Bitlocker recovery key unknown or missing

[BradHowe]

I'd be happy to recover to factory default but it won't complete... still says the drive is locked.

[IT_WinSec]

Hello @BradHowe 

Thank you for posting in the HP Support Community.

I have moved your post here (from the TKB article to a thread, your own dedicated thread).

You can only reset to factory default condition if the drive is not locked, especially if you want to keep some things. However, if the Bitlocker recovery key cannot be entered or is unknown, then you need to perform fresh clean Windows installation

Here are instructions how to clean install/reinstall Windows 10:

Video reference >> https://www.youtube.com/watch?v=QAvFm52IjI4

Windows reinstallation / clean installation :

- You can directly download Windows 10 ISO from MS site or download >> Media creation tool from Microsoft site, create installation DVD or installation USB  and  proceed with clean installation/reinstallation.

Download:

>> https://www.microsoft.com/en-us/software-download/windows10ISO

Make sure you select the proper version (64 bit / Home or Pro) if asked.

Media Creation tool will always provide you with the latest Windows version/build - now 1809.

- When download completes, you will need to write  the ISO image and boot from a bootable media. You will need a blank USB pen-drive (min 8 GB capacity). Use the Media Creation tool.

When ready with the USB drive or with the DVD:

Please, shutdown the computer using the power button.

Insert the Windows USB thumbdrive prepared previously

Power on the PC.

As soon as you press the power-on button, start hitting the Esc button repeatedly (like tap-tap-tap).

This should open a HP Startup Menu

Choose F9 to open Boot options. Select the USB thumb drive as a boot option.

- Follow the on-screen instructions to install Windows 10. Perform clean installation/custom installation (not repair).

Delete all existing partitions and install Windows on Disc 0 Unallocated space

- After successful Windows installation, install drivers taken from HP web site or via Windows Update/Device Manager >> http://support.hp.com/us-en/document/c03330139

- Make sure Windows is Activated by going to Start > Settings > Update & Security > Windows Activation

- You might want to stop some of the Windows Telemetry by using free tools such as Spybot AntiBeacon or DWS Lite

Hope this helps. Let me know how it goes