Hi, not sure if this is the right place to post my issue but here goes.

I recently bought a second hand XPS 13 9365 2 in 1 and unfortunately the previous user has left their Account On (for which I do not know the Password) and so I am trying (so far unsuccessfully) to Reset it Clear it and add create my own Admin Account and login.

I can Boot the Laptop by pressing Shift and I can select 'Housekeeping', 'Clean PC', 'Remove Everything' & then Select 'Cloud Download' (but this quickly returns 'Unable to Download, Use Local Install'.

So, I select 'Local Install' and I confirm 'Fully Clean Drive'. Sure enough the laptop displays 'Getting Things Ready' and then proceeds to 'Reset This PC' and shows 'Resetting PC with a percentage'.

It gets up to some 28% and then displays (in small font at top of screen):

'A config change was requested to clear the this computer's TPM'

'Warning: Clearing erases info stored on the TPM . You will lose all created keys and access to data encrypted by these keys'

'Press F12 to clear the TPM'

'Press ESC to reject this change request and continue'

I have tried both Options and both cause the laptop to Reboot, display 'Preparing' and then display 'Undoing Changes'.

All I am trying to do is Clean the Laptop so that I can create my Own Login Account.

(I have to admit I do not fully understand what the TPM is or does, but would have thought one way or another I should be able to Reset it Clean.

Any help will be greatly appreciated! Thank you in anticipation.

 

(a small further compliaction: the  but when I enter it here it is not found. .  As it happens I have another XPS 13 and in order to be allowed to submit my query I am using that here!)