windows or my HP computer operating system problem?

Question

I am locked out of my HP all-in-one computer. It wouldn’t allow me to change to a new password; since I cannot remember old p/W. I don’t know if the problem is with windows 11 or The computer system. What phe number to call tech to find out ? I would pay for virtual assistance to solve the Problem.

Egbert <PII removed>

Answer 1

Hello，egbert_297

Welcome to the Microsoft Community

Thank you for your feedback. I understand the problem you are facing. You mentioned that you cannot enter the system because you forgot your PIN code.

I recommend you try the following method to reset your PIN code.

First, I want to confirm whether your current computer is encrypted by Bitlocker. If it is encrypted, you can try the following steps.

Do you still remember the password of your Microsoft account?

If you still remember, you can follow the steps below to reset your Pin code

1. First, we need to confirm whether your computer has been encrypted by Bitlocker and you have the recovery key. You can use your mobile phone or other computer to access the following page with your Microsoft account to view the recovery key.

https://account.microsoft.com/devices/recoverykey

2. After you confirm your recovery key (it is best to write it down on paper when confirming it, in case you cannot see the key on this page later), enter the Bios according to the instructions of the motherboard/computer, and clear the data of the TPM chip.
3. After clearing, restart the computer and try to log in with your account. You will be prompted to reset the PIN code. Please make sure your network is working, then verify your account according to the prompts and reset the PIN code.

If your computer is not encrypted by Bitlocker, you can try the following steps.

1. According to the instructions of the motherboard/computer, enter the Bios and clear the data of the TPM chip.
2. After clearing, restart the computer and try to log in with your account. You will be prompted to reset the PIN code. Please make sure your network is working, then verify your account according to the prompts and reset the PIN code.

Disclaimer: To avoid data loss, please back up important data before operation.

If you cannot complete the operation of clearing TPM, you also try to use the auxiliary function to operate the system. This operation requires the creation of installation media. The detailed method is as follows.

Try to use the installation media to repair the system. How to create installation media, you can refer to the link below.

How to repair Windows using installation media (microsoft.com)

Here are the steps to repair your system using installation media.

1. Start your computer and enter the installation media

Insert the bootable USB drive into the USB port of your computer.

Restart your computer and enter the BIOS or UEFI settings by pressing a specific key (such as F2, F12, Del, etc.) during startup.

Set the boot order to boot from the USB device.

Save the settings and exit the BIOS or UEFI, and the computer will boot from the USB drive.

2. Enter the Windows installation interface

In the Windows installation interface, select your language, time, and keyboard layout, and then click "Next".

In the installation window, click the "Repair your computer" option in the lower left corner.

3. Select a repair option

In the "Choose an option" interface, select "Troubleshoot".

On the Troubleshoot screen, select Advanced options.

Select Startup Repair

Then follow the steps in the link below to enter Assisted Mode. These methods may seem complicated, but they usually work.

Create installation media for Windows - Microsoft Support

Best regards

Brian - Microsoft Community Support Specialist