Forgot password and factory reset asks for it

[mary7777]

I have a desktop and set a password a few months ago but did  not write it down. I just got home and what I thought was it isn't working. I shift and restart to reset and the screen brings me to asking for password that I dont know. I donlt have disks or USB and am older and not technical. I'm desperate to access my computer

This should not be so unusual with nno solutions

[VikramTheGreat]

Hi @mary7777,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can imagine how stressful this situation is, especially when you're locked out of your computer and don't have technical tools or experience. You're not alone in this, and I’ll guide you through the safest and most effective options.

What’s Happening

Since you're using an HP desktop running Windows, and you've forgotten the local administrator password, and Shift + Restart leads to a screen asking for the password you don’t know, you're likely seeing the BitLocker recovery or Windows account verification screen, which unfortunately requires credentials.

Safe Options to Regain Access

Option 1: Check if You Use a Microsoft Account

If your login screen shows an email address, it's a Microsoft account. You can reset it online:

👉 Reset a forgotten Microsoft account password - Microsoft Support.

Once reset, use the new password to log in.

Option 2: Use Another Admin Account (if available)

If someone else has an admin account on the PC, they can:

• Log in to their account.
• Go to Settings > Accounts > Other users.
• Select your account and click Reset password.

Option 3: Use HP Recovery Tools

If you can't reset the password and there's no other account:

• You may need to reset the PC, which can remove files and apps.
• To do this:
  1. Turn off the PC.
  2. Turn it on and immediately press Esc repeatedly.
  3. Press F11 to enter HP Recovery Manager.
  4. Choose Troubleshoot > Reset this PC.

👉 HP Computer and Laptop System Recovery for Windows | HP® Support
 

⚠️ This will erase your files unless you choose “Keep my files.” If you’re unsure, I can help you back up first.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat