Solution: If No Users Show When You Try to Reset Your Windows User Password

First of all, I’m sorry for the inconvenience. This will occur if there is a Bitlocker encryption on the drive. If you have your Bitlocker Recovery Key or can find your Bitlocker Recovery Key you can still reset your password using command prompt. See option 2 below.

Option 1 – Reinstall Your System

If you don’t have the key we will ship a replacement USB free of charge. The replacement Windows install USB that will allow you to install a new system on your computer so you can create a new user and access your PC, it will remove the files on the computer but there are ways to recover them. 

The only thing you need to do is email your address to info@ezalink.com (If your computer doesn’t run Windows 10 please specify which system you need in your email.)

We will update you with tracking details ASAP. Please do not return the USB you have! Thank you! 

– Ezalink Support Team

Option 2 – Solution Using Command Prompt

Step 1 – Locate Your Bitlocker Recovery Key.

If you’re unsure where to find your Bitlocker Recovery Key here’s how: https://support.microsoft.com/en-us/windows/finding-your-bitlocker-recovery-key-in-windows-6b71ad27-0b89-ea08-f143-056f5ab347d6

Step 2 – Use Command Prompt

  1. Click “options” then “launch command prompt”
  2. In command prompt, enter the following text and press ENTER: manage-bde -status
  3. You’ll see that the “Locked Status” states “Locked”
  4. To unlock the encrypted system drive (usually C:). Type the following command:
    manage-bde -unlock C: -RecoveryPassword insert_your_BitLocker_recovery_key
  5. After pressing Enter, you have to enter your Bitlocker user password: manage-bde -unlock C: -Password

  6. Now execute the following command to decrypt your system drive (give it time): manage-bde -off C:

  7. You can repeatedly type this command manage-bde -status to check the decryption progress. Look for “Percentage Encrypted” and wait for it to reach 0.0% (fully decrypted).

  8. Now you can click the Browse button to select the SAM registry on your system (C:) drive. Choose your regular account and click on Reset Password button to remove the password.