in the ticket.

Inventory reconciliation and asset records: Discrepancies between carrier/refurbisher tracking and internal asset records were reconciled by confirming deliveries and returns with refurbishers and return systems, updating inventory and asset tags, and logging refurbisher confirmations. Jira monitoring rules and ticket automation surfaced stale asset states and captured automation notifications related to shipment and ticket inactivity.

Provisioning and OOBE: Observed long Windows Update runs during OOBE were documented as often completing without explicit errors; intermittent provisioning failures were retried, broken provisioning links were escalated to provisioning teams, and documented local provisioning routes were retained as fallbacks. Tickets captured EntraID account assignments and Windows 10 build numbers (for example 10.0.19042.x) when devices were flagged as EOL or Win10‑only for policy reasons.

User data and return preparation: Users were advised to back up personal and work files to IU Personal OneDrive, Personal Home drive, or Teams/SharePoint and to move files into Documents and Desktop so OneDrive captured them during sync. Refurbisher‑specific wipe/return requirements and factory‑reset guidance were recorded. Requests to keep the old device accessible (for example to preserve a local drive copy or postpone remote wipe) were accommodated by delaying remote lock/wipe until returns or delivery status were confirmed.

Records and hardware notes: PO references, procurement notes, delivery/tracking notifications, return‑label provisioning, refurbisher confirmations, courier investigation outcomes, and scheduling constraints (travel/leave/contract end dates) were retained in tickets. Docking‑station compatibility, accessory inclusion (chargers), keyboard/layout requirements, and when longer lead times applied for non‑standard form factors were verified and documented. Stable wired Ethernet or reliable internet during initial setup was recommended and recorded in ticket notes.

A Windows 10 Lenovo that had stopped receiving security updates was replaced with a loaner MacBook Pro when Windows 11 was not available for the user's media-production workload. Procurement ordered the Mac (loan or purchased via supplier) and confirmed shipment/tracking when the device was dispatched; supplier-delivered devices were handled the same way for tracking and onboarding purposes. IT communicated loan terms, asset-handling and return expectations and allowed users to keep the original Windows device until the defined loan return date to avoid immediate shipping. IT clarified that the macOS desktop did not automatically replicate the corporate OneDrive desktop layout and that macOS versions of requested applications might differ; IT offered either to pre-install requested macOS applications (for example, Adobe Photoshop and conversion tools) before shipping or to let the user install them locally after receipt. For users who received new Macs and were unsure about setup or transferring data from an old Mac, IT referenced the IU IT onboarding documentation (Confluence), confirmed available backup and migration options, and offered hands-on assistance to follow the internal onboarding process.

Support contacted the user via their IU email and reproduced the symptoms: interactive Windows logon failed with 'password incorrect' when the device was on the campus corporate Wi‑Fi, cached/offline logon succeeded but network resources (printer, OneDrive, Company Portal) were unavailable, password-change attempts failed, and VPN authentication returned a generic failure. Because the device was not reliably usable, support approved and ordered a replacement Windows 11 Lenovo notebook (PO-007900) with priority shipping; shipping details and return packaging instructions were communicated when the replacement dispatched. The asset-return/order portal path (Abdeckung → Rückgabe → Auftrag) was used to manage returns; support noted the portal form did not work in Firefox for this user. A temporary campus loaner was used in some cases and was recorded as having battery warnings, missing Microsoft Office, and inability to download apps. The user received basic setup guidance for the replacement (network connection and initial provisioning) and the incident was closed after the replacement was provisioned and return logistics completed; the replacement restored a fully managed, working environment.

The device’s physical status and serial were verified, then the Autopilot/Intune records were recreated and the device was re-imported into the Autopilot deployment (hardware hash/serial remapped where necessary). Intune enrollment was restored and Inventory360 was updated to reflect the correct device and disposition. Where the assigned user had left the company, the asset was routed back to the refurbisher and the inventory/asset tags were reconciled with Smart Support monitoring and automation to stop false 'not in use' alerts.

Replacement Windows 11 devices were issued and users received Windows 11 onboarding documentation and guidance for backing up data to IU OneDrive or Teams/SharePoint. IT monitored inventory and vulnerability scans (including Security Center) and contacted flagged users and their teams (commonly via Microsoft Teams or email) to confirm device status, shipping/address details, or that a replacement had already been issued; tickets were closed when migration or reassignment was verified. Automated and manual reminders were issued for uncommissioned replacements; when users did not initialize new hardware, Smart Support reassigned equipment to alternate staff and user accounts were deactivated or marked departed per policy. Asset-inventory discrepancies were resolved by reconciling serial numbers and vendor records (including new Dell units), removing prior-owner associations, and updating asset-database entries so new hardware could be commissioned. Returned devices were processed through coordinated refurbisher returns (return labels, shipment tracking, and inventory updates) or by local wiping and reimaging for storage or further disposition. For devices that were offline or could not be located and that were owned by deactivated/ex-employee accounts, ITOPS contacted the user’s team to attempt recovery, scheduled follow-ups as needed, and placed the device in network isolation so it could not rejoin corporate networks until a reimage was performed. For learning-area kiosks and TV-display devices IT performed inventory analysis, coordinated with site personnel to bring offline devices online in TV-management systems, used Lenovo Service Bridge and serial numbers to reconcile records, deployed Microsoft Defender or scheduled replacements when required, and updated incomplete location records with cloud-operations and site-support involvement.

Affected Lenovo and Dell notebooks and mobile workstations were resolved primarily by full device replacements or on‑site hardware exchanges. IT procured and tracked replacements (purchase orders and refurbisher details), prepared and shipped reimaged devices (home delivery or user pickup), issued courier return labels (FedEx or DHL) and recorded shipment tracking and return‑box/label information; returned devices were confirmed received before ticket closure. Replacements included equivalent models or alternate platforms when approved; replacements were confirmed operational—commonly via a Teams setup session or onsite handover—and users received first‑login/onboarding documentation. During handovers IT performed data migration and re‑enrollment tasks (OneDrive personal/team re‑enrollment, Company Portal enrollment), captured provisioning details (user keyboard layout, shipping destination), and adjusted inventory and Windows 11 group assignments when devices were upgraded. Troubleshooting that had been attempted and documented (OS/driver checks, Lenovo System Update and BIOS updates, emergency reset/pinhole attempts, screenshots/log capture) generally did not restore reliable operation, so intermittent faults (including charging/power‑jack failures, reduced battery life, overheating, docking/USB‑C port faults, external monitor incompatibility, Explorer/taskbar freezes, Wi‑Fi/audio/input device failures and camera defects) were treated as hardware faults and resolved by replacement or onsite exchange. When replacements exhibited follow‑up issues (poor battery life, degraded performance, distorted camera image, application/installation errors or missing license visibility), procurement and supplier channels were engaged and reshipments or further onsite exchanges were arranged; monitors and other peripherals were handled and shipped separately on request.

Leadership mandated device replacement for the Windows 10→Windows 11 migration and device‑refresh cycles; in‑place upgrades and private buyout/retention requests were handled as policy exceptions and escalated to the exception review board when business justification or cost‑center approval was provided. Replacement requests were routed through the IT service portal; portal automation (for example, tickets auto‑closing after 14 days) was monitored and escalated to reduce user confusion. Laboratory testing identified specific Lenovo models as unsuitable for continued Windows 11 support and a migration to Dell hardware was recommended; users already holding approved Dell devices were not required to replace them. Docking stations were retained by users by default and were only exchanged during provisioning when explicit compatibility rules or replacement policies required it. Reported application issues (for example, Zotero failing to sync) were investigated and attributed to OS behavior rather than hardware capability. Private purchase or permanent retention requests were denied under the asset‑management lifecycle policy unless a cost center or HR approval was documented; approved exceptions were escalated and tracked. When replacement timing overlapped imminent employment termination or Windows 10 end‑of‑support, exchanges were deferred, prioritized, or escalated to specialists and IT coordinated with Security, Microsoft, and SmS for asset handling; SmS‑managed devices were tracked accordingly. For macOS devices that could not be reimaged on site, IT removed device enrollment from Apple Business Manager/Jamf and coordinated a factory reset and transfer workflow before completing disposition, and documented serial numbers and shipping arrangements. Inventory and provisioning policy mismatches (for example, only Intel MacBook Pro stock available while policy favoured Apple Silicon) were clarified with stakeholders, and exchanges were deferred or escalated when stock could not meet policy constraints.

Multiple incidents were traced to the local workstation environment rather than the cloud applications. Support observed a range of workstation‑specific failures: browser rendering as blank or missing CSS (Chrome), slow loading of web apps (Salesforce, email), call failures in Teams and Twilio, and repeated browser/application crashes or hangs. Clearing browser cache or using private/incognito mode did not resolve the failures. In several cases the affected devices had failed to contact the corporate Active Directory domain and displayed sign‑in errors (e.g., “my domain is not available”) and a “Windows not activated” watermark; restoring domain contact (on‑network or by establishing a VPN session before sign‑in) allowed Windows activation to complete and normal browser and application behavior returned. Intermittent domain connectivity was observed to coincide with broader application instability in some incidents. When domain contact/activation did not rectify symptoms or remote triage indicated a faulty device (for example, a Lenovo Windows 10 workstation where the technician arranged immediate replacement), workstation replacement was used as the fallback resolution. Problems could not be reproduced on support machines and vendor support did not provide additional remedial actions in these cases.

Cases were resolved through the company’s established approval, procurement and fulfillment workflows. Eligibility and approvals were recorded via Automation for Jira and Workday job-profile entitlement checks, with manager approvals noted in ticket records when present. After approval, support procured device-only replacements and requested accessories by submitting orders from the mobilfunkbestellungen mailbox to vendor Conbato; Smart Support GmbH handled order fulfillment and managed device returns. Replacements covered smartphones and tablets (examples recorded include iPhone 15-series upgrades and replacement iPads) and were selected to match user preference and job-function (for example avoiding reissuing small-display SE units when higher-performance models were required for AI-tool compatibility). Existing eSIMs were retained and migrated to replacement devices on request. Procured accessories included charging cables, wired headphones, AirPods Pro 2, protective cases and screen protectors. Vendors supplied order confirmations and shipping/tracking notifications; outbound shipments used DPD and return logistics used DHL, and support forwarded tracking numbers to employees. Defective originals were processed through the standard asset-return procedure and logged in procurement/asset records; users were instructed to return devices via Smart Support’s device-return portal (iu-staff.smartsupport.de/service/device...) or with provided DHL return labels. Support captured portal-submitted shipping details for devices ordered through the "Neues Mobilgerät" IT Service Portal (Jira Service Management). Tickets were marked resolved after replacement shipment and return tracking were recorded.

Cross‑platform replacements and accessory‑only adjustments were coordinated end‑to‑end between procurement, local inventory and IT asset management and documented in ticket history. Cost‑center approvals were confirmed before placing Mac orders and required applications were checked for macOS compatibility; telephony apps (for example Vonage/Twilio) were evaluated case‑by‑case. When applications required on macOS were absent from IU Portal/Self Service (examples: think‑cell, Wispr Flow, Cursor), license requests and packaging tasks were raised and the apps were added to Self Service or installers/licenses were provided via the App Store or vendor channels. Multi‑monitor and dock compatibility (including DisplayLink) were validated prior to ordering; where DisplayLink Manager on macOS required local admin credentials, temporary local admin privileges were granted via the IU Self Service app or IT installed drivers centrally, and alternative docks or native‑display laptop models were supplied when necessary. Replacements were fulfilled by ordering from suppliers or allocating on‑hand stock; devices were prepared, imaged and enrolled in Company Portal before handover. Enrollment or provisioning failures and devices missing from Inventory360/Azure AD/AD/JAMF were reconciled by re‑enrolling, reimaging and manually asset‑tagging devices and updating identity/inventory records. Corporate Wi‑Fi connectivity issues (for example CPG‑CORP in Munich) were addressed alongside enrollment reprovisioning and local IT to restore network profiles and access. OneDrive/SharePoint backup guidance and third‑party installation guidance (for example advising users to obtain Adobe Creative Cloud from Adobe) were provided. Local pickup appointments were arranged where applicable and shipments tracked via UPS; when return logistics failed, shipping labels were reissued or alternative drop‑off arrangements were made. Denied temporary admin rights were resolved either by users obtaining temporary local admin via IU Self Service or by IT accepting devices and performing central resets/wipes. Procurement approval delays and pending exchanges were tracked in ticket history.

Supplier-initiated the replacement order and the carrier produced tracking and a customs/duties payment notice while clearing the shipment. Support confirmed the order and tracking information, advised that supplier responsibility for duties varied by vendor and shipment terms, and communicated to the user that support would coordinate with procurement/supplier to clarify liability; the shipment remained in transit while customs/payment questions were being resolved.

Investigation confirmed no malware activity. The runaway document replication ceased after the laptop was disconnected from the shared charging port, indicating the fault correlated with the external power/dock or attached peripheral rather than a software infection. The user continued to access Office online due to local admin restrictions that prevented desktop Office installation; disconnecting from the suspect port resolved the immediate replication symptom and hardware/dock interaction was flagged for replacement or further vendor troubleshooting.

Users reported MacBooks that repeatedly booted into the macOS Recovery Assistant and prompted for a recovery key for a FileVault-encrypted disk, preventing normal boot or OS reinstall. Support attempted recovery steps including supplying the available recovery key and reinstall attempts, and escalated to Mac specialists for hands-on/phone troubleshooting. Technicians determined the issue was caused by a hardware-level defect preventing OS recovery and re-enrollment in device management. A replacement MacBook was approved, ordered, and shipped to the user; users were provided packaging and return-shipping labels/forms and instructed to return the defective unit. Tickets were closed after the replacement was delivered and return logistics were initiated.

Support initially attempted remote sign-out via the owner’s iCloud/Apple ID when devices showed an Activation/Apple ID lock, but remote removal sometimes did not clear the Activation Lock. When the remote clear failed, the team contacted the account owner, obtained credentials, took physical possession of the device, used the owner’s Apple ID on-device to sign out and disable Find My, and then performed the device erase following Apple’s device reset guidance; this cleared the previous Apple ID and allowed the device to be redeployed. For migrations where a user had the same personal Apple ID on multiple devices, support signed the user out of the personal Apple ID across affected devices, backed up the user’s personal iCloud data separately from corporate data, preserved company-managed accounts/profiles, and completed the initial setup of the new device (e.g., iPhone 15 Plus) with personal and corporate data kept isolated so corporate data remained intact and personal data migrated to the new phone.

Incidents were resolved by two distinct paths depending on root cause. In intermittent cases support instructed users to retry sign-in after a short delay (approximately five minutes); the OOBE/Azure AD join then completed and no further remediation was required. Persistent failures were resolved by cleaning up conflicting or stale device objects in Azure AD and Intune, re-importing the correct vendor-supplied hardware hash into Autopilot, and re-targeting the Autopilot/MDM profile so Intune auto-enrollment applied. Support also confirmed the user had a valid Intune license and appropriate MDM user-scope and reviewed Conditional Access/SSO settings to ensure Okta-authenticated sign-in did not block Azure AD join. After re-provisioning the Autopilot record and re-enrollment, OOBE completed and platform-installed applications finished without error.

The case was escalated to Client Management, who identified a faulty Software Center and initiated a reinstall of the SCCM client to restore application deployment functionality. Once the SCCM client reinstallation was running, Software Center was able to accept deployments and Chrome was pushed. Technicians also documented that LAPS password retrieval was blocked by role/permission limits and required involvement of LAPS-privileged staff to obtain the local admin credential for any further on-device troubleshooting.

The automated shipment was placed on hold and the case was escalated to HR/Identity Management to confirm the user's employment end date and active status. Support staff reconciled the discrepancy between Atlassian and M365 records (confirming which identity entry was authoritative) and then either cancelled the replacement or resumed provisioning according to the confirmed contract status. The pause prevented an unnecessary device delivery while identity status and contract termination were clarified.

Support collected the Mac serial (C02D1GNAMD6M), confirmed the device had not contacted Jamf since 2022, and provided a one-time unlock PIN (134081). The user started TeamViewer for remote inspection and the one-time PIN successfully unlocked the Mac after the automatic update. Access was restored via remote support; Jamf check-in absence was documented for follow-up.

Both classes of failures were resolved by approving and performing device exchanges. When the internal display was black but the system responded over external ports, user data was retrieved via the external connection before an on-site device swap. Power/charging failures (including cases where the charging port did not charge and the charging/port LED did not light) were resolved by ordering replacement laptops and shipping exchange units to the user’s delivery address (purchase orders were created and processed). Failures to connect to external displays (HDMI no-output) and repeated docking instability across multiple docks were likewise resolved through device replacement; replacement units were set up and verified (technician-assisted setup and Intune enrollment were recorded where applicable). Replacements were verified as operational and the incidents were closed.

Affected devices presented as a failing or intermittent/wobbly USB‑C connector on Lenovo ThinkPads (example: T480, Windows 10) that caused dock/charger/monitor dropouts or required wiggling the plug to reconnect. Support tested the alternate USB‑C port; when the second port functioned the immediate connectivity issue was mitigated. For confirmed hardware faults or if the alternate port also failed, IT documented the fault and arranged a hardware replacement. Replacements were coordinated through the IT Service Portal and an expedited on‑site swap/local IT office option was offered. In cases where the device warranty had expired, IT still processed a hardware replacement when further faults were confirmed. Users were informed that personal/private devices were not authorized for corporate use and that purchases or reimbursement requests for private devices were declined.

Affected units were resolved by replacing the hardware rather than relying on temporary mitigations. IT conducted in‑person device swaps at regional offices (scheduled pickups; examples included Munich) and shipped replacements via logistics partners (LIBF and common carriers such as UPS); outbound transit was typically a few business days and tracking information was provided. Return shipping used preprinted return labels (DHL or UPS) and in several cases covered the device and charger. MacBook replacements and procurements were processed through the Service Portal with the lead set as approver and the correct cost center; IT corrected approver/cost‑center data when required and obtained approvals before ordering. Orders were fulfilled to the requested configuration or the nearest available configuration and loaner/spare laptops were issued while repairs or exchanges were pending. Users signed into new devices using the “Other user” option so existing accounts could be reused; files normally synchronized via OneDrive and IT provided assisted migration over Teams when required. Incidents that included persistent overheating or loud fans, thermal throttling or shutdowns, severe slowdowns or multi‑minute freezes under combined workloads, WLAN adapter failures, severely reduced battery runtime or deep‑discharge behavior, or intermittent display blackouts were handled by replacing or exchanging the device rather than applying only temporary measures (for example external coolers).

IT resolved reports of missing or unavailable on-site workstations by issuing devices from local inventory and performing in-person handovers or on-site deployments across campuses. For individual handovers, IT reviewed ticket history to confirm preparation, issued the prepared workstation from inventory, and handed it to the recipient (examples: device issued to Lina Kunrath on 2024-07-25; handover completed by Michael Schumacher on 2024-10-25). For communal or learning-area requests, IT coordinated appointments, staged and configured available devices at an IT staging location (for example, Leinfelden‑Echterdingen), transported prepared PCs to the target site (for example, Freiburg Room 2.14), installed them at the specified desks, and connected local peripherals (monitors, keyboards, mice). Inventory considerations included checking MediaLab iMac availability and other on-site assets before deployment; users confirmed receipt and requests were closed.

IT completed an on-site device exchange: the user booked an appointment, visited the IT office, and IT collected the old Lenovo (SN PF2TRXJB) and issued a new MacBook (IUGM02G235BQ6LT.cpg.int). A Nano Dock / multi-port adapter was offered to enable connections for mouse, monitor and keyboard. The ticket was marked done after hardware and accessory provisioning.

Vendor orders were placed for approved replacement phones and any requested accessories only after cost-center/Workday authorization was confirmed. Orders were entered through the corporate order systems (examples: Gfdb) and, when used, routed to the vendor Conbato; carrier-level shipments were tracked (examples: UPS) and shipping/tracking information was obtained and communicated to users. Provisioning and on-site pickup or handover were scheduled after shipping details and device arrival were confirmed; devices were staged at the Ridlerstraße office (ground floor) and set aside with accessories for pickup. eSIM transfers and any user-facing clarifications about which eSIM/device-selection option to choose were performed as part of the local handover. Device returns were coordinated via the designated return service (SmartSupport) when applicable. Ticket workflows and order/ticket synchronization used the existing Jira Automation paths. Tickets were completed after device arrival, successful on-site exchange, confirmation of eSIM transfer (when required), and confirmation of any return processing.

Replacement or migrated Windows devices were fully reimaged and rebooted, a user signed in and the session was locked, and the machines were left connected to power and the network. After remaining online for several hours (roughly half a day), Intune check-in and Microsoft Defender / vulnerability-management telemetry appeared in the security stack and the devices reported in as expected. Observations spanned Windows 10 builds 10.0.19044.3930 and 10.0.19044.4529 and also occurred during Windows 11 migrations; Intune sometimes showed a device check-in before Defender or vulnerability-management telemetry populated, and no explicit error codes were reported.

Moves and refurbishment relocations were completed by coordinating delivery windows with site handover and furniture/setup and by consolidating related assets so they arrived together. Office hardware (monitors, projector, docking stations and peripherals) was dismantled, palletised when required and moved to designated storage (Waterloohain) by a commissioned mover. Devices were intentionally taken offline and removed from monitoring before transport and re-enabled once physical installation and network readiness were confirmed. Network infrastructure staff provisioned printer TCP/IP ports and network drops ahead of delivery so networked printers and the Bambu 3D printer came online immediately on arrival; the Bambu placement was secured per local lab policy before final installation. Logistics constraints (≤7.5 t vehicle limit and mandatory onsite acceptance) and pallet/handling needs were communicated to carriers and site coordinators, assets were labelled with serials for inventory, and custody/transport details were recorded.

Staff reconciled physical assets against central inventory and custody records: devices were located in the campus EDV cabinet by matching printed pickup labels and Sophos asset references, and users were notified of the confirmed pickup location. Inventory360 records were corrected so each device was assigned to the appropriate user, and the ticketing workflow (Automation for Jira) was used to track the assignment and closure. The handover process was documented to reduce recurrence, including labeling deposits with ticket/user identifiers and ensuring the inventory record in Inventory360 reflected the deposit at the time of handover.

Affected Macs were reprovisioned and enrolled after devices were registered and cleanly reinstalled when they had not contacted MDM during OOBE. Where a Mac was missing from Apple Business Manager/Jamf, support registered the device in ABM/Jamf and then reset and reinstalled the machine so it completed DEP/Prestage and Jamf enrollment. Devices that appeared in a Prestage but never contacted MDM were wiped and a clean macOS reinstall was performed; replacement machines were reimaged and shipped when needed, and original units were reinstalled and re‑enrolled before redeployment. In cases where a device existed in Jamf but showed an empty Inventory entry or lacked a user assignment, operators re‑ran the Jamf sync/import to pull user and device data from the identity provider (EntraID/Azure AD/Okta); this populated user assignments in Jamf and Inventory360 and restored Inventory visibility. For Migration Assistant transfers, support confirmed that the source Mac required an administrator account to authorize the transfer and assisted users who did not know the admin credentials by coordinating reset/reinstall and performing or scheduling the migration as part of the reprovisioning workflow. Support verified that Jamf and Inventory reflected the expected device and user data after the above actions.

Support staff shipped replacement Windows 11 devices (including models such as ThinkPad T490) and tracked shipments and returns using existing portals and automation systems (return/packaging portal, automation-for-jira), including return labels and PO references where applicable. Users received setup and data‑migration guidance and repeated enrollment and shipment reminders; guidance emphasized backing up user data to OneDrive, Teams or SharePoint prior to cutover. Initial provisioning was performed on wired network connections to allow Autopilot/OOBE/MDM enrollment; devices that remained unregistered after delayed OOBE were flagged and escalated to provisioning/management teams for remediation. Support maintained follow-up until the new device was activated and the old device return was completed; tickets commonly reported no explicit error codes during the delay.

Support cases were resolved by confirming whether a Windows 11 replacement request existed and then either processing the recorded request or explaining the phased rollout. Agents directed users to the dedicated Windows 11 replacement request form in Jira Service Management (example: "Windows 11‑Gerät anfordern - Ersatz für Windows 10") and verified or created the proper ticket numbers. Approvals were captured and logged through Automation for Jira; approver entries were added to the ticket and orders were created only after approvals and requested scheduling were confirmed. Ordering was deferred to the user’s requested delivery month when scheduled, and requests were closed after shipment or scheduling actions were recorded. In cases where users had not yet been contacted, agents informed them that notifications were sent automatically and the rollout was phased, so no action or order existed yet.

No technical remediation was completed on the new device. Support advised leaving the old PC running so OneDrive/SharePoint uploads could complete from the source machine; no changes to USB-stick behaviour or a direct download fix on the new laptop was recorded in the ticket.

No in-ticket technical fix was recorded. Support logged the warning and noted the user did not have a docking station; the condition persisted in the reported workflow with no driver/firmware change or hardware swap documented in the ticket.

The issue was resolved after a technician restarted the PC and IT updated the user's enterprise/Azure license. After the restart and license update the Azure AD sign-in completed and a proper user profile was created under C:\Users, enabling Outlook and .ssh directory creation to proceed.

The user ran Windows Update and the vendor System Updater (Lenovo System Updater) and installed two updates noted by the tools. IT recommended checking vendor update utilities relevant to the device; the ticket documented driver/firmware update attempts as the primary remediation step.

Support instructed the recipient to submit a new mobile device request through the company mobile device portal. If the returned device could be forwarded from the refurbisher/returns location, IT offered to arrange shipment; otherwise a replacement order would be processed. The ticket was closed after advising the request workflow.

Support documented repeated application-performance failures and recommended hardware replacement or opening a hardware-order ticket; no in-ticket performance tuning or hardware swaps were completed in these records. Tickets recorded that desktop Excel crashed or reported “not enough work memory” even on 32 GB devices, and Task Manager showed the majority of memory in use by Outlook, Teams, Microsoft Edge and antimalware services while users ran ERP/browser tabs. One set of reports noted that Excel Web performed better than the desktop client for the same files. Separate reports recorded CPU saturation (~80–90%) during large Microsoft Teams meetings or when running parallel CPU‑heavy apps (for example, Miro), producing freezes and long unresponsiveness. Some devices were marked for decommissioning and support advised users to file hardware-order requests; several replacement requests were declined or left unresolved due to approver denial or lack of follow‑up.

IT recommended and ordered a replacement MacBook Pro (14" M4 Pro, 48GB RAM, 1TB SSD). The replacement Mac was delivered to the user, a technician performed provisioning and troubleshooting on the new device, and the Mac was reported to be running. The ticket recorded the hardware swap to macOS as the resolution to the multi‑symptom hardware/OS failures.

The user opted for a hardware replacement and a new Dell was issued; the replacement was documented as exhibiting loud fan noise and unstable browser behaviour. Support identified that required applications (Acrobat, Office) were not present in the Company Portal provisioning state for that device and logged the provisioning gap with the imaging/provisioning team. The legacy Lenovo remained non-resettable because the user account lacked local admin privileges, so the device was flagged for secure handling by the refurbisher/asset team rather than a local wipe. The case was escalated to hardware warranty/procurement for the Dell performance faults and to device-provisioning for reapplying the corporate app package.

Real Estate confirmed a storage location for refurbisher pallets at the rear of building 67 and clarified goods‑reception access. The team scheduled an on-site inventory and coordinated times for refurbisher pickup and contractor access. Contacts and site-plan details were recorded, and plans were made to include iMac updates and 3D‑printer commissioning as part of the relocation workstream.

The incident record captured the theft report and the replacement provisioning state; support advised and recorded the loss for asset-management follow-up. The case required documentation (shipment/return proof or theft declaration) to update inventory and to release the user from return obligations. Asset-management and inventory teams were notified so the asset record could be marked appropriately and refurbisher pickup/return workflows were adjusted to reflect the missing device.