The process outlined applies to General Compute devices only. This does not include communication devices such as pagers. For pagers, please refer to the Lost Pagers Process. This is the associated internal documentation for Technical Service Provider Process for Lost or Stolen Devices. Use this link for general information related to replacing a Lost Pager.

1. If your device has been Stolen, you should first contact the Police and file a Police Report
   
   1. HITS will need the Police Report Number and the Officer who took the report
2. If the lost or stolen device was purchased with U of M or Michigan Medicine funds and costs more than $1,000 then you'll need to fill out Risk Management's Proof of Loss document and submit that form to Risk Management Services
   
   1. The form and Process can be found here
   2. Keep a copy of this form for HITS as we will need it to provide you with a replacement device
3. Call the Service Desk at 6-8000 to continue the process
   
   1. What you can expect from the rest of the process
      
      1.  Information HITS will request (It's ok if you don't have all this information, we will work with you to find it)
         
         1. Device Name or IMEI number?
         2. Sensitive UM Data Types Involved?
            
            1. You can find Data Types here
         3. Was the device Lost or Stolen?
         4. Was the device encrypted?
         5. When last seen and where?
         6. Mac Address(es)
         7. Serial Number
         8. Is the device used to Authenticate to Duo?
         9. If stolen, will need the police report number and officer who took report
      2. If your device was enrolled in Duo, we will have you unenroll that device and enroll a new one
         
         1. Duo - Unenroll
         2. Duo - Enroll
      3. At this point we will ask that the last logged-in user reset their level 1 and level 2 passwords
         
         1. This step is required by Information Assurance (IA)
            
            1. IA will reset their passwords for them after 5 days if they have not done so in those 5 days
         2. Updating your Level-2 password on your device
            
            1. If you are able to locate your device and it is a CoreImaged Windows device and you've already reset your password, then you will need to login using your old password and run Maintenance on the device. Once Maintenance is complete restart your device, login with your new login information, if you are unable to login with your new password call 6-8000
      4. If your device contained Sensitive Data as defined by the Sensitive Data Guide to IT Services then we will also need the below information. (It's ok if you don't have all this information we will work with you to find it)
         
         1. What data of concern was present?
         2. Was the device encrypted?
         3. Was it wiped?
         4. Who was the Primary User?
         5. When last seen and where?
         6. Mac Address(es)
         7. Police report number Officer who took the report.
      5. If your device is enrolled in Intune or Unmanaged then HITS will work with you to remotely wipe the device. If your device is Michigan Managed and you would like additional help in locating the device ask that this issue be escalated to Device Support for additional investigation.
         
         1. Unenroll from Intune
         2. Apple Remote Wipe
         3. Android Remote Wipe
         4. All Other Devices require an escalation to Device Support or a Tier Three support team to wipe if necessary
      6. If you need a replacement device your Incident number should be routed to Device Support or the IT Service Provider that support you to assist you with getting a replacement