BitLocker Recovery Key does not work in Windows 10 and keeps relooping

Question

_{Tuesday, April 17, 2018 11:28 AM}

I hope this is the right forum to ask this question. 

My device is a Dell XPS and it has Windows 10 Pro on it. I am locked out of accessing anything at all on my device because of BitLocker. Since yesterday, every time I turn on my device I get a blue screen with this message ("BitLocker needs your recovery key to unlock your drive because Secure Boot has been disabled. Either Secure Boot must be re-enabled or BitLocker must be suspended for Windows to start normally" ) with options at the bottom of the page to either **1) "Press Enter to Continue" or 2) "Press Esc for more recovery options". **

I have the Recovery Key, it is correct, the Identifier Key matches up, but it just keeps immediately asking me for the Recovery Key no matter how many times I enter it and press continue.... (it shows a black load screen that says "DELL" like it always does when it boots up but now that load screen also says "Preparing Automatic Repair" at the bottom. It then loops back to the original blue screen prompting me to enter a recovery key again) 

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Choosing the option to "Press Esc for more recovery options" gets me nowhere as it lands me on a page that asks me to choose a keyboard layout. After I chose a keyboard layout then it pops a new screen asking me to choose Option 1) Troubleshoot or 2) Turn off your PC. "Turn Off Your PC" eventually brings me back to the blue screen requiring me to enter the recover key. Meanwhile, option "Troubleshoot" provides 6 different sub-options:

1) "System Restore" brings a pop up window saying "To use System Restore, you must specify which Windows installation to restore. Restart this computer, select an operating system, and then select System Restore." Obviously, I can't do this because I only have an option to shut down my device and when I turn it back on it will brings me back to the screen requiring me to enter the recovery file. 

2) "Recovery Image Recovery" brings a pop up window saying "An internal error occurred. The following information might help you resolve the error: STATUS_WAIT_2_(0x80070002)." If I click "OK" then eventually I will go back to the "Choose An Option" page to either "Troubleshoot" or "Turn Off My PC".

3) "Startup Repair" brings a new window saying "Startup Repair couldn't repair your PC. Press "Advanced option" to try other options to repair your PC or "Shut Down" to turn off your PC. Log file:"

4) "Command Prompt" - I read somewhere that the BitLocker may first need to be suspended from within WinRE. So, once I am in the command prompt I see this x:\windows\system32>

I typed in manage-bde -status c: to check the BitLocker status of the C: drive. I get "manage-bde -status' is not recognized as an internal or external command operable program or batch file. 

I also tried manage-bde -unlock c: -rp <**your 48-digit recovery password **and I also tried **manage-bde -protectors -disable c: **

Each time I get a message back saying these other commands are not recognized as internal or external command operable program or batch file.

I even tried to just type in C: and I get "The system cannot find the drive specified."

5) "UEFI Firmware Settings" - I am not even sure what this does. 

6) "Go back to the previous version" brings a new window saying "We ran into a problem and won't be able to take you back to the previous version of Windows. Try resetting your PC instead (Troubleshoot > Reset this PC)". Problem is I can't access the option to Reset my PC. 

Please, any advice is appreciated. I will try whatever I need to in order to regain access of my computer without having to reset it and lose everything on it. 

All replies (3)

_{Wednesday, April 18, 2018 2:30 AM | 1 vote}

Here are some steps that you can try:

1.Choose the “Skip this drive” link at the bottom of the page where you are asked to enter the recovery key. You should be presented with a menu that will let you get to a command prompt (The sequence is Advanced options -> Troubleshoot -> Advanced options -> Command prompt). 

2.Once you have a command prompt, use the following command to check the BitLocker status of the C: drive: ◦manage-bde -status c: 

3.If the status is returned as locked, you’ll need to use the following command to unlock it using your recovery password: ◦manage-bde -unlock c: -rp <your 48-digit recovery password> 

4.Once the drive is unlocked you'll need to use the following command to suspend protection: ◦ manage-bde -protectors -disable c: 

5.Then exit and reboot. The computer should now successfully boot Windows. Once there, use the BitLocker control panel to resume BitLocker protection. 

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_{Wednesday, April 18, 2018 3:58 PM}

Hi Vivian,

Thanks for answering my query. 

The reason why I have not done the "Skip this drive" step" is because such option does not show in my laptop. There are only two options (Skip this drive is not one of the options) on the bottom of the page where I am asked to enter recover key. They are:

1) "Press Enter to Continue" - brings me back to the initial blue page that asks me to enter recovery key again.

2) "Press Esc for more recovery options" - lands me on a page that requires me to choose a keyboard layout and after I choose a layout... a new page pop asking me to either 1) Troubleshoot or 2) Turn off my PC.

"Turn off my PC" eventually brings me back to the blue page requiring me to enter recovery key. Meanwhile, option "Troubleshoot" provides 6 different sub-options as I explain in my earlier post. 

I looks like I am stuck and I am unsure why there is no "Skip this drive" option for me...?

_{Monday, April 23, 2018 8:45 AM}

By default, the manage-bde is stored in  c:\windows\system32.

If it is not there, then the command line may not work with the error message prompt.

It works for me, we can assume that you have missed important system files. 

You have to do a clean install to format the c drive. Remember to back up your important file before format your drive.

Please remember to mark the replies as answers if they help.
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