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Error message with computer reset in safe mode

Stream 11-y020wm
Microsoft Windows 10 (32-bit)
I was able to get past bios with code from u gis but now I cant log into windows because the previous owner pw is unknown. So I have booted into safe mode or whatever its called, click on troubleshoot & & reset pc 3x and keep getting error message: "There was a problem resetting your PC. No changes were made."

Now what??

P.S. The girl we bought the computer from will not respond to emails, not happy.
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Error message with computer reset in safe mode

@Justinealicia,

 

Welcome to the HP Forums!

 

Thank you for posting your query on this forum, it's a great place to find answers.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you follow the steps in the below video and check whether the issue is resolved.

 

https://www.youtube.com/watch?v=PC3sUc3lr3E&feature=youtu.be&t=109

 

If you continue to face the issue, I am sending you a private message suggesting the next course of action.

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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Error message with computer reset in safe mode

There is not a slot for a recovery disc. The video was for windows 8, not windows 10 & I already have tried it in safe mode.
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Error message with computer reset in safe mode

@Justinealicia

 

It looks like you were interacting with The_Fossette, but he is out for the day. I'm KrazyToad & I'm at your service. 

 

Since this Notebook does not have a DVD drive, you can get the Recovery Media in a USB Flash drive

 

Since you are using Windows 10, you can refer to this Link: https://support.hp.com/th-en/document/c04742289

 

Keep me posted if you need further assistance

 

Thank you 😊


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and this will also help other community members with similar issue.
 

KrazyToad
I Am An HP Employee

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