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‎08-24-2021 07:03 PM

HP Recommended
Product: Envy x360
Operating System: Microsoft Windows 10 (32-bit)

I have an issue with an Envy x 360 laptop.  I want to reset the OS on it (Windows 10 home), and to do that I need to provide a recovery key.  The key is not through BitLocker, because BitLocker is not available for Windows 10 home. 

The instructions given for retrieving the key can be seen in the attached image.  However, when I kog in to my microsoft account at the given URL, the page has a message that "You don't have any BitLocker keys associated with your Microsoft account."  This is definitely the MS account with which my computer is associated, since an Envy x360 with the correct serial number is shown under "Devices" on the account.  I contacted Microsoft support and they said that the encryption was through HP rather than through Microsoft, and thus to contact HP.  However, I looked through some HP support docs and the instructions for retrieving recovery keys involved going through a Microsoft account.  Is there some way to retrieve a recovery key for my device from my HP account?

Any assistance with this would be greatly appreciated.

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