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Need to Factory Reset a Pavilion All-in-One

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Pavilion All in One 24 Series
Microsoft Windows 10 (32-bit)

My mother in law died, leaving a new computer and no password. We don't believe that she ever really used it. Nevertheless she set it up with a password, which she didn't know.  We'd like to reset the computer to factory settings and give it to our nephew. Can you help?  

We tried tapping F11 upon Start Up but it just led back to her Password Protected Screen.

Thank you,


HP Support Agent
HP Support Agent
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@Reboot-One I'm sorry for your loss, that said, I recommend you perform a hardware test on the hard drive to ensure there are no hardware issues before we process with the reset because normally, the F11 would have done the trick:
(Also, is that a local account or a Microsoft account?)

  1. Hold the power button for at least five seconds to turn off the computer.

  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

  4. Click Extensive Test.

  5. Click Run once, or Loop until error.

    While the test is running, the time remaining and test result for each component display on the screen.

  6. If a component fails a test, write down the failure ID (24-digit code)

If the test fails, please provide the failure ID, so I can help you accordingly,

If it passes, go through the steps in this link to help reset the windows back to factory defaults: Click here


Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

I am an HP Employee

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