Users Guide

d. Select the user phone number, enter the last four digits of the phone number, and then click Send code. A message with
a verification code is sent to the phone number.
e. Enter the verification code in the Code field, and then click Verify. BitLocker recovery keys that are associated with
your account are displayed.
f. Right-click and copy, or make a note of the recovery key applicable to your device, and click ENTER KEY.
g. Right-click and paste, or enter the recovery key in the Enter BitLocker recovery key field, and then click UNLOCK.
Your computer is unlocked.
2. Click START REPAIR.
The repair process starts, and the progress of repair is displayed.
● If the issue is fixed successfully, the Everything's back to normal status is displayed. Click DONE.
● If the issue cannot be fixed or if the repair is unsuccessful, an error message is displayed. Click RESET OPTIONS to
reset the operating system of your computer. See Reset your computer.
Back up files
Prerequisites
● Your computer must be connected to a power outlet.
● You must have an external storage device such as an SD card, USB drive, or USB hard drive to back up your files.
About this task
You can back up your personal files before you reset the operating system of your computer. If your computer is unable to
start the operating system, the SupportAssist OS Recovery environment starts automatically. If you want to manually start
SupportAssist OS recovery, see Manually start SupportAssist OS Recovery.
Steps
1. On the SupportAssist OS Recovery home page, click START BACKUP on the BACK UP FILES tile.
NOTE:
If software encryption is enabled on your computer, you are prompted to unlock your computer before you start
backing up the files on your computer.
Perform the following steps to unlock your computer:
a. Click NEXT on the page where instructions to unlock computer are displayed. The Microsoft account login page is
displayed.
b. Enter the Microsoft account login email or phone number, and then click Next.
c. Enter the Microsoft account password, and then click Sign in.
d. Select the user phone number, enter the last four digits of the phone number, and then click Send code. A message with
a verification code is sent to the phone number.
e. Enter the verification code in the Code field, and then click Verify. BitLocker recovery keys that are associated with
your account are displayed.
f. Right-click and copy, or make a note of the recovery key applicable to your device, and click ENTER KEY.
g. Right-click and paste, or enter the recovery key in the Enter BitLocker recovery key field, and then click UNLOCK.
Your computer is unlocked.
2. Click START BACKUP.
The files and folders on your computer are analyzed and the file count and the file size of the default Windows libraries are
displayed.
NOTE:
The file count and file size that are displayed may be greater than that of your user account. This is because the
Windows libraries contain files of all the user accounts on your computer.
3. Perform one of the following:
● Select the folders that you want to back up, and then click NEXT.
● To include or exclude specific files and folders for backup, click the Advanced Settings link. The Advanced Settings
page is displayed.
a. To include files or folders for the backup, select the check box beside those files or folders. To exclude files or folders
for the backup, clear the check box beside those files or folders.
b. Click NEXT.
Using SupportAssist OS Recovery
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