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Message 1 of 2
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To login into my computer, like to unlock it my password isn’t working anymore and it wont let me re

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For some reason to unlock my laptop it won’t let me log in and my pin is no longer working and I don’t understand because I never reset it and it won’t let me reset it in so I can’t even get into my computer. In n order to do forgot password it says i must connect to the Internet but my computer won’t connect to Internet for me to do it which means I can’t reset my password so I just kind of frustrating please could somebody help me

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Message 2 of 2
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Thank you for posting on the HP Support Community.

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

  • Did this happen after a recent window or software update?
  • Have you made any hardware/software changes?
  • Have you tried any troubleshooting steps?

While you respond to that, let's try these steps: 

  • If you use a Microsoft email address and password to sign in, you can reset or change the password from any web browser. Go to Microsoft recover your account (in English) to create a new password.

If all attempts to recover your password are unsuccessful, you do not need to discard the computer. Instead, reset your PC to completely start over, creating a new password in the process.

 CAUTION: Reset this PC erases all files and local passwords. This resets the computer to the last known good version of Windows 10. After the reset, a list of apps that are no longer available is saved on the Desktop. You can reinstall apps and software from the Store or from installation discs.
  1. On the sign-in screen, press and hold the Shift key, click the power icon, select Restart, and continue pressing the Shift key until the Choose an option screen displays.

  2. Click Troubleshoot.

    Clicking the Troubleshoot button

  3. Click Reset this PC, and then click Remove everything.

    Keep my files and Remove everything options

  4. Click Only the drive where Windows is installed.

    Remove all files from the drive where Windows is installed or from all drives

  5. Click Just remove my files, and then click Reset.

    Just remove my files

    Windows reinstalls the operating system. When complete the Windows welcome screen displays.

For more information about user accounts, go to Managing User Accounts and Logins (Windows 10).

For more information about forgotten passwords, go to Microsoft policy about lost or forgotten passwords (in English).


Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

I am an HP Employee

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