not able to log in to windows after installing HP Client Security Manager 8.3

[Usayd]

Hello Support Forum,

I have a problem with my security set up. I installed  HP Client Security Manager (sp65637.exe, 8.3.3.1786 ) under Windows 8.1 Pro 64 Bit to enable the fingerprint sensor and use the self-enryption feature of my new ProBook. After the software installation was complete I rebooted my notebook

The screenshots below illustrate the problem I am experiencing.

First I see this screen

This one is the second screen

 

Please note that I’m entering the correct password.

This is the third screenshot

And after that blank screen appears with a cursor blinking at the top left corner as illustrated in this last screenshot

 

And now I’m not able to login to my system. Do you have any other ideas what might be causing this issue and how to fix it?

Thank you,

Ali Imran

[IT_WinSec]

Hello @Usayd

Thank you for posting in the HP Support forum. Your detailed problem description is very much appreciated.

I am sorry for the issues you experience. This is not about you entering incorrect password. The screen you see is known as preboot authentication screen.

There are 2 possible reasons:

- It is either something went wrong when setting this up (with the encryption)

or

- Encryption is fine but then Windows got corrupted and now it cannot start.

Unfortunately, there is not much that can be done due to the encryption layer you have now.

It is either the encryption that went wrong or the Windows is not booting.

You will need to reimage your PC (reinstall Windows) or perform HP Recovery (load from the recovery partition to reinstall Windows).

How to perform HP Recovery using the built-in recovery manager > http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&section=ccweb&SFS=tdoc&language...

After performing HP Recovery (or Windows reinstallation), if you want to use the fingerprint reader software, use it without enabling the encryption. Instead, you can run/enable BitLocker (intergrated in Windows). Here is how >> https://www.howtogeek.com/192894/how-to-set-up-bitlocker-encryption-on-windows/