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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎09-10-2016 07:16 AM

HP Recommended
Product: 15-r111na
Operating System: Microsoft Windows 10 (32-bit)

I was installing Kaspersky, to finish i had to restart the laptop. I did this but when my laptop switched back on i can not get past the lock screen. I would normally unlock it by either clicking the left hand button or swiping the mouse pad. It won't do anything!

3 REPLIES 3

‎09-10-2016 10:07 AM

HP Recommended

Hello @Leemo85,

 

Thank you for posting. Welcome to the HP Support forum !

 

Sound like a software issue that was caused by the drivers that the antivirus installed.

I'd suggest you try an option called System Restore to get your system before the antivirus program was installed - this once restore system files and settings to the condition before the change was done.

 

Here is how to invoke it:

 

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, start to hit the Esc button (like tap-tap-tap).

This should open a HP Startup Menu

 

3. Choose F11 for System Recovery options.

The computer should boot from recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Choose Troubleshoot > Advanced options > System Restore

 

Here is more info and detailed instructions >> http://support.hp.com/us-en/document/c03327545

>> http://support.hp.com/us-en/document/c03327545#AbT5

 

Once you successfully restore and reboot, try to login and hopefully it will work. Try to reinstall Kaspersky again [review its settings] and if it fails again, repeat System Restore and contact Kaspersky technical support

>> http://support.kaspersky.com/b2c

 

 

Let me know if this works for you.

Your FEEDBACK is important. Use the interactive buttons below and let me know if the post helps ;
*** HP employee *** I express personal opinion only *** Joined the Community in 2013
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‎09-10-2016 10:31 AM

HP Recommended

Thanks i had already tried this without any luck. The keyboard had totally froze. I ended using the mouse, and then using that to bring a keyboard up. After shutting down it is now working with full function of the touch pad and keyboard.

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‎09-10-2016 10:44 AM

HP Recommended

Well, in this case, I'd recommend you perform Windows Reset.

This will restore your Windows to factory settings (repair Windows, settings, system files) but can keep your personal files/info there.

 

Open it using the same method F11

Here is more info >> http://www.tenforums.com/tutorials/4130-reset-windows-10-a.html

Your FEEDBACK is important. Use the interactive buttons below and let me know if the post helps ;
*** HP employee *** I express personal opinion only *** Joined the Community in 2013
Was this reply helpful? Yes No
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