Windows 10 new laptop issue

[steve251]

Hi

I am trying to help an 80 year old lady who bought a new Medion laptop.

With the help of her Polish cleaner she

1. Created a Microsoft account with an email address @yahoo.co.uk that does not exist

2. Created a password or pin which she cannot remember

Now she/we cannot get into it.

Here’s the good bit. It has Bitlocker working on it.

We tried to create the email address but yahoo do not allow .co.uk anymore

Tried to factory reinstall it but the drive is not seen
Tried booting off Linux/other disks but drive is not visible
Tried reinstalling Windows but drive not showing

Tried support from Medion. At least she did but no help.

We could remove the drive but that would invalidate the warranty

Anyone got any suggestions on how to resolve this problem.?

Thanks in advance

Steve

 

[ousooner314]

Oh wow.. that's rough. Have you tried this to see if you can create a local admin account - https://www.howtogeek.com/222262/how-to-reset-your-forgotten-password-in-windows-10/? Scroll down to "Create a New User to Save Account Files".

Otherwise, a fresh install is probably your best bet. If the hard drive isn't showing, you might have to download the HDD drivers off the manufacturer's website and then manually load it during install. (I'm assuming the installer goes all the way to the point where you have to select a location to install)

Good luck!