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Power on authentication not working

Elite 820 notebook G4
Microsoft Windows 10 (32-bit)
I set up power on authentication and was prompted to restart. Upon restart I was prompted to enter password or fingerprint swipe, but it won't accept either option, message states screen is locked please user power button to restart. I've tried power on and Esc to reboot but doesn't work. It's a new computer and I was busy setting everything up.
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Power on authentication not working

> please user power button to restart.

 

Hold down the power button for 30 seconds, until the computer turns itself off.

Then, touch the power button, to restart the computer.

 

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Power on authentication not working

If only it was that easy! I have done this but it restarts at the power on authentication page. I cannot get past this.
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Power on authentication not working

If you enter the wrong password a few times, does it display a numeric error-code? If so, post it here.

Some people on this forum seem to be able to use that code to generate a new password that will work.

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Power on authentication not working

After 3 attempts of password or fingerprint it just says "system locked. Press power button to restart" and it takes me back to same place. I think it's a hardware problem that the fingerprint and password does not work.
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Power on authentication not working

> I think it's a hardware problem that the fingerprint and password does not work. 

 

Yes, it is strange that it worked when you "registered" your fingerprint, associating with a password, but it no longer works.

 

Have you talked to HP Support? You do get  free "support" for a short time.

 

I'm stumped.

 

Can you return it, or exchange it?  It will go back to the factory, where they should be able to "reset" it, and then sell it as "refurbished" equipment.

 

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Power on authentication not working

Yes hopefully I can talk to support tmrw when they open
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Power on authentication not working


@MACtoHP1 wrote:
Yes hopefully I can talk to support tmrw when they open

did you found the solution?

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Power on authentication not working

Were u able to get help on the issue??
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