HP Envy X360 Ryzen 5 2500U: Cannot reset BIOS password (was set by HP support, not me)

[anon13]

Product Information:

 - HP Envy x360 m Convertible

 - Model: 15m-bq121dx

[personal information removed per Rules Of Participation]

Issue:

The technician who did my product repair set an administrator password on my BIOS. I would like to know why this happened as well as how to default my BIOS settings and remove the password.

Proof:

When I sent my laptop in for repair I had completely reset everything to factory defaults. The BIOS as well as a completely fresh install of Windows 10 (as recommended by the technician).

The customer receipt shows that the hard drive was replaced, BIOS updated, extensive testing, and the operating system was reinstalled. I assume after updating my computer's BIOS that the password was set.

I have tried:

 1. hp bios configuration utility (which does not work because I don't know the password)

 2. removing the battery to reset the CMOS (which resets the CMOS but does not reset the password)

 3. entering bad info into the login and getting the number back then putting that into a bios password translation (decrypt) site to get the password (did not work)

 4. updating the BIOS from support/drivers (this does nothing, does not install on reboot)

This kind of thing is why I hesitate to buy new machines in the first place. This kind of "you bought it, but it's still ours" behavior by companies is the very thing that power users and programmers detest. I looked forward to using my laptop this weekend to work on a project, but since I am having to bother with this I won't have time to do that.

[anon13]

I have tried using this site: https://bios-pw.org/

My most recent system disabled code was

A [65CE55FA]

It changes each time I enter 3 incorrect passwords and reboot.

[REO51ST]

Welcome to the HP Support Community @anon13 

For that model you will need to contact HP in your region and they should be able to send you a customized SMC.bin file which you can use at boot to reset the password.

Phone >> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

When talking to the HP rep ask them to escalate your service request.

Just to note:

Do not try removing the RTC battery.  It will not remove the password, but it will reset the clock - as SMC files are time coded, a large disparity between the system clock and the time encoded in the SMC  will cause it to fail.

REO

[anon13]

Tried this and tech support told me they could only reset the BIOS password in the service center and since resetting the BIOS pw is not under warranty it would cost around $300 - $400.

Does anyone know when an updated version of the lockout message decrypt/translate tool will be released (with support for Alphanumeric codes)?

[anon13]

The RTC is for the clock crystal correct?

Is there no CMOS battery in these laptops?