Solved: BitLocker recovery screen upon boot-up - HP Support Community

ikealumani_2026 · ‎04-28-2026

Good day,

We are experiencing an issue with an HP ZBook computer that is stuck on the BitLocker recovery screen upon boot-up. The system is directing us to aka.ms/myrecoverykey however, when we log in, Microsoft indicates that no recovery key was saved to the account. This operating system was factory-installed, and we have never manually activated BitLocker, requested encryption, or uploaded a recovery code to a Microsoft account.

Since the data on the drive is not a priority, could you please provide instructions on how to bypass this lock to perform a clean installation of Windows 11 Pro? Specifically, we need to ensure the drive is accessible for reformatting during the setup process.

Thank you for your assistance.

SteffenBaierUK · ‎04-29-2026

Hello @ikealumani_2026 ,

Welcome to the HP community.

For cases related to BitLocker issues, please contact Microsoft Support.

The only way to recover your PC's BitLocker key is if you printed it out or exported it to your Microsoft account when you first set up your PC.

Find your BitLocker recovery key - Microsoft Support

Without the key, you will have to clean install Windows on the encrypted drive so you can use your PC again.

Best regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

SteffenBaierUK · ‎04-29-2026

Hello @ikealumani_2026 ,

Welcome to the HP community.

For cases related to BitLocker issues, please contact Microsoft Support.

The only way to recover your PC's BitLocker key is if you printed it out or exported it to your Microsoft account when you first set up your PC.

Find your BitLocker recovery key - Microsoft Support

Without the key, you will have to clean install Windows on the encrypted drive so you can use your PC again.

Best regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

ikealumani_2026 · ‎04-29-2026

Good day Steffen,

Thank you for your time and kind assistance; it is much appreciated.

I have successfully managed and completed the clean installation of Windows 11 Pro on the encrypted drive for the HP ZBook computer.

Thank you again for your kind support and assistance.

Best regards,

Ike A.

BitLocker recovery screen upon boot-up

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