There's a Royal Institute video featuring Sean Carroll and Jen Ouelette[1] that more fully explains the problem, but as I understand it it comes down to a quant

There's a Royal Institute video featuring Sean Carroll and Jen Ouelette[1] that more fully explains the problem, but as I understand it it comes down to a quantum mechanical principle called monogamy of entanglement---there's only so much entanglement to go around, and if two particles (e.g. the pair of Hawking radiation particles) are fully entangled then they cannot have any amount of entanglement with anything else (e.g. information about the black hole). The result in TFA breaks the entanglement between the Hawking pair, allowing the outgoing particles to encode the black hole's information. [1] https://www.youtube.com/watch?v=_8bhtEgB8Mo https://www.youtube.com/watch?v=_8bhtEgB8Mo