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‎10-19-2019 04:48 AM

HP Recommended
Product: Example: Pavilion 15 cw0980na
Operating System: Microsoft Windows 10 (64-bit)

My PC was working OK, until I decided to upgrade the McAfee virus stuff yesterday. The McAfee virus stuff downloaded onto the PC but then it's programme found that there was an earlier version of the virus stuff on the PC and duly uninstalled it. Then the McAfee programme said to switch off the PC to allow the newly installed computer programme to be installed.

So far so good. The trouble came when I wanted to enter my password on restart, the screen then said that the password was the wrong one, so after much pulling out of hair I have a 4 month old laptop that I cannot even enter my password into.

I do not have a re-boot USB or anything from which to get the pc working even in safe mode to try and uninstall the McAfee stuff and use the PC as it should be.

Sorry if this is rambling but the HP help desk is not open until Monday and I'm not too sure if this post is in the correct section of the forum.

I understand that I can switch on the PC and keep tapping the F10 key, which I've done, but then bottled out of which option to choose.

1 REPLY 1

‎10-19-2019 09:36 AM

HP Recommended

@notaveggie 


I wish we could help you, but sorry, due to recent changes in Community policy, we are no longer able to provide any assistance with password reset or recovery issues.

Also please note that now, to resolve a forgotten BIOS password issue, a system board replacement is required -- and additional customer costs apply, HP has issued this post about BIOS passwords: https://support.hp.com/us-en/document/c06368824.

In addition, according to the Community's Rules of Participation (which you can read from here: https://h30434.www3.hp.com/t5/custom/page/page-id/hp.rulespage😞

4d. No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any safety measures.

For assistance NOW, you have to contact your regional HP Customer Support location directly as they will confirm ownership of the PC before providing any assistance -- something we are not able to do from here.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html



I am a volunteer and I do not work for, nor represent, HP
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.