Intune and Autopilot, some of my users when first logging in go to a screen saying "Setting up your device for work" but not me when testing?

Question

Hi everyone,

Super confused with this. I'm the only admin in our small business. We all have Microsoft 365 Business Premium. I bought us all new ThinkPad laptops and was learning how to use autopilot. I created a new standard user to match my employees to test with, so I'd sometimes deploy a laptop under my account, but mostly under the test one being that I'm an admin.

Here's what happens every single time I, or my standard user test account first sets up a new laptop:

• On first boot after connecting to Wifi, it reboots and says "Hello Alan, Welcome to XYZ" and I log in
• It then IMMEDIATELY takes me to the "set up fingerprint reader?" screen which I do
• The next screen is to set up a PIN
• The next screen is my desktop, where apps and so on slowly start to install and appear such as MSI's for Chrome, 3CX, FireFox

And that's it, it does that every single time for me. However, for my employees, this is what happens:

• On first boot after connecting to Wifi, it reboots and says "Hello Alan, Welcome to XYZ" and they log in
• It then goes to a "Setting up your device for work" which looks like this https://oofhours.files.wordpress.com/2019/08/esp-1903.png?w=983
• It gets to "installing app 3 of 4" and then hangs there. After 15 minutes it says this is taking longer than it is supposed to, please contact your IT expert.

It never proceeds beyond that even after 24 hours. I determined it was something with Chrome or FireFox MSI, as when I tell it to NOT install those apps, it DOES work.

What I don't understand though is:

1) What is this screen and why does it not come up for me or my test user? It's user specific, as in if I have an employee log in with my test account, it does what you'd expect for myself, and shows fingerprint set up and goes to the desktop. If I log in as the employee on any other laptop, I get that same issue where it goes to setting up your device for work. All my users are exactly the same, so what is triggering this screen? It seems like it SHOULD come up but it never does for myself or my test account.

2) Furthermore, why would all my MSI and other apps install perfectly for myself or my test account every single time I wipe and try to set it up, yet for my employees it gets stuck on app 3 of 4 and will never go to the desktop unless I tell it not to install any apps, and then assign the apps only once they have made it to their desktop.

The apps not installing isn't the end of the world, as it seems easier to assign policy etc once they are at the desktop vs on first boot, but doesn't make sense why it fails for all my employees but not my test users. Would love any insight as we have it working now but there was nothing auto about this autopilot experience lol.

Answer 1

The difference i see is in Enrollment Status Page (ESP). When you have it on, you get "installing app 3 of 4"

1) Devices > Windows > Windows Enrollment > Enrollment Status page > check if you have 2 ESP settings

2) Devices > Windows > Windows Enrollment > Deployment Profiles > check under OOBE settings which settings you have hidden.

Answer 2

I think there are a couple of things involved here and you may want to check them out -

1. Do you have Windows Hello for Business enabled across the tenant? Do you have a custom policy to configure it and assigned to subset of users?
2. Do you have an ESP configured and assigned to a subset of users?
3. Are you using MSI and Win32 apps together during for Autopilot?