Getting my info off my laptop

[Rigneysc]

HELP! I'm trying to speak with someone from HP, ANYONE from HP. I don't know the log-in account to access my key drive thingy that's needed to pull my information from my laptop. I've tried so many different options, but I can't find what's linked with this product. The website just keeps sending me around in circles! 

[Garp_senchau]

@Rigneysc, Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share your HP unit's product number with us? 

Need help finding your product number? We've got you covered! Check out this handy guide:  Click here

Now, let's dive into the issue! Could you please elaborate on what's happening with your unit? The more details you provide, the better we'll understand the problem and the faster we can resolve it! 

We're looking forward to helping you get back up and running! 

Regards, 

[Rigneysc]

Good evening!

This is my model number - 15-dy5399nr. The laptop just stopped working. It won’t turn on and it won’t charge. The charging port won’t light up either, which I would think means it’s not even taking in power.

The issue I currently have is not being able to get the BitKey. My laptop is registered for my schools ID, which I didn’t realize was the case when I started it. It shows it’s with a specific email address, but when I try logging into Microsoft email, it shows it doesn’t exist.

I just need to get my info now off the hard drive , as the laptop is being fixed with Asurion. 

[Garp_senchau]

Hi @Rigneysc,

Thank you for your response

If your HP laptop is asking for a power-up code or password and you don't have it, you can follow these steps to recover or bypass the issue:

Resetting Your Microsoft Account Password:

• If the password is for your Microsoft account, you can reset it using another device.
• Go to the Microsoft Recover your account page and follow the on-screen directions to reset your password.

BIOS Password Recovery:

• If the power-up code or password is for BIOS, you will need to reset or bypass it.
• You can try the following steps:
  • Shut down the laptop and remove any peripheral devices.
  • Disconnect all external devices and power cables.
  • Try removing the battery (if the battery is removable) and hold the power button for 15-20 seconds.
  • Reinsert the battery and try powering on the laptop.
• Also, you may refer to this guide: HP Notebook PCs - Recovering the BIOS (Basic Input Output System) | HP® Support

Also, you can refer to this post by the community experts: Solved: HP BIOS ADMIN PASSWORD LOST - HP Support Community - 5873081

If this doesn't work, we may need to consider getting the device repaired, as HP doesn't set a default admin password. In that case, the system board might need to be addressed.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[Rigzard]

So let's take a step back

My laptop stopped working on or around 10/8. I tried different power cords, but nothing would give it power. The light for the charging port would also not light-up, which is indicative of there being a motherboard issue.

Asurion, who I have insurance with from Amazon, suggested I get the info from the hard drive taken off or removed before I send it in, since it's not guaranteed to come back to me. When the tech tried to get the info off the hard drive, it asked for the BitLocker recovery key, that he said would be on my Microsoft account.

I can't find the BitLocker recovery key that's attached to the hard drive, since my account has been associated with my work email (stupidly).

This is where I'm stuck.