Freezing after boot up and Bitlocker issues

[Lisa6503]

Hi, my desktop has been freezing after boot up. The wheel icons spins and you can't move forward. Uninstalling updates and system restore helped for a while but the issue persisted. Then I tried a factory reset which helped for a while. When I tried a second factory reset, Bitlocker appeared. The computer was never registered and Bitlocker wasn't activated. I have no encryption key and cannot perform any reset without the key. It won't even perform a diagnostic test.I'm not computer savvy and I'm not sure what to do. 

[Garp_senchau · Accepted solution]

@Lisa6503, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

BitLocker Recovery Key

BitLocker is asking for a key because your system thinks something's changed, like after a reset. Here's how to find the key:

Microsoft Account: If you use a Microsoft account, you might find the key online.

USB or Print: If you saved it on a USB drive or printed it when setting up BitLocker, check there.

Also, i suggest you refer to this guide: HP PCs - Using BitLocker and finding the recovery key (Windows 11, 10) | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Lisa6503]

Hi, thank you for the information. Unfortunately, the device was never registered so the encryption key was never generated. I had to use a separate computer to download Windows to a crash drive and reinstall that way to bypass Bitlocker. I think it was a poor decision that Microsoft would trigger a security system automatically knowing that there's a good chance people can't bypass it without wiping the computer. But again, I appreciate your help.