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Locked Out After the Disastrous HP Update? Get Your Account Back with This Simple Guide.
In October 2025, HP sent out a software update for its new AI computers. This update was for a program called HP OneAgent. It caused an unexpected and serious problem for some users. The update accidentally deleted special digital keys from Windows 11. These keys are needed to log into work or school accounts using Microsoft Entra ID.
HP has stopped sending out this faulty update. However, computers that already received it must be repaired by an administrator.
What Went Wrong
The problem came from a script inside the update. This script was designed to clean up an old, unused tool. To do this, it was told to find and delete any digital security keys that had “1E” in their name.
Unfortunately, a critical key used by Microsoft to connect your computer to your work or school network also had “1E” in its name. The script mistakenly deleted this important key, which broke the computer’s trust relationship with the network. As a result, users were locked out of their accounts after restarting their computers.
What is HP OneAgent?
HP OneAgent is a program that comes pre-installed on HP computers. It runs in the background to help manage the system and deliver updates from HP. This is not the first time this software has been connected to system problems.
How to Fix Affected Computers
If your HP AI PC received the HP OneAgent update (version 1.2.50.9581) and you can no longer log into your Microsoft Entra ID account, your IT administrator needs to take action. New devices will not get this bad update, but those already affected require a manual fix.
- An administrator must log into the computer using a local account.
- The deleted security key, known as the MS Organization Access certificate, must be reinstalled.
- Restoring this key will fix the connection to Entra ID.
- After the key is restored, you should be able to log in to your work or school account as normal.