Lost admin (OEM) password HP Security Client - HELP

[GDWB]

Three users: OEM (Admin), standard user and guest.

OEM password is forgotton, no restore disc made.

Standard user cannot install programs, update virus scanner nor copy any personal files (data, pictures) to external storage. All protected by HP Security client, tried many options recommended on Internet, save boot, Advance boot, Start from USB (won't work without admin rights), nothing seem to reset admin password.

Any help much appreciated, currently cannot backup files dure to HP security popping up.

Suggestions, please describe in detail.

[IT_WinSec]

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@GDWB wrote:

Three users: OEM (Admin), standard user and guest.

OEM password is forgotton, no restore disc made.

Standard user cannot install programs, update virus scanner nor copy any personal files (data, pictures) to external storage. All protected by HP Security client, tried many options recommended on Internet, save boot, Advance boot, Start from USB (won't work without admin rights), nothing seem to reset admin password.

Any help much appreciated, currently cannot backup files dure to HP security popping up.

Suggestions, please describe in detail.

---

Hello @GDWB

Thank you for posting in the HP Support forum.

You mentioned HP Client Security (Client Security Manager) but based on your short description I believe this is related to the Windows account login password. You are able to successfully boot to Windows desktop, am I correct to assume this ??

If related to the HP Client Security password and PBA (preboot authentication) passoword, HP may be able to help you unless the HDD is encrypted

If related to the Windows account passoword, you may read this thread >> https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/I-forgot-my-password-can-HP-hel...

Looking forward to your clarification/reply.

[GDWB]

You mentioned HP Client Security (Client Security Manager) but based on your short description I believe this is related to the Windows account login password. You are able to successfully boot to Windows desktop, am I correct to assume this ??

Windows starts up showing the three users.

As soon as you click any of these, the HP Client window pops up, when opening the user 'OEM' (or administrator) as password is asked which we do no know.

The other two users standard and guest can be opened. Clicking e.g. standard, again the HP Client windows opens and (I can't remember) but believe the first option finaly opens the normal windows screen wit icons. However this takes quite long.

If related to the HP Client Security password and PBA (preboot authentication) password, HP may be able to help you unless the HDD is encrypted 

I am not sure if files are encrypted.

The computer belongs to my sister in law who has no clue how she set it up herself, just following instruction on screen when she bought in new about three years ago.

She mentioned there was a fourth user and she always swiped her finger to log in, until one day this user disappeared or the finger print device stopped working.

Ever since she can only log in as standard user, cannot install or upgrade any files.

[IT_WinSec]

Hi @GDWB

Thank you for the reply and for the clarifications.

Most probably this is not related to the encryption part of the program. You can login to Windows, load to Windows login screen, therefore this is Windows login account issues, specifically the administrator account.

HP Client Security Manager (HP CSM) is a security software. It is the control center software - it can configure and control other additional HP security programs. HP CSM has an option to allow the users to login via different means - e.g. Windows password, PIN codes, fingerprint (finger) swipes, etc... You can learn more here >> https://www.youtube.com/watch?v=D7DOznm1ezk

These other means of logging in could be convenient for the user but the bad side of them (side effect) is that users typically forget the main password after logging in via the different means (e.g. fingerprint reader). I also don't know how it was setup and what might have gone wrong for the program to forget the option now for the fingerprint - it could have been disabled or drivers corrupted, many possibilities. But since you do not have admin rights now, there is no official way be could fix the things the easy way in Windows.

Therefore, I recommend you the following:

- create a back-up of your sister's most important files - on external drive or on cloud storage

- reimage the PC (a.k.a reinstall Windows or restore the PC to factory default condition)

After you perform this, Windows will be freshly installed. Do not create many users - instead create one administrative user. Be careful how you setup the programs, create a strong Windows password but write it down somewhere (e.g. on a paper) and keep this paper in a safe place away from the PC.

If the PC originally came with Windows preinstalled (o.e.m. Windows), please take a look at these instructions how to perform the recovery and restore the PC to default settings:

>> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&section=ccweb&SFS=tdoc

and

>> https://support.hp.com/us-en/document/c00006110

Hope this helps. Let me know if you face difficulties.