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July 7th, 2025 09:33
Laptop can't be reset
My grandson has an Inspiron 15 3530 running Windows 11. He recently found it rejected his PIN. He tried resetting it via a Microsoft website but hasn't received a response. I wasn't with him so can't vouch for what he did.
I found two videos on YouTube which purported to to be able to reset his PIN. One involved editing the Registry, the other used Hiren's Boot CD (installed on a USB flash drive).
The first one appeared to work until it failed to open the C: drive from within Hive. The second one failed because it complained that it wasn't compatible with the OS.
My third attempt was to use the built-in restore function. This appeared to go smoothly and it downloaded the Windows 11 version of the factory image via WiFi.
After all the installation procedures and initial setting up, we came to the actual setting up of the laptop and there was no WiFi. I clicked on the 'Install driver' button and was presented with a filer window showing the C: drive. Clicking on this there was a few seconds activity and the display reverted to the previous scree with the 'Install driver' button.
Opening the C: drive and navigating to the Drivers folder, I found that it was empty. I used another machine to download the driver from the Dell Support site and copied it to a USB flash drive. I copied the driver onto the C: drive and tried to reinstall the driver again but with the same result. Examining the Driver folder again showed it still to be blank.
I then created a Windows 11 installation medium on another USB flash drive but on booting up and pressing F12 for the boot menu the flash drive did not appear to be found.
I am now out of all options and would be most grateful if someone could direct me to a solution.
anne_droid
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July 7th, 2025 11:00
Hi
One thing at a time....
To reset your Windows 11 PIN, follow these steps depending on whether you are signed in or locked out:
If you are not signed in (forgot PIN but remember your Microsoft account password):
At the Windows 11 login screen, click "I forgot my PIN" below the PIN entry box.
Enter your Microsoft account password when prompted and sign in.
Verify your identity using a linked phone number or email (you will receive a code).
Enter the verification code and then create a new PIN.
Confirm the new PIN and complete the reset process. You will then be able to sign in with the new PIN.
If you are signed in and want to change or reset your PIN:
Open Settings (you can search for it in the Start menu).
Navigate to Accounts > Sign-in options.
Under PIN (Windows Hello), select Change PIN or I forgot my PIN.
If changing, enter your current PIN and then enter the new PIN twice.
If resetting, follow the prompts to verify your identity and set a new PIN
which apparently failed.
So next would be the install...
There are USB to ethernet adapters, which if you are close to the router may help...
Local store or https://www.amazon.co.uk/usb-ethernet-adapter/s?k=usb+to+ethernet+adapter
Then hopefully you can download directly...
whichever is the correct type.
~~~~~~~~~~~~~~~~~~~~~~~~~~~
Is it possible to connect a Smart phone to the laptop, and transfer that way.
Format the USB on the 3530 and see if it is then recognised by A N Other machine, and drop the driver files onto it. It then must be recognised by the 3530.
(edited)
acornmcc
1 Rookie
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4 Posts
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July 7th, 2025 18:39
Thank you for your helpful suggestions.
Before I saw your reply, I did what most people do, that is, contrary to the evidence, I tried resetting to the factory default for a third(!) time. I hadn't mentioned before that I'd already tried it a second time with exactly the same result as the first time.
I left the room while it was carrying out the reset and, amazingly, it seemed to work this third time. Not cleanly but sufficient to allow me to connect with WiFi and do all the updates. It had automatically created a local account called defaultuser0. Even better, it recognised the USB flash drive with the network driver and I loaded it and rebooted. It went into the local account without a password or PIN.
I have decided that I will revert to an earlier (failed) plan and install the Microsoft clean version of Windows 11 from the flash drive I created previously.
I'll get my grandson to sit with me while I do the installation so that he can set up his account straight away.
Thanks again for your help
I'll repost with news of my success (hopefully) tomorrow.
(edited)
anne_droid
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660 Posts
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July 8th, 2025 10:08
@acornmcc
May I suggest you also find and copy your/his Bitlocker key?
I use Belarc Advisor to see assorted licence details, and either print them out or take a piccy for furure reference.
acornmcc
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July 9th, 2025 14:41
@anne_droid
Strange that you mention Bitlocker as, at some stage, in this saga, it asked for the Bitlocker key. However, my grandson has never used Bitlocker so I'm wondering why the system prompted for the key.
I don't know if Belarc will be any use now as the disc must have been overwritten by the factory image. I'll try it anyway as I have the installation file on one of my own machines.
Two developments to report:
Firstly, the attempt to carry out the installation of the Microsoft clean version of the OS fell at the first hurdle. As before, the main drive couldn't be seen and the installation media could only find the USB port. This was despite the C: drive being visible from the defaultuser0 account.
Secondly, my wife got into the drama. She pointed out that the laptop was still under warranty - it was bought at the end of September last year. I thought it was earlier than that and therefore assumed it was out of warranty. I shall now contact Dell Support and find out if my blundering about has voided the warranty.
I'm sorry to have wasted your time but I do appreciate your efforts to help me.
anne_droid
3 Apprentice
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660 Posts
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July 9th, 2025 21:32
Hi
You have not wasted my time at all.
BitLocker is enabled by default, it is supposed to ask or inform you, but it doesn't, and then the key is stored in your MS account, even of you are not aware of having one.
For my part I did not offer too much help, as it may have muddied the waters, if I went and suggested Linux Mint and AHCI etc etc.
If in doubt please ask.
Prego.
acornmcc
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July 10th, 2025 10:19
@anne_droid
I wasn't aware that Bitlocker was set by default. I wonder why Microsoft don't make that clear.
You can mention Linux Mint as much as you like as that is my daily driver. As far as Windows is concerned, I only use Win10 as a vehicle for running a specific piece of software (Virtual RiscPC from Virtual Acorn) and Win7 for running a different application (ABBYY FineReader 10).
My favourite OS (despite its many flaws and limited development) is RISC OS which Acorn Computers created to run on its Archimedes computer after it created the ARM chip. Then it was called the Acorn Risc Machine until it was spun off into a separate company and became Advanced Risc Machine.
Enough of the history lesson, I've drifted away from the subject of this thread. I'll just say thanks again for your help and I'll post briefly as and when the situation gets resolved.