Need to reset a laptop without a password

[Ronp50]

My brother-in-law died.  I need to reset his laptop without a password.  I already tried to hold the shift key down and restart, but that method does not work, it just restarts to the finger print / pin screen.

[Jerry_57]

Hi @Ronp50,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I’m truly sorry for your loss. I can imagine how heavy it feels to sit in front of your brother‑in‑law’s laptop, the screen glowing back at you, asking for a password you don’t have. Let’s take this one step at a time together.
 

Since the usual restart method only brings you back to the fingerprint or PIN screen, the next option is to perform a full reset using the recovery environment built into Windows. This will wipe the laptop clean and let you set it up as new:

Follow these steps:
 

Backup Data (if possible): If you have any opportunity to access your data, backup important files before proceeding, as a factory reset will erase all data on the device.

Access Recovery Mode:
 

• Turn off your laptop completely.
• Turn it back on and immediately start pressing the F11 key repeatedly. This should take you to the recovery menu. If F11 doesn't work, you might try ESC to enter the Startup menu and select the recovery option from there.

Perform a Factory Reset:
 

• Once you are in the recovery environment, look for the option to reset or restore the system.
• Follow the on-screen instructions to reset your laptop to its original factory settings.
  
  
  
  I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support