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Brand new Zbook, after transering data from old laptop

Customer Question
Brand new Zbook, after...

Brand new Zbook, after transering data from old laptop Poweron Authentication refuses to recogonise password ***** fingerprint

Technician's Assistant: What Operating System (OS) are you running on your ZBook?

Win 10 64 bit PRO

Technician's Assistant: What have you tried so far with your ZBook? Have you installed any updates recently?

Currently it is up to date as I got this laptop only 3 days ago and I began transferring data using Laplink and it restarted and it went into Poweron authentication mode, Tried going to BIOS but it is refusing to recogonise fingerprint or passeord

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

I opened up the Zbook, took out the RTZ 2 minutes ago - disconnected the jumpers from the HD and pwoersupply.

Submitted: 7 months ago.Category: Laptop
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Answered in 6 hours by:
12/14/2017
Laptop technician: Elgin Vega,
 replied 7 months ago
Elgin Vega
Category: Laptop
Satisfied Customers: 191
Experience: Tech Support annalist at Dell
Verified

Hi my name is***** will try my best to help you with this request.

There is a way to reset the password ***** your computer but the steps can be a bit difficult to follow, let me know if you are able to try the process.

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Customer reply replied 7 months ago
sure.
Laptop technician: Elgin Vega,
 replied 7 months ago

do you have the windows 10 disk?

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Laptop technician: Elgin Vega,
 replied 7 months ago

If your computer doesnt have dvdrom we have to create a bootable USB, you will need a 4GB pendrive.

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Customer reply replied 7 months ago
The laptop does not have a dvdrom drive and I have a 4 GB Disk. Getting it one moment please.
Customer reply replied 7 months ago
The laptop came loaded with Win 10 64 bit PRO
Customer reply replied 7 months ago
You cannot remotely connect as it does not permit you to go beyond Power On Authentication.
Laptop technician: Elgin Vega,
 replied 7 months ago

ok make sure the disk is backed up because it will be deleted.

Follow this instructions to create a bootable media creation tool for windows 10

https://www.youtube.com/watch?v=M3Z7suxifYI

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Customer reply replied 7 months ago
Its brand new - nothing is on it that I need.
Laptop technician: Elgin Vega,
 replied 7 months ago

yes I know ignore the remote session pop up, Ill try to guide you, but we need patience and to follow the instructions. I can connect to this computer to create the bootable disk if you want but i will use teamviewer

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Customer reply replied 7 months ago
Downloading the Media Creation Tool.
Laptop technician: Elgin Vega,
 replied 7 months ago

ok, let me know if need any help with the guide

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Customer reply replied 7 months ago
The only issue that I found is that it did not give me the option of Windows 10 64 bit Pro - which is what my new laptop uses.
Laptop technician: Elgin Vega,
 replied 7 months ago

its ok its just for booting is there windows 10 32bits?

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Customer reply replied 7 months ago
but it automatically chose 64 bit and I accepted it.
Customer reply replied 7 months ago
Forgive me for asking this rather silly question - how can you even get the new PC to recognize the USB drive, when you cannot even get into the boot sector? It goes straight into the PowerOn Authentication mode. Just curious. Not impatient.
Laptop technician: Elgin Vega,
 replied 7 months ago

ok it is working now?

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Customer reply replied 7 months ago
It is preparing it and it is at 43%.
Laptop technician: Elgin Vega,
 replied 7 months ago

nice

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Customer reply replied 7 months ago
Nope Error. It did not create the tool.
Laptop technician: Elgin Vega,
 replied 7 months ago

What error you got?

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Customer reply replied 7 months ago
Error Code: 0x80042405 - 0xA001A
Laptop technician: Elgin Vega,
 replied 7 months ago

Well without the bootable media is not possible to reset the password. we need 1 bootable windows disk to change it.

Can you try once more?

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Customer reply replied 7 months ago
OK Shall Try it from another laptop.
Laptop technician: Elgin Vega,
 replied 7 months ago

ok

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Customer reply replied 7 months ago
Done. Ready
Customer reply replied 7 months ago
The USB Drive is ready.
Customer reply replied 7 months ago
Awaiting your next steps.
Customer reply replied 7 months ago
Are you there Elgin?
Laptop technician: Elgin Vega,
 replied 7 months ago

Sorry, yes im here

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Laptop technician: Elgin Vega,
 replied 7 months ago

use this guide

https://www.youtube.com/watch?v=NW00gdvSYoU

beside select cd selecr usn device

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Customer reply replied 7 months ago
I connected the USB drive to the ZBook. I started the laptop. It went straight to the PowerOn Authentication Page and asked me to choose a user. (Same Screen that I have been on..)
Customer reply replied 7 months ago
Asks me to enter a password.
Laptop technician: Elgin Vega,
 replied 7 months ago

Ok you need to select the usb as first boot unit, let me check what keys yo need to make the process

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Laptop technician: Elgin Vega,
 replied 7 months ago

Restart the computer and press f9 repeatedly untill you see the boot menu, then select usb

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Customer reply replied 7 months ago
I am not too sure if you are familiar with the new security tool that exists with HP ZBook, it does not permit you to go beyond the PowerOn Authentication Page. F9 takes you to the same PowerOn Authentication Page. That is exactly why I was asking how you plan to make it recogonise the USB drive.Nope it does not work.
Laptop technician: Elgin Vega,
 replied 7 months ago

Ok f10 must work, to enter BIOS, and chsnge the boot options there

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Customer reply replied 7 months ago
Tried that too sir.
Customer reply replied 7 months ago
Takes me to the same PowerOn Authentication Page. I attempted all the regular routes before getting in touch with you.
Laptop technician: Elgin Vega,
 replied 7 months ago

it is the windows password ***** the BIOS password ***** you are stuck?

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Customer reply replied 7 months ago
BIOS password. It is there in the original question.
Laptop technician: Elgin Vega,
 replied 7 months ago

Yes as my fault i thought it was windows password ***** checking again

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Laptop technician: Elgin Vega,
 replied 7 months ago

For BIOS password ***** need to contact HP so they can send you a bin file to unlock the BIOS.

The phone number is *****

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Customer reply replied 7 months ago
we just wasted a lot of time without any resolution. I need a refund please.
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