Cannot get through Bitlocker Recovery

[Vocey]

I am met with Bitlocker recovery page, but i do not know my key, do not know what outlook account i used for this desktop (as i have been told i can find it through that), and i also do not have the option to do a factory reset (as windows is installed and locked).

Can anyone help with what i can do to get this functioning? It is still in Warranty.

[IT_WinSec]

Hello @Vocey

Welcome to the HP Support forum.

Did you perform any changes to the computer before this "issue" started ? BIOS settings, Windows changes ? Windows Updates ?

BitLocker is a Microsoft software designed to protect your PC against offline attacks, unauthorized access typically if your PC gets stolen. BitLocker is full disk encryption software.  BitLocker was activated by someone and during the PC activation time it prompts the user to save/store the key in a safe place.

• Make sure you remove all the peripherals from this computer - unplug mouse/keyboards/any cables or accessories.
• Press and hold the power-on button for 5-10 seconds until the computer powers off. Wait a few seconds and press the power button once to start the computer. Does it start fine now ?

• If it still doesn't start, power off the computer again. Start it and immediately begin hitting the Esc button repeatedly. HP Start up menu should come up. Press F10 to open BIOS and attempt to restore the BIOS settings to default ones.  Save the changes and restart

If it still prompts for the key - try logging into the Microsoft account. There is password recovery options here >> https://account.live.com/resetpassword.aspx

This option has an option for forgotten username, as well. Select "I know my password, but can't sign in" option and you will be able to login via means of phone number, etc... If you used your mobile phone number, this may help.

** If this is your own personal device, and if you are not aware of Bitlocker key, most probably you use a slightly different BitLocker version for certain PCs and tablets known as Device encryption. Probably your key is stored in Microsoft OneDrive with your Microsoft account here :

>> https://onedrive.live.com/recoverykey

More readings for you

>> https://arstechnica.com/information-technology/2015/12/microsoft-may-have-your-encryption-key-heres-...

>> http://windowsitpro.com/microsoft-surface/locating-your-microsoft-surface-bitlocker-recovery-key

Try these and let me know if you manage to find the key  OR  if you are able to boot.

Looking forward to your update

[Vocey]

Hi @IT_WinSec

I have been able to get into the Microsoft account, but it says I have no bit locker keys.
It suggests doing a full reset, but when I attempt to do this I get a message stating ‘The Drive where windows is installed is locked. Unlock the drive and try again. What else can I do?

[IT_WinSec]

Based on the model information, I can conclude your computer has Windows 10 and that you use Windows 10.

You can completely reinstall Windows and start from scratch - this will delete everything on this computer and will disable (remove) the Bitlocker layer. Here are instructions:

Windows reinstallation / clean installation :

- You can directly download Windows 10 ISO from MS site or download >> Media creation tool from Microsoft site, create installation DVD or installation USB  and  proceed with clean installation/reinstallation.

Download:

>> https://www.microsoft.com/en-us/software-download/windows10ISO

Make sure you select the proper version (64 bit / Home or Pro) 

Media Creation tool will always provide you with the latest Windows version/build - now 1709 Fall Creators Update.

- When download completes, you will need to write  the ISO image and boot from a bootable media. You will need a blank USB pendrive (min 4 GB capacity). Use the Medial Creation tool.

When ready with the USB drive or with the DVD:

Please, shutdown the computer using the power button.

Insert the Windows USB thumdrive prepared previously

Power on the PC.

As soon as you press the power-on button, start hitting the Esc button repeatedly (like tap-tap-tap).

This should open a HP Startup Menu

Choose F9 to open Boot options. Select the USB thumb drive as a boot option.

- Follow the on-screen instructions to install Windows 10. Perform clean installation/custom installation (not repair).

Delete all existing partitions and install Windows on Disc 0 Unallocated space

- After successful Windows installation, install drivers taken from HP web site or via Windows Update/Device Manager >> http://support.hp.com/us-en/document/c03330139

- Make sure Windows is Activated by going to Start > Settings > Update & Security > Windows Activation

- You may wish to stop some of the Windows Telemetry by using free tools such as Spybot AntiBeacon or DWS Lite

Hope this helps. Let me know how it goes

[Vocey]

Thankyou so much for the reply, its really appreciated.

I have put the windows download on a USB.

When i go to install in on the notebook i am met with two options

1) Upgrade: Install windows and keep files settings and applications

2) Custom: Install windows only (advanced)

If i select option 1 it says the upgrade option isnt available if you start your computer using windows installation media.

If i select option 2, it gives me 4 possible drives to install it on, however on each drive it says that windows cant be installed.

What would you suggest for my next action?

Thankyou in advance.

[IT_WinSec]

---

@Voceywrote:
(...)

2) Custom: Install windows only (advanced)

(...)

If i select option 2, it gives me 4 possible drives to install it on, however on each drive it says that windows cant be installed.

What would you suggest for my next action?

Thankyou in advance.

---

You are very welcome.

Check the post above for clarifications and details.

Once you select the second options, it gives you several partitions to install on.

You should select the advanced options and Delete all existing partitions.
Eventually, install Windows on Disc 0 Unallocated space

Let me know how it goes