Cannot unlock computer

[Lani_HELP]

Hello all, 

my name is Lani and I have been struggling with my computer for a few hours Now. My screen is on and im stuck on the lock screen but its not letting me unlock it. Ive turned it off and turned it back on, I even left it off for the night, completely shut off. Opened it again this morning and still nothing has changed. Maybe I banged it up a little? But iv’e done worse with it and i was still able to get it open. Please if you can, help me! 

[Irfan_06 · Accepted solution]

Hi @Lani_HELP,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Laptop that is stuck on the lock screen.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Please click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support