Pc access and Bitlocker recovery

[Windows Server]

Hi there. My family is trying to access my pc abroad and a blue screen has suddenly appeared with the Bitlocker key request. They cannot go past this screen, even after restarting the pc , It simply displays the blue Bitlocker screen with all the options. They obviously have full permission and have been using it for almost a year with no fuss. I am abroad at the moment and unable to help them in person. Any help here would be grand. Thanks

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