I have a loaner Macbook Air that went out to a student who added his icloud account and now it is returned and it cannot be used. The Air is registered in school manager and mdm but it will not accept any management to reset/reload. Who gets called for help?
Help
Mike
The rest of the story: I am an AASP. The I.T. manager of the local Univ brought the loaner macbook into my shop because of two issues. The borrowing student had added firmware lock and his icloud services to the macbook. Working with Apple Support I was emailed the firmware reset. That got rid of the padlock. Then the 6-place lock appears after the startup. I gave the laptop back to the IT mgr thinking it was now fixable on his end.... The IT mgr called noting that I had not done enough resetting, MDM could not talk to the macbook. He was not able to boot from a flash drive. I called Apple Support and was given machine release email instructions (send in proof of purchase, wait 36 hrs, etc.). In the end, the problem was compounded by the IT mgr's lack of a good bootable flash drive. He brought it back to my shop. I booted to USB flash drive and ran disk utility, deleted all partitions (with permission), and reinstalled a clean Catalina OS. Immediately after connecting to the shop's wifi, MDM grabbed the macbook and took over. Good luck to all.
The rest of the story: I am an AASP. The I.T. manager of the local Univ brought the loaner macbook into my shop because of two issues. The borrowing student had added firmware lock and his icloud services to the macbook. Working with Apple Support I was emailed the firmware reset. That got rid of the padlock. Then the 6-place lock appears after the startup. I gave the laptop back to the IT mgr thinking it was now fixable on his end.... The IT mgr called noting that I had not done enough resetting, MDM could not talk to the macbook. He was not able to boot from a flash drive. I called Apple Support and was given machine release email instructions (send in proof of purchase, wait 36 hrs, etc.). In the end, the problem was compounded by the IT mgr's lack of a good bootable flash drive. He brought it back to my shop. I booted to USB flash drive and ran disk utility, deleted all partitions (with permission), and reinstalled a clean Catalina OS. Immediately after connecting to the shop's wifi, MDM grabbed the macbook and took over. Good luck to all.
Hi Mike,
It sounds like you may be experiencing some issues with Activation Lock. We can get you pointed in the right direction for support.
To start, you can find out more information about MDM managed devices here: MDM overview for Apple devices
If you haven't already, we'd recommend contacting your IT department for further assistance with this. They will have the proper channels for contacting support since the reset was not successful.
Cheers!
macbook air starts up to 6 digit pin
