PIN not available and can't change?

[007juk]

Hi,

I turned on my daughter's laptop and was presented with a message informing me that the PIN wasn't available and to click "Set up my PIN". When I click this, it generates a window advising me to search for an app in the store, when I click "Yes", it just returns me to the login screen again.

After 30 seconds, an explorer.exe error message appears, with an OK box, I press that and just return to the login screen again,

I tried to do a hard reset, by pressing F10 and accessing advanced options, I tried to reinstall or roll back to Version 10 Windows, but it said it couldn't perform.

I tried to do a restart, but the laptop is asking for a BitLocker recovery key, which I don't have. I was advised by Microsoft that it should be on my Microsoft account, but there is none recorded on it.

Microsoft have advised that the manufacturer HP adds this encryption as default, and they need to provide this.

I have wasted many hours on MS forums trying to get assistance, all I want is to use my laptop, but because I tried to upgrade to Win 11 as recommended every time I logged in previously, I can't even use the laptop now.

Please can someone assist from HP, thanks.

[Treeko]

Hi @007juk 
 

Welcome to HP Support Community. 

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

I see that you are facing Bitlocker issues with HPLaptop.

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

[007juk · Accepted solution]

Hi,

It never resolved the issue, so done a clean install of Windows 10.

Thanks.

[sandytechy20]

@007juk 

Good to know that issue is resolved after clean install.

Feel free contact us in the future if you need any assistance.

[JetsMets]

So, you lost all of your information with the W10 install? I can't find anything as to why this suddenly happened. One day my laptop is fine and then the next I can't use my PIN or fingerprint pad. 

[JetsMets]

Yes, but it wasn't resolved by anyone at HP! Thats his point. He had to do a complete install of W10. It shouldn't have to come to that. What is HP doing that this occurred?