Another HP blunder - pre boot authentication breaks due to Windows update

[silencer51]

I have a client with a ProBook 650 G8 purchased in 2020. She had been using a Microsoft account and had left all security features on defaults. She had never input a BIOS password (she has no idea what BIOS even is), and had been using the laptop for web browsing and document editing. Following a Windows update, the laptop is stuck on a pre-boot authentication screen requesting a password for the temporary user profile that Windows 10 creates during updates (defaultuser1). No password works to unlock it, and a certified HP repair partner declared that the laptop needs a new motherboard. This screen cannot be bypassed.

That's all well and good (well, actually incredibly sad, but let's for the sake of argument say that said security measures do have benefits). The problem is, both the aforementioned HP repair partner and the official HP phone support here in Greece declare that this is somehow 'user error' and my client has to pay upwards of 1350 euros for a new motherboard.

[MarcusC]

Hey @silencer51 🙂

Thank you for visiting the HP Support Community.

According to the Community's Rules of Participation:

4d. No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any safety measures.

Therefore, this topic is being locked. If you would like help resetting the password on your product, please Contact HP support in your region. 

Regards,

MarcusC