The most probable cause is that your SCSI or RAID hard-disk drive controller is not supported by the standard Windows Setup CD/USB used to create a password reset disk. Please download additional drivers for your RAID/SCSI controller at the hardware vendor website. Specify the downloaded driver while creating a password reset ISO image file, and Windows Key/Passware Kit will copy it on the image.
NOTE: Drivers in UTF16-LE format are not supported, please contact Customer Service for manual patching.
Another cause is that your system disk (usually, C:) is encrypted with the BitLocker. If you know the BitLocker Recovery Key, please use the following guide:
1. On the BitLocker recovery screen, press Esc for more BitLocker recovery options.
2. Select "Skip this drive" at the right corner.
3. On the next screen, select "Troubleshoot".
4. On the Troubleshoot screen, select "Advanced options".
5. On the Advanced options screen, select "Command prompt".
6. From the WinRE command prompt, manually type the command:
manage-bde -status (note the disk letter shown)
7. Then write
manage-bde -unlock <disk letter> -rp <Recovery Key> to unlock the drive and press Enter
<disk letter> is the disk encrypted with BitLocker,
<Recovery Key> is the 48-digit key used for encryption. So an example would look like that:
manage-bde -unlock C: -rp 00000-00000-00000-00000-00000-00000-00000-00000
Once BitLocker encryption is turned off you can use Windows Key reset CD/USB to reset the Windows account.