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MsEnvy2019
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Can't Get Past Lockscreen

Example: HP ENVY - 17-bw0006navilion 65XX
Microsoft Windows 10 (64-bit)

Sometimes when I turn on my laptop, I get the HP symbol come up and then I get the lockscreen (Windows Spotlight). then I right click on the lock screen and usually get the box where I put my pin number.  Howver, just lately (a few times) I can't get to the log in screen.  I right click  on the lock screen and nothing happens.  I usually have to turn off and keep trying until I can somehow get the log on screen box to appear.  

 

Have done a HP diagnostic scan and it reports no problems

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HP Support Agent
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Message 2 of 4
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Can't Get Past Lockscreen

@MsEnvy2019

 

Once you are able to login, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Next run the SFC Scan to check for Windows errors. Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

 

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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MsEnvy2019
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Message 3 of 4
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Can't Get Past Lockscreen

I haven't had the problem since but I'm guessing what caused these problems was when I went to shut down at night, instead of pressing shut down I was pressing sleep in error.  Now that I am being cautious and making sure I press shut down, I haven't had the problem since.

 

I already have the HP Support Assistant and have previously installed updates from it

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HP Support Agent
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Message 4 of 4
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Can't Get Past Lockscreen

@MsEnvy2019

 

I'm glad you got this issue sorted out

 

Do visit our HP Support Community and drop us a message anytime you need help

 

Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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