This article provides guidance on resolving issues with Autopilot profiles that persist on a device after injecting a new licence key using SMART. Follow these steps to ensure the Autopilot profile is properly removed from both the device and Microsoft's records.
Check the Status
When SMART successfully injects a MAR licence, it submits the required Computer Build Report to Microsoft as part of the Autopilot removal process.
Within the dashboard, Activation Enabled confirms that the refurbishment process has completed and the previous Autopilot registration has been removed from Microsoft’s records.
If the device shows Activation Enabled but still displays an Autopilot screen, this is normally caused by a locally cached Autopilot profile. Continue with the reset instructions below.
Steps to Resolve Autopilot Profile Issues
Understand the Autopilot Profile Behavior
When a key is injected using SMART, a report is sent to Microsoft to remove the Autopilot lock from their side. However, if the device has already downloaded a local Autopilot profile, it may remain until the device connects to the internet again.
Reset the Device to Clear Cached Locks
- Boot the device into Audit Mode:
- At the OOBE screen, press "Ctrl + Shift + F3".
- Navigate to Settings → Recovery and click Get Started under "Reset this PC".
- Select Remove everything, then choose Local reinstall.
- Allow the reset process to complete and check if the lock still appears.
If the Lock Still Appears
If Autopilot still appears after a full reset and the device is connected to the internet, raise a support ticket and provide:
- A clear photo of the Autopilot lock screen
- The device serial number
Additional Notes
SMART only removes Microsoft Intune/Autopilot profiles. If other management tools like Absolute Persistence or Tanium are involved, you may need to contact those vendors directly for removal.
Ensure the device connects to the internet after resetting to allow any remaining local profiles to update and remove themselves.
By following these steps, you should be able to resolve most Autopilot profile issues after key injection. If problems persist, please email us at help@smartdpk.com