I just got a brand new HP ENVY win 11. It was used as a display at Sam's Club. An employee set her

[Mobier]

The employee set up the ENVY with her name  and password. The problem here is she didn't record the password . So they couldn't log in. How do I get past this? I want to get in and create my own log in and delete hers.

[personal info removed]

[Rachel571]

Hi @Mobier,

Welcome to HP Support Community.

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

To gain access to your HP ENVY running Windows 11 and set up your own account, you'll likely need to perform a system reset, which will remove the previous user's account and data, allowing you to set up the device as if it were new. Here's how you can do this:

Option 1: Reset from the Login Screen

1. Start your HP ENVY and wait for the login screen to appear.
2. On the login screen, you should see a Power icon. Click on it.
3. While holding down the Shift key on your keyboard, select Restart from the options. This will reboot your PC into the Windows Recovery Environment (WinRE).
4. Once in WinRE, go to Troubleshoot > Reset this PC.
5. You will be given an option to Keep my files or Remove everything. Since you want to remove the previous user's data, select Remove everything.
6. Follow the on-screen instructions to complete the reset process.

Option 2: Fresh Start (If Available)

Windows 11 has a feature called Fresh Start, which reinstalls Windows while keeping or removing personal files and a minimal set of applications. However, this feature's availability and steps can vary depending on updates and versions.

Option 3: Use Installation Media

If the above options don't work or aren't available, you can use Windows 11 installation media to perform a clean install.

1. Create a Windows 11 Installation Media: You need a blank USB flash drive (at least 8 GB). Visit the official Microsoft website to download the Media Creation Tool and follow the instructions to create the installation media.
2. Boot from the USB Drive: Insert the USB drive into your HP ENVY, restart it, and enter the boot menu (usually by pressing F9, F12, Esc, or another key as instructed on the screen during startup).
3. Install Windows 11: Follow the on-screen prompts. When asked, select Custom: Install Windows only (advanced) to perform a clean install. This will remove all the current data, including the previous user's account.

Important Considerations

• Data Loss: All methods mentioned above will erase all data on the PC. Since it's a display model and you don't need the previous data, this shouldn't be an issue.
• Windows Activation: Ensure the device remains activated after the reset or reinstallation. Since it's a genuine HP ENVY, the Windows license should automatically activate once you connect to the internet, thanks to the digital license stored in the device's firmware.

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support