HP Laptop wont factory reset

[yashi43]

HP Notebook model number 15DW0081WM running windows 10

My boyfriend's soon to be ex wife changed the passwords on his laptoop and now we cant get into it. All we want is it factory restored dony care about any data in it. from windows recovery (F11) trouble shoot and reset this computer i have tried multiple times to reset it to factory and it starts the process but wont complete it it still takes us to the login screen where we dont have a clue what the password (or microsoft account its linked to) is. I have reset the admin password and done everything i know to do. there is no hidden admin account that i can access anyway (if you have any info on how to do that that would be great) i cant get into command prompt because it requires a password as well. I have a portable dvd writer and a cd with windows 7 pro on it and i was just going to instll it but the setup process for it stops saying i need drivers for the dang thing. I have a usb and will download a copy of windows 10 to install if that is the only or best option i have main question is why wont it factory reset we even tried taking the battery off for a while and hit the power key repeatedly and that still didnt work just hoping someone had some suggestions thanks

[MarcusC]

Hey @yashi43  🙂

Thank you for visiting the HP Support Community.

According to the Community's Rules of Participation:

4d. No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any 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. 

Regards,

MarcusC