Unable to select troubleshoot from reset screen

[Ksm10]

I  am trying to reset an “all in one” HP computer that was gifted to us. When I access the blue screen on boot up my keyboard and mouse both go dead and I am unable to select the troubleshoot option as monitor is not touch screen. I am unsure how to proceed from here? 

[Bill_To]

Greetings @Ksm10 

Welcome to the HP Forum.

Microsoft pushed a buggy Windows update a while ago which broke USB function when using the Windows Recovery Environment. The situation you find yourself in looks like your PC has been affected by this buggy Windows update.

Check to see if you can do HP hardware Diagnostics at startup.

Check your PC's hardware using HP Diagnostics as follows:

Start the PC. Repeatedly tap the "ESC" key.

Select "F2". Run a quick drive test if you can.

You should be able to install Windows if you can run hardware diagnostics.

Since you have tried to do a Reset I'm guessing you have previously backed up system drive data.

This Site explains how to use the HP Cloud Recovery option if your PC qualifies.

Use a different PC to create USB HP Cloud Recovery media which can be used to reinstall Windows. Or you can do a clean Windows 11 install available Here.

Regards

[Ksm10]

Thanks @Bill_To ,

I will try that out. The biggest problem is that the previous owner passed away and the computer was given to us by her executor. Until I can get it restored I am unable to access anything at all, can’t get past the login screen. 

[Ksm10]

Ok, so buggy update seems to be confirmed. I am able to run hardware diagnostics but that doesn’t solve my issue. Still unable to run the troubleshooting or get past the former owners login screen to be able to do a reset. Normal keyboard shortcuts don’t seem to work either. 

[Bill_To]

Greetings @Ksm10 

You can do HP Hardware Diagnostics. This is good. 😊

Do you have the Windows log in password?

It would not be possible to do a Windows reset within Windows if you can't sign into Windows.

A Windows reset might be possible in the Windows Recovery Environment (WinRE) if the PC has USB function.

But you have stated,; "When I access the blue screen on boot up my keyboard and mouse both go dead and I am unable to select the troubleshoot option as monitor is not touch screen".

So it sounds like your PC seems to have no USB function, per your previous statement, when you try to troubleshoot in the WinRE.

My suggestions to correct a problem are limited to the feedback I receive. Maybe am am misunderstanding what is happening.

And, I can't solve every problem encountered; I have limits. I am not AI.

I think you will have to do a HP Cloud Recovery if your PC qualifies using the information you are providing,

Use a different PC to create USB HP Cloud Recovery media which can be used to reinstall Windows.

Or you can do a clean Windows 11 install. You can create Windows installation media Here.

Regards