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How do I remove personal information from a Windows 11 laptop?

Tina Hayes 20 Reputation points
2025-12-10T04:24:38.7666667+00:00

I purchased a new laptop because my old one could not upgrade to Windows 11. However, I'm having major issues with video conferencing and need to return the laptop. Obviously I want to remove my personal information before returning it, but the Reset option on the device gives me an error - I've attempted to reset it 3 times without success. What is the best way to wipe all personal information from the laptop so I can return it in order to purchase something that works properly?

Windows for home | Windows 11 | Security and privacy
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  1. Estrella721 28,975 Reputation points Independent Advisor
    2025-12-10T05:02:06.71+00:00

    Hi,

    If resetting the computer does not work, your last resort is to perform a clean installation of Windows instead. This will remove all settings, apps, and files on the computer and make it look like it did when you first bought it.

    Find an empty USB drive with at least 8 GB of space and a working computer, then follow the steps below:

    1. Click this link: https://www.microsoft.com/software-download/windows11

    Under Download Windows 11 Disk Image (ISO), Click on "Download tool now."

    1. Run the tool, create a bootable USB drive or ISO file, and deselect the 'Use the recommended options for this PC' box to choose the correct language and edition.

    Once the process is done:

    1. Connect the installation media to your PC.
    2. Start your PC and press any key to continue. Click Next > Click Install Now.
    3. When the Windows Setup starts, follow the on-screen instructions.

    Note: If prompted for a product key, click 'I do not have a product key' and then click Next.

    Make sure you install the same edition of Windows 11 (Home or Pro) that you previously had installed to avoid activation issues.

    For a step-by-step guide with illustrations, click the link below and scroll down to the 'Steps to reinstall Windows with media' section, then expand the 'Clean install' option:

    https://support.microsoft.com/windows/reinstall-windows-with-the-installation-media-d8369486-3e33-7d9c-dccc-859e2b022fc7

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  1. Q&A Assist
    2025-12-10T04:24:50.3366667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To remove personal information from your Windows 11 laptop, especially if the Reset option is giving you errors, you can consider the following methods:

    1. Use the Remove Everything Feature: This feature allows you to remove all personal files, apps, and settings. You can access this by going to Settings > System > Recovery > Reset this PC and selecting Remove everything. This option will wipe your data and reinstall Windows.
    2. Perform a Factory Reset: If the built-in reset is failing, you can try to perform a factory reset using recovery media. You may need to create a Windows 11 installation USB drive using the Media Creation Tool from Microsoft's website. Boot from the USB drive and select the option to install Windows, which will also give you the option to delete all existing data.
    3. Use Windows Data Eraser Tools: If you want to ensure that your data is unrecoverable, consider using third-party data eraser tools that comply with data erasure standards. These tools can securely wipe your hard drive.
    4. Manual Deletion: As a last resort, you can manually delete your files and then use the built-in Disk Cleanup tool to remove temporary files and system files. However, this method is less secure than the others mentioned above.

    If you continue to experience issues with resetting the device, it may be worth seeking assistance from Microsoft support or the retailer from whom you purchased the laptop.

    References:

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  2. Tina Hayes 20 Reputation points
    2025-12-10T04:53:37.36+00:00

    The error was "There was an error resetting this PC. Nothing was changed."

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  3. Tina Hayes 20 Reputation points
    2025-12-10T21:02:27.45+00:00

    Thank you so much! I was able to get it onto the thumb drive and am now reinstalling Windows 11 without saving my personal information. I appreciate the help! Once upon a time I had a bit of tech savvy, but as technology has changed and I’ve gotten old, I’ve forgotten how or lost the ability to do so many things. Thank you again!

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