PC having trouble adding InTune

Jonathan Ruiz 1 Reputation point
2021-04-13T14:35:57.35+00:00

Hi Everyone

I am trying to add a computer to InTune, but it seems that it is already registered under the name of another company and it does not let me finish the configuration, nor does it import the .cvs file in EndPoint Management to import, however, this The pc was bought by our company, A few months ago the pc had problems and the motherboard was changed under warranty with Dell, is it possible that this is what is causing the problem and why the computer appears registered with another company?

I am attaching a couple of screenshots.

Could you help me please?

Thanks in advanced,

Regards

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3 answers

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  1. Pa_D 1,071 Reputation points
    2021-04-13T18:56:57.23+00:00

    Check the hardware hash before and after motherboard replacement.

    Follow the steps in this guide,
    https://video2.skills-academy.com/en-us/mem/autopilot/autopilot-mbr

    • Deregister the device from Windows Autopilot
    • Replace the motherboard
    • Capture a new device ID (4K HH)
    • Reregister the device with Windows Autopilot
    • Reset the device
    • Return the device
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  2. Pavel yannara Mirochnitchenko 12,411 Reputation points MVP
    2021-04-13T20:08:43.347+00:00

    You probably need open a ticket to MS, but they will require proof of puchase from you for that specific device with serial number.

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  3. Cici Wu-MSFT 1,176 Reputation points
    2021-04-14T03:07:35.413+00:00

    Repairing Autopilot enrolled devices is complex, as it tries to balance OEM requirements with Windows Autopilot requirements. Specifically, OEM requirements include strict uniqueness across motherboards, MAC addresses, and so on. Windows Autopilot requires strict uniqueness at the hardware hash level for each device to enable successful registration. The hardware hash doesn't always accommodate all the OEM hardware component requirements. So these requirements are sometimes at odds, causing issues with some repair scenarios.
    If a motherboard replacement is needed on a Windows Autopilot device, the following process is recommended:

    1. Deregister the device from Windows Autopilot
    2. Replace the motherboard
    3. Capture a new device ID (4K HH)
    4. Reregister the device with Windows Autopilot
    5. Reset the device
    6. Return the device
      More reference: https://video2.skills-academy.com/en-us/mem/autopilot/autopilot-mbr#deregister-the-autopilot-device-from-the-autopilot-program

    If it still doesn’t help, it is possible that the replaced motherboard is registered to other company and haven’t be deregistered yet. You can contact Dell to change motherboard again, or contact MS online support to see if it can change hardware hash at the backend.
    Support link: https://video2.skills-academy.com/en-us/mem/get-support

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