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Complete novice. Can't past start-up menu (BSOD). Diagnostics all ok. No admin pw, no back ups.

HP Recommended
Microsoft Windows 10 (64-bit)

I have encountered the BSOD for the first time. After a lot of trial and error, I know my monitor is ok. I can get to a start up menu but I have tried the options I can there. A few I don't understand. Another time I got to an advanced options page that looked promising but I have no idea what my password is. Was told to try "Admin,"  "Administrator," and Password to no avail. 


Before you take this on, I need to tell you I have a bit of a disability and use voice to text word processing, which won't work here, and you may need to be patient with my typing and speed. Thanks in advance!   Carole 

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HP Recommended

Hi Carole52577,

Not to worry, I will try my best to assist you with the issue you are having.


The BSOD happens for 3 major reasons

1st reason: Faulty Hard drive
2nd Reason: Faulty RAM
3Rd reason: Faulty Operating System


Since you have mentioned that the Diagnostics are all ok, its an indication that there is no issues with the actual Hardwates on the unit

This could be more of a Operating system related issue.


We could actually try doing a system restore, that is restoring the system to a date on which the unit was working fine.

That can be done by following the steps mentioned in the below link.


However Since the unit is asking for a BIOS password you may not be able to complete a system restore without the password


Unfortunately, there is nothing we can do to help you with the BIOS password, since HP will no longer supply the required SMC.bin file that is used to clear the BIOS password.

It can be sorted by replacing the system which will not be done under warranty.

HP issued this document recently :

Also the forum rules were amended on 1 March 2019, which no longer allow us to help with removing BIOS passwords.
Rule 4.d...


Kindly contact the HP support of your region for further assistance.

Karthik Nataraj

I am an HP employee.

Im speaking on my behalf only and Im not speaking for HP.

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