Unlocking deceased family member computer

[washn-riley]

My girlfriend’s mom died last year and she had a nice HP Pavilion.  She doesn't have any idea what the password is.  What does she need to do? The computer practically brand new.  Please help us.  Thank you. 

[Irfan_06]

Hi @washn-riley,

Welcome to the HP Support Community.

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

I see that you are facing an issue with accessing the laptop as it was used by another user.

Perform a recovery on your Laptop and let me know if that resolves the issue.

- Please click on this link for information on how to perform a recovery on your Laptop using the HP cloud recovery tool.  (Take a backup of the data before performing a recovery)

-Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Insert the recovery USB flash drive into a USB port on the laptop.

6) Then turn on the laptop and immediately press the esc key until the Start Up menu opens, and then press f9 to access the boot device menu.

7) Select the USB flash drive from which you want to boot and follow the on screen instructions to perform a recovery.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support