My laptop previously failed and was repaired under warranty. When I tried to use it again, it opened to the BitLocker recovery screen. After continuing through recovery, Windows asked me to create a PIN, but the Wi-Fi controls were missing, so I couldn't complete setup. There is no visible way to connect to a network or enable airplane mode. I also tried starting in Safe Mode and using the recovery options to perform a factory reset, but neither worked. File Explorer, opened through Notepad, appears to show an empty local drive, and Safe Mode reports that the Microsoft Store is missing. I'm not very experienced with troubleshooting, so what is the safest way to either log in or completely reset and reinstall Windows?
2 Answers
The most reliable solution is usually a clean Windows installation from a USB drive rather than trying to reset it from the damaged recovery environment. Use another computer to create official Windows installation media on a USB drive, boot the laptop from that drive, and choose a custom installation. Be aware that deleting the existing partitions will erase the laptop, and BitLocker may prevent access to any old files unless you have the recovery key. If the laptop belongs to a school or organization, contact their IT department first because they may manage the BitLocker key and Windows setup.
Because the Wi-Fi adapter and recovery tools are missing, the repair may have left Windows without the correct drivers or the installation may be corrupted. Try connecting the laptop to the router with an Ethernet cable, if it has an Ethernet port, or use a USB Wi-Fi adapter. If networking still does not appear, download the laptop manufacturer's Wi-Fi and chipset drivers on another computer and copy them over with a USB drive. You can also open the advanced recovery menu and try Startup Repair or System Restore, but a clean reinstall is more dependable if those options fail.
Before erasing anything, check whether the BitLocker recovery key was saved to the Microsoft account previously used on the laptop. Without that key, encrypted files generally cannot be recovered.