HP Pavilion laptop 15-eg1xxxx stuck in Windows 10 update cycle that never completes

[EliBruce]

I am trying to help a family member with a laptop boot/Windows update problem.  Upon boot, Win 10 says that it is applying an update, gets to 35% and then restarts another update cycle.  Using information I found here in the community, I was able to interrupt the update cycle and get to the OS recovery dialog.  I have tried most of the recovery mechanisms and each has failed.  I’m now at a point where I think I need to do a system restore, but I’m stuck at a screen that is asking me for a Recovery Key.

The screen screen displays a Recovery Key ID and other documentation says that I can get to the key by logging into my Microsoft account.  But I didn’t install Windows on this laptop (HP did) and I wasn’t there when it was first booted up after being purchased from a big box vendor.

How can I use the Recovery Key ID to get the Recovery Key.  Thanks in advance for your comments!

[Treeko]

Hi @EliBruce,

Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

I see that you are facing issues with HP Pavilion Laptop PC 15-Eg1000 (43F53AV).

Please confirm if you are referring to Bitlocker Key as per your screen message.

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[EliBruce]

Yes, the screen does mention the Bitlocker Key.  I have the recovery key ID, but we're not supposed to put any specific information like that here in the community pages, Can you write to me directly at the email account that's in my community user profile and tell me how to proceed?

Thank you, Treeko!

[Treeko]

Hi @EliBruce,

Welcome to HP Support Community. 
 

Thank you for confirming on the Bitlocker issues with HP Pavilion Laptop PC 15-Eg1000 (43F53AV). 

Kindly refer to the steps on this link and let me know if that fixes the issue.

Note: Do not share any of your personal information such as serial, phone number, email ID, or keys, password etc.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[EliBruce]

Stay tuned, Treeko.  The relative feels uncomfortable with trying to do the procedure themselves, so the laptop is being brought to me later this week.  I will report back then on whether we got past the problem.

Thank you for your help, Treeko!

[Treeko]

Hi @EliBruce,

Kindly keep me posted, once you try the steps mentioned on the link shared earlier.

Note: Do not share any of your personal information such as serial, phone number, email ID, or keys, password etc.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a good day.

Treeko

HP Support

[EliBruce]

Treeko, I sincerely appreciate the effort you put forth to try and help, but the article you provided a link to only talks about how to get the recovery key "from your Microsoft account."  My relative searched through her email accounts and her daughter's email account and could not identify a Microsoft account.  Having installed Windows in the past myself, I assumed that this might have been done when Windows was installed.  The HP laptop came with Windows 10 pre-installed and I assume that the pre-installation was done by HP.

Perhaps the installation was done to take the OS up to the point where a Microsoft account would be created or identified by the end user, but my relatives have no record of this being done.  The only thing they have is the Recovery Key ID and that does not appear to be enough for them to move forward with a OS recovery.

I found a YouTube video (https://www.youtube.com/watch?v=2mFeoiExeX0) that might help.  The last solution at the end of the video has you launch a command prompt window as administrator and then use the command "manage-bde -protectors -get c:"  There is a screen shot in the video showing the output of this command line and the recovery key is displayed.

Now the issue will be to see if I can launch a command prompt window from the recovery options screens.

Thanks again, Treeko!