Reset laptop windows laptop17

[edu_florida]

I have a new laptop17 and the password is not working. Trying to reset but the instructions are not working.

REstart holding shift, go to -troubleshooted - advance options - reset pc - remove everything - message there was a problen reset this pc.

need help

[VikramTheGreat]

Hi @edu_florida,

Welcome to the HP Support Community.
 

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

Thanks for sharing the details—this is a frustrating issue, especially on a brand-new HP laptop. If you're getting the error “There was a problem resetting your PC”, it usually means the recovery environment is corrupted or incomplete.

Let’s walk through a few alternative solutions to get you back in:

Option 1: Use HP Cloud Recovery Tool (Recommended)

If the built-in reset isn’t working, you can reinstall Windows using HP’s Cloud Recovery Tool:

What You’ll Need:

• Another working PC
• A USB drive (at least 32 GB)

Steps:

1. On another PC, go to the HP Cloud Recovery Tool.
2. Download and install the tool.
3. Enter your HP laptop’s product ID (you can find it on the box or the bottom of the laptop).
4. Follow the prompts to create a recovery USB.
5. Plug the USB into your HP laptop.
6. Turn it on and press Esc repeatedly, then F9 to boot from USB.
7. Follow the on-screen instructions to reinstall Windows.

Option 2: Use Windows Installation Media

If HP’s tool doesn’t work, you can use Microsoft’s official method:

1. On another PC, go to HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support.
2. Download the tool and create a bootable USB.
3. Boot your HP laptop from the USB (press Esc, then F9).
4. Choose Custom Install and delete all partitions (if you want a clean install).
5. Proceed with Windows installation.

Option 3: Try Command Prompt Recovery (Advanced)

If you’re comfortable with the command line:

1. Boot into Advanced Options > Command Prompt.
2. Type: systemreset -factoryreset    or    systemreset

If that fails, you may need to use DISM or reinstall from USB.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support