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HP Recommended
All in One24-df0214 desktop
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I need to redo the initial setup of my new computer because of typos in email address, etc.   Cannot get beyond the PIN request page because it does not recognize the pin I entered the day before. One time I did get past that page and it asked for my email address, which I entered incorrectly and cannot change on the new computer.  Also, the wireless keyboard and wireless mouse are not working/syncing.  I cannot add these devices because I can't get into the software! I did plug in an old keyboard and mouse but cannot get beyond the Pin and email address pages.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

While not the easiest method, you could use the HP Cloud Recovery to return the software to factory settings which would allow you to do a start over.  I'm sure there are easier ways but outside of the forum guidelines.

https://kaas.hpcloud.hp.com/pdf-public/pdf_4511082_en-US-1.pdf

Or you could use the M$ download

 

If you need the install media for Windows 10, you can make it from this Microsoft download

https://www.microsoft.com/en-us/software-download/windows10

With a working PC, scroll down to the "Using the tool to create installation media"
and then follow the directions. You can make either the DVD or USB. Use this new media to install Windows 10.

The repair option on the initial screen may fix the problem or reinstall Windows
When the install asks for the product key, click the "I don't have a product key" option to continue,
then the install will continue. It will be activated once it connects to the internet, as it uses a digital key.


I'm not an HP employee.
Did this message answer your question? Please indicate below as an Accepted Solution!
Did you find this message useful? Click on the "Was this reply helpful" Yes button.

View solution in original post

5 REPLIES 5
HP Recommended

@JUL385 -- any "brand-new" HP computer is entitled to a few weeks of free telephone support from HP.

Have you tried that path?

 

HP Recommended

While not the easiest method, you could use the HP Cloud Recovery to return the software to factory settings which would allow you to do a start over.  I'm sure there are easier ways but outside of the forum guidelines.

https://kaas.hpcloud.hp.com/pdf-public/pdf_4511082_en-US-1.pdf

Or you could use the M$ download

 

If you need the install media for Windows 10, you can make it from this Microsoft download

https://www.microsoft.com/en-us/software-download/windows10

With a working PC, scroll down to the "Using the tool to create installation media"
and then follow the directions. You can make either the DVD or USB. Use this new media to install Windows 10.

The repair option on the initial screen may fix the problem or reinstall Windows
When the install asks for the product key, click the "I don't have a product key" option to continue,
then the install will continue. It will be activated once it connects to the internet, as it uses a digital key.


I'm not an HP employee.
Did this message answer your question? Please indicate below as an Accepted Solution!
Did you find this message useful? Click on the "Was this reply helpful" Yes button.
HP Recommended

One night I was on hold +20 minutes, then I hung up. Last night I was on hold +20 minutes then I heard it ring a phone then I was disconnected.  

HP Recommended

One night I was on hold +20 minutes, then I hung up. Last night I was on hold +20 minutes then I heard it ring a phone then I was disconnected.

HP Recommended

@JUL385 --  I heard it ring a phone then I was disconnected.

 

I have accidentally done the same, on my land-line -- my fingers slipped when trying to pick the handset out of its cradle, causing the call to be ended, as the handset accidentally re-engaged the button on the cradle.

 

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