BitLocker Recovery Key Mismatch After Mainboard Replacement

Hi Team,

I need your assistance with a critical issue for one of our customer accounts.

After replacing the mainboard on a ThinkPad notebook, I’m encountering a BitLocker encryption problem.

The Key ID displayed on the notebook is: E334DACD-XXXX-XXXX-XXXX-XXXXXXXXXXXX

However, the Key ID stored in the user’s Microsoft account is: 87f58e18-XXXX-XXXX-XXXX-XXXXXXXXXXXX

Please note:

• The user is the sole owner of this notebook.
• I have checked all associated Microsoft accounts, but no matching key was found.

I also searched for the Key ID E334DACD-XXXX-XXXX-XXXX-XXXXXXXXXXXin Azure, but received “No BitLocker Key found.” The other key (87f58e18-XXXX-XXXX-XXXX-XXXXXXXXXXXX) shows a recovery key backed up on 04/03/2024, while the notebook indicates 29/12/2022.

Could you advise on how to resolve this mismatch and recover access?

Your help is really appreciated as this is for one of our customer accounts.

Thank you in advance for your support.