After automatic HP BIOS Update, unable to reset login PIN

[Charlie30066]

I just sat down to use my computer for the first time in a couple of months.  There was a lengthy Windows update I had to wait for to complete.  After that was done, I signed into my computer just fine.

While I was using the computer, a minute later I got a notice from the HP support app saying I needed to do a restart to complete updating.  So I clicked the restart button, and 30 seconds later, my computer started powering down. During the updates, I saw a screen saying the HP Bios was being updated, with a progress bar. 512 blocks were written IIRC.

So when the computer booted again, the login screen said my PIN was unavailable and I needed to set it up again. So I clicked on “Set up my PIN” and it says it’ll send a code to my **bleep** email address to sign me in.  I’ve tried many things, checking junk folder, deleted, folder, resending the code at least 10 times now.  That code never comes.

The computer is only six months old. My impression is it comes with a year of warranty.  And there’s an HP support app on my computer that says I have another 5 months of warranty.  But anywhere they connect you with support, they always tell me my serial number is invalid.  I’ve checked the sticker on the bottom of my computer, the HP Support App, and the hp.com store where I bought the computer. They all have the same serial number that I’m putting in correctly.  But I’ve been told at least 4 different places online and on two different phone numbers I’ve called (that were both automated systems, no humans), that it’s an invalid serial number.

i was able to get into another account on the PC is how I was able to check the HP support app on the computer.

But I really need to get. Into my main account. And I’m really thinking this is going to have something to do with that BIOS TPM stuff so this isn’t going to be an easy fix.  I saw the HP software saying it was updating the BIOS, and then right after that I start having trouble with signing in is why I think it has to do with the BIOS TPM stuff. My understanding is all that is related.

Can someone tell me how to get in touch with support even if they think you have an  invalid serial number? Part of the reason I bought from HP.com was I figured that’d make it easier for HP to track my purchase if need be,

Can someone tell me how to fix the issue about not getting the code sent to my outlook email address when I try to reset up my PIN?

Or other way to get into my account?

I’m retired now. But I wrote software for a living when I was working. I’m not a computer novice. I did use to buy DELL products though and am not familiar with how HP does things.

[TheOldMan]

Here is a guide with a fix for that situation.  There is more than one method to try.  You will need the original password before you can fix the PIN, however.

https://allthings.how/how-to-fix-your-pin-is-no-longer-available-error-in-windows-11/

[Charlie30066 · Accepted solution]

Thank you for posting that guide.

what ended up happening is I sat down at the computer the next day, and there was ANOTHER Windows Update.

I installed that one and it fixed the problem.

i guess Microsoft and HP have had this problem before, So it’s already been fixed. But rather than fix it seamlessly, you have to do one set of updates, get the problem. And then then when the next update comes down, it gets fixed.

pretty crappy way to do business. But I guess that’s what we’re stuck with.

[TheOldMan]

Thanks for posting back.  Yes, it seems when a faulty update causes problems, it is good that a fix is made immediately.