bitlocker was never enabled

[billc21]

Bitlocker was never enabled but the computer has locked up and now requires the key. It was never enabled and the key is not on the user cloud site and according to HP it is not on Win 11 home so how do I find a key, it happened when the McAfree scammers used a pop up which locked her pc so the only way she had to get rid of it was to switch off the pc without using shutdown as it kept coming up every start up the machine came up with the bitlocker blue screen, so she contacted me.

[Paul_Tikkanen]

The person that asked for help needs to get the Bitlocker key from their Microsoft account if they exported it there when they set up the PC.

Find your BitLocker recovery key - Microsoft Support

If the key is not recoverable, the only option the person has would be to reinstall Windows on the encrypted drive.

All data on the drive will never be able to be recovered.

[billc21]

I re-loaded the system and have found drive encryption  is enabled when it was loaded with a new image, it is a HP fault as there is no unlock key on the system and as it was put on before the system was online so no key on the cloud site. When I try to use the enable bitlocker on the system it comes up with bitlocker is not available on win 11 home you must upgrade to pro but it is there above the two bitlocker choices there is another block which says drive encryption is enabled but no reference to any unlock key. I have switched it off on her computer and I hope it does not come on again. HP needs to sort this as it is a common issue on social media on HP computer builds which have the encryption chip fitted to the motherboards.