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- HP Community
- Notebooks
- Notebook Operating System and Recovery
- Can't factory reset used laptop from previous owner

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03-25-2024 05:06 PM
Hi - I bought this laptop for an employee who no longer works for me. He is not responding to allow me to unlock the laptop.
When I go to Press F11 and get to the Recovery Manager menu, the prompts eventually ask me for the Recovery Key which is linked to the former employee's microsoft account.
I click "Skip this Drive" and all I get is a message that says, "problem resetting your computer" and I am not able to do anything further.
How do I COMPLETELY start over and unlock the laptop. There is no data that needs saving or recovered.
The laptop has barely been used.
Thank you
03-25-2024 05:13 PM
Hey
Thank you for visiting the HP Support 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.
Regards,
Stay safe.