It is practically impossible to solve this over the forum with only that error message
. Was the SSD formatted upfront and already contains information? Is that drive bitlockered? There could be many things so instead of just trying out different things...
I assume your customer is using our latest version (1.5)? If that is the case, can you let him perform the procedure again and save the logs from the BMR dialog (you can save the logs while on the recovery media through the tools...). After that, let him create a support case through the UI and let him / her explain the procedure there. Our engineers will (most probably) contact the customer and get those specific logs that were gathered during the BMR attempt. Post the Case-ID here and hopefully the solution also