Windows licensing issue

Question

 

Good morning,

We are contacting you regarding two HP laptops that reverted to Windows 11 Home following a factory reset, despite originally being licensed with Windows 11 Pro.

According to our procurement records, these laptops were purchased from Thakral Bangladesh in 2022 with Windows 11 Pro licenses.

The serial numbers of the affected devices are:

 

•     5CD21527SL

•     5CD21527VJ

 

We also contacted the original supplier, Thakral Bangladesh, for assistance. However, as the devices are no longer under warranty, they were unable to verify the original Windows licensing details. They advised that the Windows 11 Pro licenses may have been managed separately.

As we have been unable to verify the original licensing information, we would appreciate your guidance on confirming the original licensing status and the best approach to restoring Windows 11 Pro on these devices.

 

Please let us know if you require any additional information or documentation. We appreciate your assistance and look forward to your guidance.

Best regards,

L.Kamrun-naher

Answer 1

Welcome to Microsoft Q&A Forum! 

Thank you for providing the device information.

When an HP device is factory reset, Windows automatically installs the edition embedded in the device's OEM firmware (OA3 Digital Product Key). If the devices are currently activating as Windows 11 Home after a factory reset, this typically indicates that the embedded OEM license is Windows 11 Home. When an HP device is restored to factory settings, Windows typically reinstalls the edition associated with the OEM Digital Product Key (OA3) embedded in the device's firmware. If these laptops are now installing and activating Windows 11 Home after a factory reset, it generally indicates that the embedded OEM license is for Windows 11 Home.

To determine the original licensing status, please run the following commands in an elevated Command Prompt on each device:

slmgr /dlv

The output will help identify the edition associated with the firmware-embedded license and the currently installed Windows edition.

It is important to note that there are several ways a device can run Windows 11 Pro:

1. OEM Windows 11 Pro (license embedded by the manufacturer).
2. Windows Pro Upgrade License purchased separately through Microsoft or a reseller.
3. Volume Licensing (MAK/KMS) provided through an organization's licensing agreement
4. Microsoft Entra ID / Microsoft 365 subscription activation, where Windows Pro/Enterprise rights are assigned through user licensing.

If the devices were originally shipped with Windows 11 Home and later upgraded to Windows 11 Pro using one of the licensing methods above, a factory reset would typically reinstall Windows 11 Home. In that case, the devices would need to be upgraded and reactivated using the original Pro entitlement.

Since the original supplier is unable to verify the licensing details, I recommend checking the following:

• Procurement records for any Windows 11 Pro upgrade licenses purchased separately from the devices.
• Microsoft 365 Admin Center or Volume Licensing records if the devices were activated through organizational licensing.
• HP support records (if available) to determine the factory-shipped Windows edition.

If a valid Windows 11 Pro entitlement is identified, the operating system can be upgraded from Home to Pro by entering the appropriate product key or by reconnecting the device to the organization's activation method (such as MAK, KMS, or subscription activation).

For more information, please visit: Install or upgrade Windows using a product key | Microsoft Support

Thank you for choosing Microsoft Q&A to raise your concern. 

Answer 2

Good morning,

Thanks for the clear summary and the device serial numbers. Reverting to Windows 11 Home after a factory reset usually means the recovery image installed a Home image (or the firmware OEM key is Home), while the original Pro entitlement may have been applied separately (digital license tied to a Microsoft account, volume licensing, or a separate product key).

Please try the following checks and steps to confirm the original licensing status and restore Windows 11 Pro:

1. Check current activation and license details Open Settings → System → Activation and note the activation state and any message such as “Windows is activated with a digital license linked to your Microsoft account” or “Windows is activated with a digital license”. Run an elevated Command Prompt or PowerShell and check license info:

Code

slmgr /dlv

This shows detailed activation status.

2. Check for an OEM key embedded in firmware Some OEM devices have a product key embedded in the UEFI/BIOS. Run:

Code

wmic path SoftwareLicensingService get OA3xOriginalProductKey

If this returns a key, it indicates the edition that was originally shipped with the device.

3. Verify whether the Pro license was a digital upgrade or managed separately

• If the Pro upgrade was done via a Microsoft Account, sign in at https://account.microsoft.com/services and check purchase/entitlements.

If the devices were licensed via your organization (volume licensing, MAK/KMS), check your organization’s licensing portal (VLSC, Microsoft 365 admin center, or your licensing reseller records).

4. If you have the original Pro product key or entitlement You can reapply the Pro key via Settings → Activation → Change product key, or use:

Code

slmgr.vbs /ipk <your-pro-key>
slmgr.vbs /ato

to install and activate the key.

5. If you cannot find a key or entitlement Gather the following documentation before contacting Microsoft Support or your reseller:

Proof of purchase / invoice showing Windows 11 Pro or the device purchase with Pro included.

The two device serial numbers (you already have them).

Any purchase order or licensing agreement referencing Pro licenses or volume licensing IDs.

6. Contact options and escalation

Ask Thakral for any licensing invoices or records that show whether Pro licenses were issued separately (e.g., volume license assignment).

If you cannot verify via the reseller, open a support case with Microsoft Support for business/activation. Provide the serial numbers and proof of purchase; Microsoft can often trace digital entitlements or advise on next steps for re‑provisioning Pro. For organization‑managed licenses, your tenant admin or licensing contact may need to assist.

Notes / common causes

A factory recovery image from HP may reinstall Windows Home even if the device previously ran Pro.

If Pro was applied as an upgrade (not the OEM image), the entitlement may be tied to a Microsoft account or to a separate license key that must be reapplied after reset.

If you’d like, I can draft a short support message/email you can send to Microsoft or the reseller including the serial numbers and the exact documentation to attach.

Best regards