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Locked

‎01-25-2025 12:42 PM

HP Recommended
Product: HP ENVY Desktop PC TE01-5000i (8R3Q6AV)

downloaded a pgm from a cd, then had to restart this brand-new, barely set up, envy and now stuck with bitlocker key, found that, entered, same thing--says microsoft has to issue.

 

 

Category:
1 REPLY 1

‎01-25-2025 05:22 PM - edited ‎01-25-2025 05:52 PM

HP Recommended

Greetings @MaryE6 

 

Welcome to the HP Forum.

 

Sorry to see you are having a problem with a brand new PC.

 

Did you happen to update the BIOS?

 

The BitLocker screen asking for a recovery key can happen after a BIOS update. And, you did not turn off BitLocker prior to doing the BIOS update.

 

Plus, it appears the correct BitLocker recovery key failed to decrypt the system drive.

 

A corrupted Trusted Platform Module can result in recovery key failure.

 

You will have to do a HP Cloud Recovery. All data on the system drive is inaccessible,

 

You might consider returning the PC if you did not do a BIOS update. A new PC BitLocker problem not caused by a BIOS update suggests something is amiss.

 

All things equal, I don't use BitLocker.

 

Back up data to external media often if you continue to use BitLocker.

 

Regards

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