How to exist system image recovery menu

[Romziross]

Good day, i have a HP laptop recently bought on auction. system is stuck on system image recovery there are 2 options of user accounts and i dont know any of trhose user password please help

[Romziross]

Somebody anybody please help

[Hawks_Eye]

Hi @Romziross 

Welcome to the HP Support Community! We're here to help you get back up and running.

Hey, thanks for reaching out—and good on you for trying to revive this laptop instead of letting it gather dust. 

Since it’s stuck in System Image Recovery and asking for passwords to accounts you don’t recognize, here’s what’s likely going on and how you can move forward:

🧠 Why You're Seeing This

• The laptop was previously owned and still contains a Windows installation tied to someone else's user accounts.
• System Image Recovery is trying to restore or access a backup, but it requires the password of one of those accounts to proceed.
• Even if you reset the PC, Microsoft’s account protection may still block access due to BitLocker, Autopilot, or Device Protection.

🛠️ What You Can Try

1. Use HP Cloud Recovery Tool to Wipe and Reinstall Windows

This is the cleanest way to start fresh:

• On another PC, download the HP Cloud Recovery Tool.
• Plug in a USB drive (at least 16GB) and create a recovery image using your laptop’s serial number.
• Insert the USB into the locked laptop.
• Power it on and press Esc, then F9 to boot from USB.
• Follow the prompts to fully erase the drive and install a fresh copy of Windows.

⚠️ If the laptop is tied to a Microsoft account, it may still ask for that account after reinstalling. If so, you’ll need proof of ownership to request a release from Microsoft or HP.

2. Try Booting from Windows Installation Media

If you don’t want to use HP’s tool:

• Create a bootable USB using the Windows Media Creation Tool.
• Boot from it (Esc > F9 at startup).
• Choose “Repair your computer” > “Troubleshoot” > “Command Prompt”
• You can try enabling the hidden admin account:net user administrator /active:yes Then reboot and see if you can log in without a password.

🧾 If You Need to Prove Ownership

If the laptop is locked to a previous Microsoft account, you may need to contact HP or Microsoft support with:

• Proof of purchase from the auction
• Serial number of the device
• A request to release the device from the previous account

Let me know how far you get with these steps—I’ll guide you through whichever path you choose. You’re close to giving this laptop a second life 💪💻.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye