Dean Dean
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Symptoms
  • The computer is of business class device (HP Commerical device) like HP Probook and Elitebook
  • User has activated a BIOS administrative password  and/or  power-on (POST) password but has eventually forgotten the password
  • Due to the unknown/forgotten password, the PC cannot be started or the access to the BIOS is limited/restriced, therefore some settings there cannot be managed or updated

 

Solution

 

Most business class notebooks (including Elitebook and Probook) have better stonger security than an average PC. BIOS Passwords cannot be removed here in the Forum (HP Community) - you will have to  contact HP Business Support  for assistance on removing the password.

 

Here is how to reach to HP:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> https://support.hp.com/us-en/contact-hp

 

Based on the country/location/PC model, contact options vary - web/chat/ticket/phone. Ask for SMC.bin file

 

  • HP Business support should be able to send you a customised SMC.bin file and instructions which you can use  to reset the password. 
  • After contacting the tech support, the first point of contact is Level 1 technician wo will confirm your wishes and will also collect specific unique information from your computer. A ticket will be assigned internally to a senior technician (engineer) who will evaluate the requirements and will generate a file which can be sent to you via email.

 

 

Once you receive the .bin file, here are the necessary instructions you need to follow



Follow these steps to clear an unknown password for the BIOS administrator:

  1. Save the attached SMC.bin file to a blank USB pendrive.
  2. Shut down the notebook. Insert the USB pendrive into any USB port. (If this notebook has both USB 2.0 and 3.0 ports, use a USB 2.0 port.)
  3. Press and hold the following three keys at the same time:
    the Windows key (near alt) , the Up-Arrow key, and the Down-Arrow key
  4. Click on and release the power button
    123321.png
    You will understand it worked via signal/sound indication

  5. Once you see a grey "SMC Command" screen, release the three keys mentioned in step 3.

    (Note: Steps 3, 4, and 5  signal the BIOS of this notebook to examine the USB ports and the HP_TOOLS partition for an SMC.bin file, and if it detects one, it is designed to run its command. This unique SMC.bin file contains the command to allow access into the BIOS as a BIOS administrator without supplying a password.)
  6. Read the grey screen about "SMC Command":
    ##  If you see a message "SMC Command failure", contact HP support and attach photo of the F1 System Information screen.
    ## On the other hand, if you see no "SMC Command" message of any sort, try steps 3, 4, and 5 again. You may also use a different brand and smaller capacity USB key. If that does not succeed, contact HP support. Pay attention to step 3 - press and hold the 3+1 button at the same time or very very fast one after another.
  • If you see a message "SMC Command success", then the command has worked.
  • Follow the on-screen instructions and restart the device. Begin tapping the F10 key (or the Esc key) like tap-tap-tap during start, so that the machine will go into the BIOS setup screen. (For this boot only, the machine should let you enter Setup without having to supply an administrator password. If the unit is restarted without performing the next step, the process will need to be ran again).

    7. From the File screen in the BIOS, highlight and select the option to "Reset BIOS Security to factory defaults". (This will clear the old unknown password.) Follow the prompts, and restart the notebook when prompted. Reminder: if this notebook uses BitLocker full disk encryption software, please choose to NOT reset the TPM! If it does not use BitLocker, you can also clear the TPM.

    8. If you wish to set a new administrator BIOS password, you may do so on a future boot cycle by pressing F10 and setting a fresh BIOS admin password within the BIOS setup screen.


If there is any serious difficulties, particularly at steps 6a or 6b - contact HP business support via email

 

 

If the above does not help, please contact HP Business support or post in the HP Community

Comments

N.B. !

 

  • After receiving the SMC.bin file from HP Business Support and
  • with regards to steps (3) and (4),

    note that for some HP computers you may also need to use an external USB keyboard for performing the steps (pressing and hold the following three keys at the same time)

P0Q50AA-ABU_2_1750x1285

Version history
Revision #:
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Last update:
‎11-08-2018 04:17 PM
Updated by:
 
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