HP Drive Encryption Lock Out

[dystopianheroes]

My HP is only a few days old.  When I started it up for the first time, it worked fine and I enabled the HP Drive Encryption. A few days later, my computer needed to update and I allowed it, but couldn't because of the Driver Encryption. So I decided to entirely dump the computer because being someone who isn't really skilled with computers, I saw it as the smart thing to do ( this is where I think the issue started ).  So, hoping that my computer would just reboot and set back up as normal, the computer restarted as normal until it loaded up again.  It loads and the HP Drive Encryption preliminary log in screen shows up ( as it did before ) and asks for my password. But, when I put in the password ( and I know it's right ), it keeps saying TPM Authentication failed.

Before the screen showed up , it asked if I wanted to dump the TPM (Trusted Platform Module) data or something like that and I pressed accept.  So, now I'm locked out of my computer and stuck on the HP Drive Encyrption.  I've tried searching for any information on a situation similar to my own but I only ended up in dead ends.  And yes, I've already tried contacting tech support about this issue and the results weren't successful.

I'm at my wits end and can't figure this out on my own as I am new to HP and solving computer issues in general. 

[IT_WinSec]

Hello,

Welcome to the HP Support forum. Thank you for posting.

You need to clean reinstall the operating system. This includes the process of formatting your hard disk drive which will erase everything and should erase the preliminate screen - known as PreBoot Authnetication Screen - standard part of any full disk encryption software.

I believe you have no important files inside (even you had, they cannot be recovered). Depending what you have locked, you might also need to unlock the BIOS with the assistance of HP but we will comment this later

Please, confirm to me:

- you use a secondhand/refurbished computer ?

- what operating system with version you have on it ?

- did it come with some Windows preinstalled or you installed it on your own post-purchase ?

[dystopianheroes]

To answer your questions:

- My computer is refurbished.

- the operating system is Windows 10

- And it came with Windows preinstalled.

While, I'm glad you have answered, I have encountered a brand new issue.  My computer is now saying that " the preboot authetication application cannot be found ".

[IT_WinSec]

OK,

Windows might have been the OEM version preinstalled by HP the first time initially

or

it could be the OEM DSP license/refurbished license.

If OEM version by HP ( or some other version) , you are not expected to have a COA sticker

If the OEM DSP version for a refurbished PC, you should have a COA sticker like this >here<

Let me know your situation.

In the mean time you may try to see which one it is and if you have working recovery partition

1. Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

2. Power the computer back on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

Is there F11 listed in the menu options ???

3. If YES, choose F11 for System Recovery options.

The computer should boot from it's recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Every HP computer comes with recovery partition present to assist in tough moments.

4. If you manage to boot, try to load Troubleshoot > Reset this PC

Looking forware to your reply

[dystopianheroes]

I checked and unfortunately didn't find a sticker like that. I mean, there is a sticker, but not like the one in the example. It just says "Refurbished HP ProBook..." and then listes out the serial, product, and warranty characters. That's it though.

I followed the steps and couldn't reach the recovery partition. It seems to not be working and will say something like " BootDevice Not found , Please install and operating system to your hard drisk ".  Which, I'm assuming, that something went wrong and Windows might have been uninstalled from the system.

[savvy2]

F11 partitions are now gone, due to Refurb mans actions.

well its not from HP is it.

its a refurb.

that means anything can be there, (1000s of places do refurbs)

so ask the refurb man to fix it or

buy the HP media kit from HP.

ask HP for this and do that.

https://support.hp.com/us-en/document/bph07143

[IT_WinSec]

---

@dystopianheroes wrote:

I checked and unfortunately didn't find a sticker like that. I mean, there is a sticker, but not like the one in the example. It just says "Refurbished HP ProBook..." and then listes out the serial, product, and warranty characters. That's it though.

I followed the steps and couldn't reach the recovery partition. It seems to not be working and will say something like " BootDevice Not found , Please install and operating system to your hard drisk ".  Which, I'm assuming, that something went wrong and Windows might have been uninstalled from the system.

---

Hi @dystopianheroes

Thank you for your clarification.

Good news is your PC model HP Probook 455 HP supports Cloud Recovery tool and Windows installation is available to be downloaded from HP.

Follow the instructions here >> https://support.hp.com/in-en/document/c05115630

Once the USB drive is ready, plug it into the PC, restart it, attempt to boot from it (F9) and follow the instructions to install Windows. Here are details >> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&SFS=sdoc&section=ccweb&language...

Let me know once you reinstall Windows

[dystopianheroes]

@IT_WinSec

I have the Recovery Cloud tool on a usb, but when I go to F9 and click on the USB it keeps taking me back to the ESC menu.  And I have attempted to re install the Recovery Cloud on the USB and now the notebook won't register it.  I don't understand why it's doing that.

[savvy2]

we have no idea at all who is your REFURB man, store or whom.

not at all ,

why not ask them. for help its there PC, not ours now (software)

Your HDD is empty

you only have few choices to reInstall the OS. 

HP  media kit.

MS, buy ISO , and install it or buy the retail MS disk in a STORE>

or get if from MR unstated REFURB MAN ... why in the world not start a post and say how sold you this PC.

its like 100000 sources this.... endless...... not one can we guess, ever.

even kids now in a garage sell these on Fleabay.

[savvy2]

the F9 key is the boot key , power on rap F9 over and over or ESC then F9,  bingo the boot screen from BIOS.

you can boot any properly formatted USB stick

so your is not ,  proper,.

I can boot my HP media stick

my linux live stick or installs stick

or my Windows Live PE stick

any windows install ever made  put on a stick  , or  use any ISO (offical) and burn it to a stick with RUFUS.

as for sources of ISO , endless.

but here are 2

google how to fresh install windows.  its like on 1million web sites now.. endless...

or tell use how sold you this PC and that stick,