BitLocker Keyboard lockout

Question

I have an hp omen 30l desktop gt13-1xxx and gone into Bios to turn enable the USB and all of the other stuff thats been recommended, I even removed the battery and let the power drain before starting it up and trying again. It doesn't work. I get the first bitlocker recovery screen which works with keyboard and mouse, then it lets me log into my pc, then it resets my pc and crashes or loops right back into the BitLocker recovery key screen that doesn't let my keyboard or mouse work no matter what I do. I've been to this second screen before a few months ago and the keyboard and mouse worked, but I updated windows a week ago before my pc crashed and one of my friends believe it's a setting that turns off the USB in the BitLocker screen. But the Bios settings didn't fix it like it should've and neither has removing the battery or resetting to defaults. I don't know if there's any way to get the keyboard and mouse to work on this screen without attempting a factory reset on my pc and even then I don't know if I'll be able to fix it - I know my recovery key is the issue. The first recovery key screen works and I can input it, it lets me put the key in and log into my pc, before it says immediately crashes again and goes back to the second recovery key screen that doesn't let my input the code. I inserted the screen of what it shows when I can log into my pc and make it into the home screen before it crashes back into the loop.

Answer 1

Hi someone two,

Welcome to Microsoft Q&A and thank you for reaching out to us.

Based on your description, you are experiencing a BitLocker recovery loop combined with USB input failure after a recent Windows update. Kindly correct me if I am wrong.

Please note that as a Microsoft Q&A moderator, I do not have direct access to your device configuration, but I will do my best to assist you using available documentation and troubleshooting steps.

To assist you better, could you verify what steps you have already tried? If possible, which articles or resources you have check to so far?

Based on you provided screenshot, as I checked, the SYSTEM_SERVICE_EXCEPTION (0x3B) stop code often relates to driver or system file corruption.

From my research, here are some recommended steps you can try to solve the issue:

Boot into Advance Startup options: As you mentioned that your keyboard and mouse work on the first BitLocker screen, you can try to enter the recovery key and then:

• Interrupt the boot process three times (power off during the spinning dots) to trigger Automatic Repair.
• From Advanced Options, go to: Troubleshoot > Advanced Options > Command Prompt or Startup Repair.

Run System File Repair Commands:

If you choose Command Prompt method, you can run SFC and DISM commands for Windows to scan and repair files:

sfc /scannow /offbootdir=C:\ /offwindir=C:\Windows 
DISM /Image:C:\ /Cleanup-Image /RestoreHealth

Kindly note to replace the C drive with your OS drive if it different.

You can also run manage-bde commands to disable BitLocker temporarily:

manage-bde -status 
manage-bde -unlock C: -RecoveryPassword <your-key> 
manage-bde -protectors -disable C:

If these options do not work, you can consider performing an in-place repair or reinstall using Windows installation media, as a clean reinstall can replace corrupted system files causing the 0x3B error, reset boot configuration and remove problematic drivers and allow you to reconfigure BitLocker properly.

If you’re not comfortable performing these steps or the problem continues after trying them, I suggest taking the device to a professional IT repair service. They can handle BitLocker decryption safely, check for hardware issues that might be causing the crashes, and reinstall Windows in a way that preserves your data and ensures everything is configured correctly. This approach reduces the risk of data loss and saves time compared to troubleshooting on your own.

Thank you very much for your time, if you have any questions or need further clarification, kindly let me know. I would love to assist you further.

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