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Locked

‎10-25-2022 09:50 AM

HP Recommended
Product: HP ENVY x360 - 15-dr1072ms
Operating System: Microsoft Windows 10 (64-bit)

I bought a laptop November 12, 2020 and it recently locked me out with a "bitlocker error". There was a regular update pushed by Microsoft and the PC did not recover from it. The bitlocker error occurred.


I don't have the bitlocker key. I don't even have a Microsoft account for it, but I worked with Microsoft trying to fix the problem. Microsoft says the error occurs when the Windows OS Update is not properly installed by the hardware. It is also reported when a miscommunication from the device processor to the update occurs. Microsoft also mentioned this is a known issue to some manufacturers and the manufacturer should be able to help.

 

The only solution Microsoft can offer is to do a clean install which means I need the windows OS license/product key, but I don't have it because it was pre-installed on the laptop. They suggested I follow up with HP as HP may be able change the hardware??? or update it and the OS will follow.

 

I also reached out to the vendor who I bought the laptop from, but they told me the license was pre-installed by HP and suggested I work with HP to obtain it.

 

I worked with the HP chatbot and created a USB drive Windows OS recovery. This will help with a clean install, but I think I need the product key/license to activate the OS. 

 

Since the OS was pre-installed by HP, will HP provide the product/license key? How can I recover the laptop?

 

Thanks!

Category:
1 REPLY 1

‎10-25-2022 01:09 PM

HP Recommended

Hi,



Thank you for visiting the HP Support Community.



In that case it is not permitted to post instructions about locked password, bios password, windows password cause security measures.



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. Stay safe.

I work on behalf of HP.
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