These are instructions for the password reset on corporate Windows devices First always ensure the user has access to zoom from another device in order to proceed

Set up a Zoom meeting and walk the employee through the following steps:

1. Provide user with password to admin account
   This is located in 1password under All Accounts with the Entry name listed as ”User Admin Accounts”

2. Provide instructions to change standard password via lusrmgr.msc 





3. Right-click on the standard account (firstname.lastname) for the employee




4. Select “Set Password”

5. Select “Proceed”



6. Instruct end user to set password for their local account




 

Test the Password for functionality to ensure user can login to the standard account with newly created password

Request that the employee attempt to log into the standard account (firstname.lastname) on the affected laptop.

 

If the above failed, proceed with providing a recovery key and entering into troubleshooting via Settings

1. Go into 1Password and go into the folder “Windows BitLocker Recovery Keys”



2. Locate the appropriate recovery key for the employee and provide that via email and then notify them about the key via Slack.
3. You will also need to provide the Recovery Questions located in the folder “Shared-A6 Windows” > “PC Laptop Recovery Questions”



4. Instruct the end user to retrieve the recovery responses in their corporate inbox tell them to attempt to reset the password by pressing the “forgot password” on the login screen



5. Windows will at this point ask for the recovery questions and responses so the end user can enter the provided responses and proceed with the password reset



6. It will prompt them for the answers and have them enter it

7. At this point you press “next” and the password will reset prompting you to enter your new password.