cannot log into Windows or restore to factory settings

[janlynn74]

would no longer let me log in said my microsoft password was not correct so i read that restoring to factory settings usually corrects it. no longer able to log in. restore failed. not sure what to do next?

[Flower_Bud]

@janlynn74

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, you're unable to login to Windows since its giving an error message "Password incorrect"

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

When was the last time it worked fine?

Were there any hardware/software changes made?

Note: Passwords are case sensitive therefore make sure you're typing the password correctly.

To reset your password:

• Go to the Reset your password page. 

• Choose the reason you need your password reset, then click Next.

• Enter the Microsoft account email address you're trying to recover.

• Enter the characters you see on the screen, then click Next.

• If you have security info on your account, Microsoft will send a one-time code to the alternate phone number or email address you gave us. After you enter the code on the next screen, you'll be able to make a new password.

If the issue persists, I would suggest you perform System Recovery: https://support.hp.com/si-en/document/c04758961#AbT5

Follow steps mentioned below "Recovery when Windows 10 does not start correctly"

NOTE: BACK UP YOUR PERSONAL DATA BEFORE PERFORMING SYSTEM RECOVERY.

If you're unable to perform System Recovery, I would suggest you order HP Recovery Media to reinstall Windows. To order follow steps from the link: https://support.hp.com/in-en/document/bph07143

Or contact our phone support: 

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.