Replacement Hardware Bound to Windows Autopilot

Hardware registered with Windows Autopilot

Have you recently had a motherboard replacement or a computer exchange? Did you receive a unit that does not sign into your Entra Identification (ID) (Formerly Azure Active Directory (AAD)) tenant? Is the computer registered to another Entra ID domain? Are you prompted to enter your credentials, but it welcomes you to the incorrect Entra ID domain name.

The repaired computer checks for an Internet connection when it goes through the Out of Box experience (OOBE). The ID of the motherboard is checked against the Autopilot cloud. It tries to automatically join that Entra ID tenant if it finds an organization that it is registered with. The following example uses Microsoft’s generic test tenant name.

This is an ecosystem-wide issue as key components of a motherboard are used to identify a device in the Microsoft cloud. An organization may relinquish control a device or motherboard but does not deregister the device prior to returning or servicing it. Microsoft maintains the association to the original Entra ID tenant if that happens and then presents the login screen from that organization.

Dell is investing in two solutions to address this problem. They consist of the following elements:

• Dell routinely deregisters the Autopilot identity that is associated with a device when that device has had a motherboard replacement during a warranty repair. This prevents the returned motherboard from blocking any other device if it is refurbished for re-use.
• Dell has enabled our support teams to respond to your contact and to assist you with any blocked motherboards. This picks up and devices which escape the first element.

These elements can deregister factory fit motherboards. However, Microsoft advises the following for devices registered with Autopilot after a repair using the hardware hash. Microsoft must deregister it.  

Is this a Dell specific problem?

No, Autopilot impacts all Original Equipment Manufacturers (OEMs) the same way. The resolution path is no longer the same for all device manufacturers. You must submit the de-registration request through your Intune portal for Microsoft to deregister the legacy Autopilot identity.

OEM	Knowledge Base	Summary
HP	HP Commercial Notebooks, Desktop, and Mobile Workstations - Microsoft Windows Presents Login To Another Company	Contact Microsoft Support to request deregistration of the device.
Lenovo	Microsoft Windows Autopilot: FAQ and Troubleshooting Guide	Submit a ticket to Microsoft using Microsoft Volume Licensing Center agreement to get support.
ASUS	ASUS Service for Windows Autopilot Registration

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What Are Dell and Microsoft Doing to Address This Issue?

Dell has communicated with Microsoft during the development of these new capabilities. However, the solutions described in this article are specific to Dell. Dell continues to work closely with Microsoft as we improve our capabilities. Dell provides feedback on Microsoft’s revisions to Autopilot with the intention of avoiding a repeat of this issue. (Sometimes spoke of as Autopilot v2.)

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Auto-Remediation

Dell does not support the automatic re-enrollment of an Autopilot device after a motherboard replacement as of November 2022:

• Updates to the Windows Autopilot Sign-in and Deployment Experience - Microsoft Community Hub

However, issues that Microsoft has encountered with this process has deprecated its functionality.

Manual Enrollment:
You receive an error when attempting to upload the Hardware Hash.

Error 806 - ZtdDeviceAlreadyAssigned

• The device already exists in your tenant.
• Delete the device object from Intune (Device Enrollment -> Windows Enrollment -> Windows Autopilot Devices) and click the Sync button to expedite the synchronization with the Windows Store for Business.
• You can check the device object in WSfB: https://businessstore.microsoft.com/en-us/manage/devices/all (Ignore the banner stating that the store is paused, the device list is still available.)

Error 808 - ZtdDeviceAssignedToOtherTenant

When a device checks into Intune after a motherboard replacement, the hardware hash is checked. This hash reflects the hardware in the repaired device, and it is different from the value prior to repair. Autopilot recognizes the Hash if another customer registered it in their tenant. That registration has not been de-registered, the registration attempt generates this error.

Clearing this requires manual de-registration of the legacy registration record in Microsoft’s Autopilot database. Due to the measures that Dell has introduced this should be a rare occurrence. Contact Dell technical Support for assistance if it does:

• Contact Us

Other errors may be encountered:

“This feature is not supported. Contact your system administrator with the error code 80180014”

This error arises when you attempt to enroll a device that Autopilot believes to be a personal device. However, your Administrator has configured a Device Enrollment Restriction policy to prevent enrollment of personal devices.

You receive this error message on a device that has recently received a replacement motherboard. The error occurs if you forget to upload the Corporate Identifier or the updated device hardware hash to tell Autopilot that this is a corporately-owned device. Corporate Identifiers can be used with Autopilot Device Preparation. Autopilot Device Preparation and Corporate Identifiers are part of Microsoft’s re-engineering of Windows Autopilot. (Sometimes spoke of as Autopilot v2.) You must upload the hardware hash using Intune if you are using Windows Autopilot for Pre-Provisioned Devices. (Formerly Autopilot White Glove.)

• Identify devices as corporate-owned 
• Capture a new Autopilot device ID (4K) from the device 
• Overview of Windows Autopilot device preparation 

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Can Dell Send us Another Motherboard?

Dell anticipates that the combination of solutions that are implemented now makes this unnecessary.

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Can Dell Deregister on My Behalf? (Without using Intune?)

Dell support teams have access to a portal to register those devices where the motherboard has been replaced under warranty. Contact us using the information in the following link if you require further assistance:

• Contact Us

Dell also routinely deregisters the Autopilot identity associated with devices where the motherboard has been replaced under warranty.

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What if Dell is unable to deregister for me?

Engage with Microsofts Tech Support directly through their support portal or chat session. Microsoft requires the device identifiers and proof of purchase to deregister your device. Obtain a copy of your invoice:

1. Get a copy of your computer invoice from the Dell Order History:

   1. Click Sign In.

   2. Type in the email address and password for your Dell account.

   3. Click View Order History.

   4. Select the order for your computer.

   5. Save a copy of the invoice to your Documents folder.

   6. Name the invoice: invoice.pdf

Start the support session with Microsoft:

1. You can do that using the following link:

   • Contact Us  

2. Sign in with your Microsoft Account (MSA).

3. Click the Windows icon and select Home Support.

4. Type Autopilot device deregistration into the issue description field.

5. Click Get Help.

6. Click Contact Support at the bottom of the page.

7. Select the product and support categories:

   • Windows

   • Technical Support

8. Click Confirm.

9. Click Chat with a support agent.

10. Upload the copy of the invoice and click Confirm.

11. It initiates your chat session.

Copy and paste the following verbiage when the Agent asks you for an issue description. My device had a motherboard replacement. I need Microsoft to deregister the device from Intune. (Entra ID or Azure.) See the document you uploaded before the chat session if the Microsoft advocate asks for your proof of purchase and device information. You may be asked to generate a Hardware Hash from your device that is showing the incorrect tenant or domain during the OOBE. You must ensure that you have access to that computer during the chat session.

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How do I Deregister my Computer so that I do Not Add to this Problem?

Follow Microsoft’s instructions to Deregister your device from Autopilot using the Intune console. Following the process removes the device from Intune, removes the Entra ID object, and deregisters it from Autopilot.

• Guidance on the Windows Autopilot motherboard replacement scenario 

You can deregister any Autopilot registered computer in your tenant using Intune. This is irrespective of whether an OEM or Microsoft Cloud Service Provider (perhaps a reseller) registered the device for you. Microsoft is working to make it easier for OEMs to be able to deregister computers that they manufactured. However, this deregistration only removes the Autopilot registration. It does not unenroll the device from Intune or remove the device object from Entra ID, which would leave orphan records for you to clean up.

When the computer is repaired, these records are re-created. You can do this by registering the device with the hardware hash and using Autopilot to enroll the device with its new identity.

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How do I Register this New Motherboard for Use with Windows Autopilot?

Follow Microsoft’s instructions to Register the Repair Board for your device with its correct Identity using the Intune console. This process requires resetting the operating system and capturing the hardware hash using the PowerShell script. The Dell warranty repair engineers cannot capture the hardware hash for you.

• Capture a new Autopilot device ID (4K HH) from the device 

Registration with the hardware hash is best achieved in this instance by importing the hardware hash using your Intune console.

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Recommended Articles

Here are some recommended articles related to this topic that might be of interest to you:

• Dell Knowledge Base Article: Windows Autopilot - Preparing Your Computer for Service
• Dell Knowledge Base Article: Windows Autopilot - Invite Dell as an OEM Partner