Showing results for 
Search instead for 
Did you mean: 
Laninfrankie215 Honor Student
Honor Student
3 0 0 0
Message 1 of 2
Flag Post
HP Recommended


Factory Restore

Microsoft Windows 10 (64-bit)


I did a factory restore on my laptop, ( that erases everything, personal files and takes it back to when I first got the laptop ) ok now, I sold this to a friend and she went through the whole setup process,  after I did  the factory restore, Everything was great, Now she told me the next day,  when she first turned on the laptop, that it asked her for a PIN number from a person named Kiki Moreales, my name is not Kiki, her name is not Kiki. So why would it bring that name up as the administrator? I have no idea who that person is, and she said either did she.. if that was the case, why didn’t that come up at anytime, when she was going through the setup process?

I feel she is trying to get over on me.. so now I can’t get into the laptop and either can she, because it asks for a Kiki Moreales PIN number. So what do you think? I know she inputed that name and pin, because I know I didn’t do it. So PLEASE GIVE ME YOUR EXPERT ADVICE, WHO IS IN THE WRONG? ME OR HER? Thank You..

Provost Provost
19,010 16,951 1,579 3,735
Message 2 of 2
Flag Post
HP Recommended


Factory Restore


You are correct in that a factory reset will erase the entire drive -- so even if that account did exist, it would have been removed by the reset.


You're not wrong in what you did -- but I'm at a loss to explain how the other account got created.


My suggestion is that you do another factory reset and when that is done, have your friend do the setup and create their own account.  I would expect that this time, that other account will not appear.

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation