How to re-install windows 10 to an encrypted laptop?

Question

Hello all,

My friend has a Surface laptop that hangs on login and doesn't respond.

He's sick of it and has asked me to reinstall windows.

He followed instructions and created a recovery USB but when I use it the following error occurs:

There was a problem resetting your PC. No changes were made.

So I checked the recovery USB and there isn't a restore point or systems image (lol).

So I downloaded a win 10 iso to just wipe and re-install and the keyboard doesn't work bizarrely - it only works with the recovery key, so I'm assuming that's bitlocker in action?

So what can I do?

Thanks,

-Edit

it's gotten worse now, it constantly asks me for the bitlocker password, and once given takes me to the log in screen and freezes!

-Edit 2!
I've gotten into command prompt. The current readonly state is on Yes, all others are no. But I can't disable read only via disk or attributes (cyclic redundancy check on volume clearing). Tried chkdsk to see if SSD was faulty and it didn't start for some reason.

***Moved from: Windows / Windows 10 / Install & upgrade***

***Assuming the user is using Surface Laptop 3***

Answer 1

Hi, I'm Robinson, an Independent Advisor and a Windows user like you.

This error can be caused by the secure boot settings on Bios.

Try to reset the secure Boot settings

1-Restart the system

2-At the Logo keep tapping F2

3-You will enter the BIOS screen

4-Go to Secure Boot header, expand and select Expert Key Management

5-Click the Restore Settings button

6-Select Factory Settings

7-Press OK

8-Exit the BIOS and restart and try to install again.

Answer 2

I'm sorry, I'm running out of possible fixes and solutions. Since this is an open forum, let's see if another member of the community has an alternative solution to the issue.

Answer 3

Hi, I'm Robinson, an Independent Advisor and a Windows user like you.
This error can be caused by the secure boot settings on Bios.
Try to reset the secure Boot settings
1-Restart the system
2-At the Logo keep tapping F2
3-You will enter the BIOS screen
4-Go to Secure Boot header, expand and select Expert Key Management
5-Click the Restore Settings button
6-Select Factory Settings
7-Press OK
8-Exit the BIOS and restart and try to install again.

Hi, Thanks for the reply.

I've gotten into the bios previously to change the boot up priority but now every time I try and get to the bios it throws the following error:

Bitlocker needs your recovery key to unlock your drive because secure boot policy has unexpectedly changed.

But every time I enter the recovery key it will skip past and go straight to the log in screen.

Is there another way to get to the bios?

Thanks for your help

Answer 4

Okay, thanks for your help, I'll wait and hope! :-)