Mom's All-In-One PC cannot be restarted due to missing Bitlocker recovery key

[fvfierro]

The device is a HP All-in-One 24-cr0025m PC (876J0AA). Mom got one of the hoax 'call this number because your computer has a virus' scams. The computer would not allow the browser window to close or respond to the restart/shutdown command. She had to do a hard shutdown using the power button. At restart, the Bitlocker screen came up. She does not have the Bitlocker recovery key and her email address was deleted as it had not been used in over a year. The PC is less than 2 years old, so we are trying to find a way to wipe it and reinstall Windows. Any recommendations or solutions would be greatly appreciated.

[BeemerBiker]

Without an email her microsoft account will not reveal the recover key.  Was there an alternet login device such as phone number of second email?  It may be possible to get the original email activated.

Just reinstall the factory software

HP is removing cloud recovery for system over 5 years old.
The actual wording is a limited time after the warranty expires
You may want to get a copy of the cloud recovery before it is too late.
Cloud recovery provides all the custom HP drivers.
Go here and enter your product ID including the 3 characters after the # character
If you have cloud recovery you can restore your system using a 64gb flash.
It may take an hour or more to create the recovery USB.
Alternately, download from the MS windows store
Click here for instructions.

Let me know if there is still a problem.