Description
If we cannot send a wipe command from Jamf Pro or use Erase All Contents and Settings on the device under Settings > General > Transfer or Reset to erase a device, we can perform a factory reset on iPhones and iPads using:
Apple Configurator on a Mac
iTunes for Windows or computer with macOS Mojave or earlier
Finder on a computer with macOS Catalina or later
Option 1: Device erasure via iTunes/Finder
Follow the instructions in steps 1 - 4 of the following articles to place the device in Recovery Mode:
iPhone and iPod touch https://support.apple.com/en-us/HT201263
Once the device is in recovery mode, a prompt will appear within iTunes/Finder asking to "Restore" or "Update."
Choose "Restore". This will restore the device to the factory settings.
On the 2nd prompt that appears, choose the "Restore and Update" option.
The erasure process should begin at this point. It may take some time to complete. Do not unplug the device til all steps are finished.
Option 2: Device erasure via Apple Configurator
Plug device into a computer running Apple Configurator.
Highlight/select the thumbnail for the device in Apple Configurator.
Use the Action > Restore option.
Click Restore on the resulting warning to begin the erasure process.
Important note: Generally do not use the prepare functionality of Apple Configurator if all that is needed is to restore the device. Preparing will get the task accomplished but could open the device up to enrollment issues if performed incorrectly.