Cannot Log into Windows 11 after Update

[R_Pelko]

Hello HP Community -

In the last week, my HP Laptop required a Windows update. I selected to run the update and shut down the laptop as one would normally do.

The next time I went to turn on my laptop, I immediately noticed the WiFi I automatically have selected was not the light blue color it always was, however, it was red. I went to log in entering my password and I get the following prompt:

"Your credentials could not be verified. Something went wrong and your PIN isn't available (status: 0xc000006d, substatus: 0x0). Click to set up your PIN again."

I attempt to reset my PIN and I get screen asking for my Microsoft password. It asks to verify my identity by entering a code through an email which I type in, and get another screen saying something went wrong and I'm not able to reset my PIN.

So I go through Windows self help guide and hours of YouTube videos that tell me to get the computer into Safe Mode by holding the shift key while restarting your computer, go through command prompt and type in all these different codes, troubleshooting options, you name it. I go to the troubleshoot screen, startup settings, and restart, and this is where my blood pressure begins to rise...

Windows asks for a Bitlocker Key...

First, I've never heard of a bitlocker key, nor did I know my computer had one! I read more on what a bitlocker key is and where to obtain it. Microsoft says it's in my Microsoft account, on a flash drive, or something I would have printed. I looked through my Microsoft account as instructed and there's no devices associated with my account, which also means there's no bitlocker key. Therefore, I cannot do any of the troubleshoot options suggested by Microsoft.

I take the computer to Geek Squad for help because I was running out of ideas and needed help. They look at my computer and tell me it's a Windows issue and want to charge me $200 for data backup and to reinstall Windows. They also told me this is something they haven't seen before and it's very strange how I ended up where I am with my laptop. I asked what could have caused this issue and they tell me probably a corrupted file through the last update. I asked Geek Squad, so because Windows had me run an update, now I'm being screwed and have to pay to have my laptop back? Their reply was, "Yeah."

With my frustration at an all time high, I took my laptop home and contacted Windows support chat. After sitting over an hour in a queue, I speak with a rep through Windows and they tell me to find my bitlocker key through my Microsoft account. I told them the same thing I told Geek Squad, I don't have a bitlocker key, nor did I ever have one. Their reply was, "Contact your manufacturer. This is not a Windows problem."

So here I am looking for any help at this point. I have data on the computer (mostly pictures) I need to get off the hard drive before reinstalling Windows. If anyone has any ideas or solutions that's not going to cost me an arm and a leg, I would greatly appreciate them.

Thank you for your time.

[Max3Aj]

@R_Pelko, Welcome to the HP Support Community 

  

I understand you are facing an issue with your laptop. Not to worry I will help you to get a resolution to resolve the issue. 

  

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support