• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Are you having HotKey issues? Click here for tips and tricks.
Common problems for Battery
We would like to share some of the most frequently asked questions about: Battery Reports, Hold a charge, Test and Calibrating Battery . Check out this link: Is your notebook plugged in and not charging?
Locked

‎05-07-2016 02:14 PM

HP Recommended
Product: 10-k077nr

I have a Pavilion X2 10-k077nr that a customer brought in because it started a BIOS updated that would keep rebooting and reflashing in an infinite loop.  I was able to stop it by disconnecting the battery, but now it boots up to the Bitlocker recovery and requires the Bitlocker recovery key.  It would appear that the entire C drive is encrypted and the customer doesn't recall setting it up or writing down a recovery key.  They were also only using a local account, not a MS account so Onedrive recovery is not available.  Of course they have data that they want to get if possible.  Is there any way to get the original factory BIOS to reflash and maybe restore the original security keys?  I already booted into the Diagnostics/Firmware Management to try rolling back the firmware, but the "Previous" and "New" folders are empty.  the "Current" folder contains 08021.bin, which appears to be the same F.07 file in SP70261.  I have no way of knowing what the original BIOS version was and there are no other versions available from the Software and Driver page fro this device.

Tags (1)
1 ACCEPTED SOLUTION

Accepted Solutions

‎05-11-2016 03:54 PM

HP Recommended

So I called phone support and unbelievably, the only provision HP has to reflash a previous BIOS version is to do a complete system restore including software recovery.  This obviously is not good for my customer's situation.  I really can't believe that there isn't a copy of the .bin file somewhere at HP, but if there is, nobody in customer support has access to it.  This is just such an utterly short sighted approach to firmware management, I really can't believe that a company as large as HP operates this way.  I regularly have customers ask for my recommendation on brands and HP has always been in the top two for brands I recommend because of serviceability, however this has me reconsidering.

View solution in original post

Tags (1)
Was this reply helpful? Yes No
10 REPLIES 10

‎05-08-2016 12:21 PM

HP Recommended

Hi @BrookCom,

 

Thank you for visiting the HP Support Forums and Welcome.

 

I have looked into your issue about your HP Pavilion X2 10-k077nr Notebook issues with Bitlocker. HP has no control over Hard Drives that have encryption. The customer would need to confer with Bitlocker as they would be best suited to troubleshoot their product. Here is a support page.

 

Thanks.

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom left to say “Thanks” for helping.:smileyhappy:


I work on behalf of HP
Was this reply helpful? Yes No

‎05-08-2016 12:27 PM

HP Recommended
There's nothing Bitlocker can do since the secure boot key has changed and the restore key is nit known. The only hope now is to try to reflash the original BIOS and secure boot key. It would be nice if HP posted all of the released BIOS files for download.
Was this reply helpful? Yes No

‎05-08-2016 12:54 PM

HP Recommended

Hi @BrookCom,

 

You can try F10 and restore the BIOS to Factory settings or you can use the Recovery Media the customer created when he purchased the Notebook. 

 

Thanks.

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom left to say “Thanks” for helping.:smileyhappy:


I work on behalf of HP
Was this reply helpful? Yes No

‎05-10-2016 06:01 AM

HP Recommended
That won't resolve the problem. I need to reflash the origins BIOS. The secure drive key changed when the BIOS was updated. Restoring the factory image is a terrible suggestion. That would wipe the data entirely, guaranteeing their data would be lost for good.
Was this reply helpful? Yes No

‎05-10-2016 06:27 AM

HP Recommended

Hey @BrookCom,

 

The Bios restored to Factory defaults does not remove any data. It gets the Notebook to check what it has installed on it. 

 

Thanks.

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom left to say “Thanks” for helping.:smileyhappy:


I work on behalf of HP
Was this reply helpful? Yes No

‎05-10-2016 06:41 AM

HP Recommended
I understand that, I already reset the default BIOS settings and that does not resolve the problem because it does not restore the secure drive key that is coded unto the BIOS. The only way to get that back is to restore the original BIOS. That is why I am trying to obtain the previous BIOS flash. Only the latest version is posted on HP's site.

Using the recovery media to restore the system as you had suggested previously would overwrite the user data.
Was this reply helpful? Yes No

‎05-10-2016 07:01 AM

HP Recommended

Hi @BrookCom,

 

Only the original media would have the key. The BIOS here does not have the Windows key in it. If you created a USB Flash drive with the BIOS on it would reinstall the key. 

 

So the only option is to restore the software from the recovery media.

 

Thanks.

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom left to say “Thanks” for helping.:smileyhappy:


I work on behalf of HP
Was this reply helpful? Yes No

‎05-10-2016 01:00 PM

HP Recommended

What do you mean by "original media"?  Are you referring to the system recovery media or the BIOS recovery media?

 

The secure boot key, which is programmed in the BIOS is not contained on the system image recovery media.  It would be part of the BIOS flash or recovery media, exept that the only version that is available for download is the F.07 version in SP70261.  In order to restore the previous secure boot key I need to downgrade back to the previous BIOS version, but HP does not provide that for download in the product support page.  So if you could direct me to where I can download older version of the BIOS media that would be great.

Was this reply helpful? Yes No

‎05-11-2016 06:29 AM

HP Recommended

Hi @BrookCom,

 

It would be in the original System Recovery Media that the Notebook asked you to create for about 30 Days upon purchase or you needed to create a USB Flash drive of the BIOS.

 

If you did not have them you will need to reach out to our phone support team to order them. Click the following link to get the support number for your region: Phone Assist Worldwide.  Fill out your product info and select your product. Fill out the form at the bottom of the page and when submitted it will give you a case number and phone number to call.

 

 

Thanks.

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom left to say “Thanks” for helping.:smileyhappy:


I work on behalf of HP
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.