Windows Autopilot device deregistration – PC locked to previous tenant

Question

Windows Autopilot device deregistration – PC locked to previous tenant

Bruno Gil 0

Fui encaminhado pelo suporte Microsoft Consumer para o Suporte Comercial/Empresarial. Caso de referência 7108045681. Preciso de assistência com Windows Autopilot device deregistration de um computador adquirido usado que permanece registrado no tenant da Thomson Reuters. Já foi realizada instalação limpa do Windows 11 com exclusão de todas as partições e o perfil corporativo reapareceu no OOBE.

[Moved from Windows for home | Windows 11 | Accounts, profiles, and login] end

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Answer 1

Somente o administrador de TI da organização e o vendedor podem remover esse registro.

Na verdade, existe a possibilidade de você solicitar isso à Dell. Eu sou administradora de uma organização e temos muitos funcionários trabalhando remotamente. Eu podia encomendar os computadores pela Dell já preparados para o Windows Autopilot e pedir que fossem enviados diretamente aos funcionários. Quando eles ligavam o computador pela primeira vez, o dispositivo já estava registrado no nosso tenant.

Portanto, se foi a Dell que originalmente registrou o dispositivo no Autopilot, ela pode cancelar esse registro por meio do Microsoft Partner Center. Porém, se o próprio administrador de TI da organização registrou o dispositivo, a Dell não poderá removê-lo.

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De qualquer forma, se nenhuma dessas opções for possível, você pode contornar o problema forçando a instalação da edição Home, porque o recurso Windows Autopilot só será aplicado se o Windows for da edição Pro ou superior.

Para instalar a edição Home, siga estas etapas:

Baixe e crie a mídia de instalação em um pendrive USB.

As etapas abaixo devem ser realizadas em um computador Windows que esteja funcionando normalmente.

Baixe a ferramenta oficial Windows Media Creation Tool no site da Microsoft:

https://www.microsoft.com/software-download/windows11

Clique no botão “Baixar agora” na seção “Criar mídia de instalação do Windows 11”.

Execute a ferramenta e selecione “Criar mídia de instalação para outro computador”.

Escolha “Unidade flash USB” como mídia de instalação e selecione “Avançar”.

Conecte ao computador um pendrive USB com pelo menos 8 GB de espaço disponível.

Selecione o pendrive USB que deseja utilizar e selecione “Avançar”.

A ferramenta fará o download dos arquivos necessários e criará a mídia de instalação.

Edite a mídia de instalação no pendrive USB.

No computador, abra o Bloco de Notas e coloque o seguinte conteúdo no arquivo:

[EditionID] Core
[Channel] Retail

Depois, escolha “Salvar como”, altere o tipo de arquivo para “Todos os arquivos” e salve o arquivo com o nome:

EI.cfg

Em seguida, coloque esse arquivo na pasta:

\Sources

do pendrive USB.

User's image

Depois, crie outro arquivo no Bloco de Notas e coloque o seguinte conteúdo:

[PID] Value=YTMG3-N6DKC-DKB77-7M9GH-8HVX7

Agora salve o arquivo como:

PID.txt

Desta vez, não é necessário alterar o tipo de arquivo em “Salvar como”.

Coloque esse arquivo na mesma pasta \Sources.

Use esse pendrive USB para fazer uma instalação limpa do Windows.

Acesse o menu de inicialização/BIOS do computador e configure-o para iniciar pelo pendrive USB.

Siga as instruções exibidas na tela para instalar o Windows 11. Certifique-se de escolher “Instalação personalizada” e selecione a opção para excluir todas as partições existentes.

Depois que a instalação for concluída, você terá uma instalação limpa do Windows 11 Home no computador.

EmilyS_726 26,235 Reputation points Volunteer Moderator

2026-08-31T01:54:17.5166667+00:00

Forgot to mention, if the device doesn't have OEM Home edition license onboard, you will need to get your own Home license though. That's a trade off.

Answer 2

Thank you for the clarification.

Unfortunately, contacting the original seller or previous organization is not a viable option. I purchased this Dell Latitude 7400 second-hand several years ago through Mercado Livre, and I no longer have contact with the seller. I have never had any relationship with Thomson Reuters.

I have already contacted Dell and submitted a transfer of ownership request for the device to my name. I can provide the Dell Service Tag, BIOS information, photos showing the Thomson Reuters Autopilot enrollment during Windows 11 OOBE, and any available proof of purchase/ownership.

I also already contacted Microsoft Consumer Support and was referred to Commercial Support under case 7108045681.

Since the original seller/tenant cannot reasonably be contacted, could you please advise me on the correct channel or procedure to have Microsoft Commercial Support review and potentially escalate the Autopilot deregistration based on proof of ownership?

Answer 3

Allan Solomon Mejia 7,585

Hello @Bruno Gil

A clean Windows installation or deleting all partitions does not remove a Windows Autopilot registration. The device's hardware identity is still associated with the previous organization's tenant in Microsoft's Autopilot service, which is why the Thomson Reuters enrollment profile returns during OOBE.

Since this is a second-hand device, the proper resolution is for the previous organization or the reseller/OEM that registered the device to deregister it from Windows Autopilot. Microsoft specifically states that devices permanently leaving an organization should be deregistered.

Contact the seller first and ask them to have the device removed from the previous tenant. If that's impossible, continue with Microsoft Commercial Support using your existing case 7108045681, and provide proof of purchase, the serial number, and hardware details so they can determine whether to escalate the case.

There isn't a supported local Windows command, reinstall, BIOS reset, or disk wipe that can remove a tenant-side Autopilot registration.

Reference: Microsoft - Windows Autopilot registration and deregistration

Help make this community better for everyone: if this answer resolved your issue, please accept it or leave an upvote. If not, share more details in a comment so we can continue the discussion and find the right solution.

Bruno Gil 0 Reputation points

2026-08-31T00:58:12.58+00:00

Thank you for the clarification.

Unfortunately, contacting the original seller or previous organization is not a viable option. I purchased this Dell Latitude 7400 second-hand several years ago through Mercado Livre, and I no longer have contact with the seller. I have never had any relationship with Thomson Reuters.

I have already contacted Dell and submitted a transfer of ownership request for the device to my name. I can provide the Dell Service Tag, BIOS information, photos showing the Thomson Reuters Autopilot enrollment during Windows 11 OOBE, and any available proof of purchase/ownership.

I also already contacted Microsoft Consumer Support and was referred to Commercial Support under case 7108045681.

Since the original seller/tenant cannot reasonably be contacted, could you please advise me on the correct channel or procedure to have Microsoft Commercial Support review and potentially escalate the Autopilot deregistration based on proof of ownership?
Allan Solomon Mejia 7,585 Reputation points

2026-08-31T02:19:15.72+00:00
Hi @Bruno Gil

Thanks for the additional details. Since the original tenant/seller cannot reasonably perform the deregistration, continuing with Microsoft Commercial/Intune support under case 7108045681 is the appropriate path.

Microsoft does have a support process for Autopilot records that cannot be removed normally. Importantly, Microsoft Support must verify device ownership before it can remove an Autopilot device record.

For this case, I recommend providing:

Dell Service Tag/serial number and hardware information.

Your original proof of purchase. Microsoft states the ownership document should be in its original form, not just a screenshot, and should contain a unique device identifier such as the serial number.

Photos/screenshots showing the Thomson Reuters Autopilot OOBE.

Autopilot diagnostic logs, which Microsoft documents collecting with:

Mdmdiagnosticstool.exe -area Autopilot -cab C:\out.cab

Ask the support engineer specifically to escalate the case for Windows Autopilot device-record deregistration from an inaccessible previous tenant based on proof of ownership.

Your Dell ownership transfer is useful supporting evidence, but it doesn't itself remove the Autopilot registration because that association exists in Microsoft's Autopilot service.

At this point, don't perform further Windows reinstalls or resets. Address the tenant-side Autopilot record first.

Help make this community better for everyone: if this answer resolved your issue, please accept it or leave an upvote. If not, share more details in a comment so we can continue the discussion and find the right solution.
Bruno Gil 0 Reputation points

2026-08-31T12:38:14.0933333+00:00

Please escalate case 7108045681 for Windows Autopilot device-record deregistration from an inaccessible previous tenant based on proof of ownership
Bruno Gil 0 Reputation points

2026-09-03T15:59:27.17+00:00

Olá, a DELL já me deu a propriedade do dispositivo, preciso usar o computador ! @Allan Solomon Mejia
Allan Solomon Mejia 7,585 Reputation points

2026-09-03T16:11:46.55+00:00

Hello @Bruno Gil

I understand. If Dell has already confirmed the device ownership transfer, the next step is to check whether any corporate management restrictions remain, such as Microsoft Intune/Autopilot or a previous organization's account.

Dell's ownership transfer by itself may not remove those registrations. If the device still asks for credentials from the previous organization during setup, that organization will need to remove the device from its management environment.

What message or screen appears when you try to set up or use the computer? That will help us identify exactly what is still blocking the device.
Bruno Gil 0 Reputation points

2026-09-03T19:41:21.2333333+00:00

@Allan Solomon Mejia

Hello Allan,

I have already dealt with this issue and was told that I cannot resolve it directly with Thomson Reuters because I do not have access to that organization or any corporate account with them.

I purchased this computer through a marketplace as a used device. When I purchased it, there was no indication that the computer was still associated with Thomson Reuters, and I was able to use it normally.

The issue only appeared after I restored the computer. I have now performed a completely clean installation of Windows 11, wiping the previous installation, but the device still automatically brings up the Thomson Reuters corporate login screen during setup.

This strongly indicates that the device is still registered with Thomson Reuters through Microsoft Autopilot/Intune, independently of the Windows installation.

Since Dell has already confirmed that the ownership of the device has been transferred to me, I need assistance getting the remaining corporate registration removed. I have no way to contact or access Thomson Reuters myself, as I am not part of that organization.

Please advise on how Dell can help resolve this, or coordinate with the appropriate party to have the device removed from the previous organization’s management.

Thank you.
Allan Solomon Mejia 7,585 Reputation points

2026-09-03T19:53:48.86+00:00
Thanks for clarifying. Reinstalling or wiping Windows will not remove an Autopilot registration.

Since you cannot access the previous tenant, there is a support process for cases where a device is registered to another organization. Microsoft Support must verify proof of ownership before removing the existing Autopilot registration.

Since Dell has already transferred ownership to you, I recommend continuing with your Microsoft Commercial/Intune support case and specifically requesting: "Windows Autopilot device-record deregistration from an inaccessible previous tenant based on proof of ownership."

Provide Microsoft privately with the Dell Service Tag/serial number, proof of purchase and ownership transfer, screenshots of the Thomson Reuters OOBE screen, and, if requested, the Autopilot diagnostics collected with:

Mdmdiagnosticstool.exe -area Autopilot -cab C:\Out.cab

At this stage, don't reinstall Windows. The remaining registration needs to be removed from the Autopilot service/backend.
Bruno Gil 0 Reputation points

2026-09-04T01:12:08.1233333+00:00

Hello Allan,

Thank you for clarifying. That makes sense and confirms what I am experiencing.

I understand that reinstalling Windows will not remove the Autopilot registration, and I will not reinstall Windows again.

I will continue with Microsoft Commercial/Intune Support and specifically request the “Windows Autopilot device-record deregistration from an inaccessible previous tenant based on proof of ownership.”

I will provide Microsoft with the Dell Service Tag/serial number, my proof of purchase, the Dell ownership transfer confirmation, and screenshots showing the Thomson Reuters corporate login screen.

Since I cannot access Thomson Reuters and have no relationship with that organization, I will need Microsoft to handle this through the ownership-verification process you described.

Could you please also confirm in writing that Dell has completed the ownership transfer of this device to me and that Dell no longer has any ownership or management registration associated with the device?

This confirmation will be important evidence for my Microsoft support case.

Thank you for your help.
Allan Solomon Mejia 7,585 Reputation points

2026-09-04T01:36:54.3766667+00:00

Hi @Bruno Gil

You’re welcome, and yes, you're correct.

Regarding your request for written confirmation, I’m afraid I can’t verify or certify Dell’s ownership-transfer records or confirm whether Dell has removed all previous ownership or management associations from the device.

I recommend requesting that confirmation directly from Dell Support, referencing your completed ownership transfer and Service Tag. Their written confirmation would be appropriate evidence to provide to Microsoft, along with your proof of purchase.

For the Microsoft case, continue specifically requesting Windows Autopilot device-record deregistration from an inaccessible previous tenant based on proof of ownership, and provide the documentation you listed.

I hope this helps, and please feel free to update the thread with Microsoft’s response if you encounter any issues with the deregistration process.
EmilyS_726 26,235 Reputation points Volunteer Moderator

2026-09-04T01:47:30.8166667+00:00

Bruno, você foi induzido ao erro pela resposta do Allan.

O suporte só pode ajudá-lo se você for o proprietário/administrador da empresa, não como usuário doméstico que comprou um computador usado. O documento de suporte deixa claro que o nome da empresa deve constar no documento apresentado e que o suporte é fornecido apenas quando o administrador da empresa não consegue localizar o registro do dispositivo no Microsoft Intune:

https://learn.microsoft.com/troubleshoot/mem/intune/device-enrollment/import-windows-autopilot-device-csv-files-errors

Esse procedimento não é destinado a você como usuário individual.

Reinstalar o Windows como Pro NÃO removerá o registro do Windows Autopilot. No entanto, reinstalar o Windows como edição Home fará com que o Autopilot deixe de funcionar, porque o Autopilot requer a edição Pro ou superior para funcionar. Se você fizer uma instalação limpa da edição Home, o Autopilot deixará de ser aplicado. Veja este caso: o usuário confirmou nos comentários que o método que indiquei funcionou. https://learn.microsoft.com/en-ca/answers/questions/3862227/how-do-i-update-to-windows-11-in-a-second-hand-com

Eu já compartilhei com você, na resposta que publiquei há alguns dias, as instruções para fazer uma instalação limpa da edição Home.
Allan Solomon Mejia 7,585 Reputation points

2026-09-04T02:13:23.55+00:00

Hi @EmilyS_726

Thanks for adding the clarification. However, I’d like to respectfully clarify the statement that Bruno was “misled” by my response.

My guidance was focused on the underlying issue: reinstalling Windows does not remove the device’s cloud-side Windows Autopilot registration, and the proper resolution is to have that registration removed through the appropriate organization/OEM/Microsoft support channel.

You’re correct that Windows Home isn’t a supported Windows Autopilot edition, so installing Home may prevent the Autopilot deployment experience from being applied. However, this does not deregister the device from Windows Autopilot or resolve the underlying registration issue. If you install a supported edition such as Windows Pro again, the existing registration may still affect the device.

So installing Windows Home can be a workaround in this scenario, but it shouldn’t be confused with removing the Autopilot registration.

I hope this clarifies the distinction and keeps the discussion focused on helping Bruno reach a permanent resolution.