my HP laptop windows11

[jasminexy]

Hello,

My new laptop is not recognizing my login pin. It also does not recognize the internet  ( though the internet shows as connected on the laptop)which then does not allow pin change on microsoft account.

There are no longer options to shut or restart the laptop.

I need to return this laptop and would like to log in to delete a few files or do a factory reset. Please help!!!

Thank you,

[Deep_World]

Hi @jasminexy,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience caused don’t worry let me help you.

Since you cannot log in normally, the best approach is to use the Windows Recovery Environment (WinRE) to perform a factory reset:

1. Power Off the Laptop Completely
   • Press and hold the power button for 10–15 seconds until the laptop shuts down.
2. Enter Recovery Mode
   • Turn on the laptop and immediately press Esc repeatedly, then press F11 to access System Recovery.
   • If F11 does not work, try F9 or Shift + F10 during boot to access recovery options.
3. Perform a Factory Reset
   • In the HP Recovery / Windows Recovery Environment, choose:
   • Troubleshoot → Reset this PC → Remove everything
   • Follow the on-screen instructions to restore the laptop to factory settings.
   • This will delete all personal files and apps, returning the laptop to its original state.
4. Alternative: USB Recovery Media
   • If Recovery Partition is inaccessible, you can create a Windows 11 USB recovery drive using another computer:
     • Download the Windows Media Creation Tool from Microsoft.
     • Boot the HP laptop from the USB drive and select Custom Install → Delete all partitions → Install Windows.

 Note

• Performing a factory reset will remove all personal files, so this is the safest way to ensure nothing remains before returning the laptop.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[jasminexy]

​Thank you very much for the detailed and easy steps to resolve the laptop login issue. I did work with HP Technical support, but they were also not able to resolve it. I am returning the laptop but will keep your directions handy for future use.

[Deep_World]

Hi @jasminexy,

Thanks for your response. 

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Best Regards,

Deep_World