Need to reset password

[Tara109]

I have a new laptop hp stream laptop purchased in 2019 and new used. My deceased grandson has a password on it but I can not recover the password or reset it because the laptop doesn't give me that option. I purchased the laptop for him and he passed away right after that. Is there a way I can recover the password?

[VikramTheGreat]

Hi @Tara109,

Welcome to the HP Support Community.
 

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

I'm very sorry to hear about your loss — that’s a truly difficult situation, and I understand how important it must be to access the laptop now.

Since it's a new but previously set up HP Stream laptop with a user password (and no reset option is appearing), here are the options you have:

Option 1: If your grandson used a Microsoft account to sign in (it will say something like username@outlook.com on the login screen), you may be able to:

1. Visit https://account.live.com/password/reset.
2. Follow the instructions to reset the password (you’ll need access to his email or phone used to register).

If you don’t have access to his recovery options, Microsoft may not allow the reset without proper verification.

Option 2: Factory Reset the Laptop

If you don’t need the data on the laptop and just want to start fresh, you can do a factory reset. Here's how:

1. Turn off the laptop completely.
2. Turn it on and immediately press the Esc key repeatedly (once every second) until the Startup Menu appears.
3. Press F11 for System Recovery.
4. Follow the on-screen instructions to reset the laptop to factory settings.

⚠️ Note: This will erase all files and programs on the laptop. Only do this if you're okay with losing the content.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support