Bitlocker. on laptop

[Treecem]

This laptop belonged to my mother. I helped her purchase it ion 2/2021. She has since developed dementia and is in memory care. She had done significant work on family pictures and ancestry. No one can find the password or PIN to access the laptop. I have tried several methods to reset or change the logon including trying to find certain files. However, she set the laptop up with Bitlocker and those files are not accessible through the command prompt. The drive letter comes up as X:\.

I can turn off the secure boot in BIOS. This will bring up a screen to decrypt the encrypted drive. There is a KEY ID that comes up. Is there a way to find the decrypt code based on the KEY ID? I would love to retrieve the work she did. My only other option would be to do a complete fresh install of Windows, but that would remove all of her work.

It has WINDOWS 10. and is a 1B9N3AV

I have the order # that I did for her. My name and her address for delivery is on an invoice sent when purchased, just to show that this is not a stolen computer. Is there a method to decrypt or recover her PIN to access this laptop?

[SteffenBaierUK]

Hello @Treecem ,

Welcome to the HP Poly community.

According to the Community's Rules of Participation:

4d. No posts shall include instructions/directions intended to bypass or subvert security mechanisms such as lock screens, BitLockers, BIOS lock, passwords, fingerprint/biometry scanners, PINs nor any other safety measures.

Therefore, this topic is being locked. If you would like help resetting the password on your product, please Contact HP support in your region.

For cases related to BitLocker issues, please contact Microsoft Support.

Best regards

Steffen Baier