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- Reset laptop windows laptop17

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06-03-2025 04:04 PM
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
06-05-2025 08:46 AM
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:
- On another PC, go to the HP Cloud Recovery Tool.
- Download and install the tool.
- Enter your HP laptop’s product ID (you can find it on the box or the bottom of the laptop).
- Follow the prompts to create a recovery USB.
- Plug the USB into your HP laptop.
- Turn it on and press Esc repeatedly, then F9 to boot from USB.
- 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:
- On another PC, go to HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support.
- Download the tool and create a bootable USB.
- Boot your HP laptop from the USB (press Esc, then F9).
- Choose Custom Install and delete all partitions (if you want a clean install).
- Proceed with Windows installation.
Option 3: Try Command Prompt Recovery (Advanced)
If you’re comfortable with the command line:
- Boot into Advanced Options > Command Prompt.
- 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