started laptop and Bi Locker is on. Person forgot password and recovery key is not in MicoSoft.

[fosicalo]

My wife opened her laptop, and BitLocker is on. We never heard of this before. She forgot her MS password. She has logged on with a PIN for years. She has used **bleep** for years. has not used a Hotmail account since. She did not know her password.

 I have basic computer knowledge and have tried all the suggestions that I have come across. Can not find a key in MS. Have some knowledge of CMD, but need the admin password to go into the BIOS.

 Is the laptop a brick? 

[Paul_Tikkanen]

It's not a brick but you will need to reinstall Windows on the encrypted drive so your wife can use the notebook again.

Since the drive can't be decrypted without the BitLocker recovery key none of the data on the drive can ever be recovered.

Please post the full model number or product number of your notebook so I can see if it is supported by the HP cloud recovery tool which you can use to reinstall Windows.

[fosicalo]

Model 17-ch0013dx

prodId 341T6UA#ABA

SN#8CG1238ND3

HP ENVY m Laptop

[Paul_Tikkanen · Accepted solution]

Yes, that model notebook is supported by the HP cloud recovery tool which you can use to make a bootable USB recovery drive that will reinstall Windows, the drivers and the software that originally came with the notebook.

You will need to use another Windows PC and a 32 GB USB flash drive to make the recovery media with.

Here is an info link for how to use the utility:

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support

You can download the software from the Microsoft Store:

HP Cloud Recovery Tool - Free download and install on Windows | Microsoft Store

Since you have to use the Cloud recovery tool on another PC, you will need to enter the notebook's product number in the tool's search window in order to proceed to make the recovery media.

Your notebook's product number is 341T6UA#ABA

[fosicalo]

 The workaround that you gave me worked. I do appreciate your help. My wife thanks you also and would give you a big hug if it were possible.  Thank you again for saving me from purchasing another laptop.

[Paul_Tikkanen]

You're very welcome.