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January 31st, 2019 08:00
Insp 15 requesting bitlocker key after memory swap
I operate a computer services and repair shop. A customer brought a computer which had an issue with the memory running at 100% in Win10. As a routine, I ran our hardware test disk and found that one of the memory modules had failed one of the memory tests. For troubleshooting purposes, I swapped out both memory modules and retested. They both passed all memory tests now. When I went to boot into Windows, the Bitlocker recovery process had interrupted the booting. It is requesting a recovery key. The customer has no knowledge of enabling Bitlocker. The computer is using a Microsoft account as login. So I logged in using the account to see if the Bitlocker key would be in the online portal, but it is not. I contacted MS support and they claim that Bitlocker was enabled by the computer's manufacturer. Can anyone offer any suggestions for getting past this Bitlocker recovery process or for getting a recovery key?
DELL-Chris M
Community Manager
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January 31st, 2019 11:00
Because BitLocker is an encryption product, Dell neither stores nor has the ability to provide a recovery key. Dell cannot circumvent the Microsoft BitLocker Recovery key process. If the recovery key is lost, the drive cannot be unlocked by other means. To return the system to operation, reinstalling Windows is the only option. This will lead to the loss of all data and configurations of the encrypted hard drive.