MediaMarkt - DisplayKalibrierungsService - BitLocker - Failed Microsoft Account

[Victus_User_123]

Hi - I bought a Notebook at MediaMarkt where a 
"Display Calibration Service" was added - means the OS was preconfigured.

When I turned on the first time the user "hp calibrite" was there and I went to account settings and
said, OK, let's have an official Microsoft account now. 

So I created one but it seems the password (which I only had to type once) was not taken correctly.

Situation: Now I cannot login because the password seems wrong.
> Microsoft says they cannot recover the account for safety reasons.
> MediaMarkt says I need to connect to HP.
> On HP I have no option to get in contact with HP.

When I tried to go to Factory Settings via F11 it seems the hard disk is protected by bitlocker.
I don't know the key and wonder if it cames form "hp calibrite" user or from my account which was created but I cannot log in.

So the problem: When turning on the new Microsoft account is there but password seems wrong, 
and Factory Settings does not work, because I do not have the BitLocker key. 
I wonder if MediaMarkt should have provided me those keys or if it is linked to my Windows Account whose creation
failed. 

Any advice how to proceed?

[VikramTheGreat]

Hi @Victus_User_123,

Welcome to the HP Support Community.
 

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

We understand you're currently unable to access your Victus by HP 15.6-inch Gaming Laptop (15-fa1000) due to a login issue with your Microsoft account and a BitLocker recovery key prompt when attempting to perform a system reset via F11 (HP Recovery Environment).

We understand how frustrating this is, especially when you're just trying to begin using your new notebook. Please follow the steps below for resolution.

Step 1: Check for the BitLocker Recovery Key

BitLocker is a Windows security feature that encrypts your data. The recovery key is typically backed up to your Microsoft account.

Please visit:
🔗 Sign in to your account

• Sign in using the same Microsoft account you attempted to set up during device initialization.
• If a recovery key is available, use it to unlock the device when prompted.

If no key is listed, it’s likely the setup process did not complete successfully, and the BitLocker key may be associated with the original administrator profile (hp calibrite) or provisioned by the store.

For more help, use this link: HP PCs - Using BitLocker and finding the recovery key (Windows 11, 10) | HP® Support

Step 2: Contact the Store of Purchase (MediaMarkt)

Since the device was sold pre-configured with a user profile already created, it’s possible that MediaMarkt or a third-party service provider activated encryption or set policies before delivery.

We recommend you:

1. Visit or call the MediaMarkt location  
2. Ask if they have:
   • The BitLocker recovery key
   • Credentials for the hp calibrite user (if available)
   • Option to reimage or reset the system at their service center

HP has no visibility into custom accounts or recovery keys created by a retailer or third-party service.

Try and keep us posted

I hope this helps.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @Victus_User_123,

Welcome to the HP Support Community.
 

Please try the steps shared above and let us know if this helps 
 

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat