HP Stream wrong email on startup screen

[MK2935]

Hi,

My daughter has an HP Stream for school, she usually just logs in with a 4 digit pin but she has somehow managed to change something so that now when you turn the power on it comes up with an email address and asks for a password.

The problem is the email is xxxx@yahoo.com rather than xxxx@yahoo.com.au so the password she has for that email does not work.

I've tried everything I can think of but it always ends up back to where I started, asking for the password for an email that's not hers.

What else can I try?!

Thank you

[MK2935]

Anyone?

[MKazi]

@MK2935

Let me take a moment to thank you for posting on the HP Support Forums. I came across your post and would like to help. 

I understand that your daughter has an HP Stream notebook. I read that after making some changes, the wrong email address shows up and asks for a password. I read that the correct email is xxxx@yahoo.com rather than xxxx@yahoo.com.au so the password for that email does not work. 

I would like to know the following information to assist you better:

• Please let me know the exact laptop model no. This link will help you to find the model no: http://hp.care/2bygf7l
• What version of Windows are you using (Win8 or Win10)?

Meanwhile, I suggest you to review the below documents:

• HP PCs - How to Change or Reset Password (Windows 😎.

• HP PCs - How to Change or Reset Password (Windows 10).

I hope this information helps. Let me know the results. Good luck! 🙂

[MK2935]

The model number is 11-r007TU

I think it's Windows 10 but I'm not 100% sure.

We can't reset the password because the email address doesn't exist. We went through the recover account steps but because it's not the right address we couldn't answer any of the questions like last email's sent etc.

[MKazi]

@MK2935

Thanks for replying with the information. I truly appreciate your efforts and patience. 

I checked the product specifications of your HP Stream Notebook 11-r007tu and found that it originally came with Win10. 

I did some further research. Windows should allow to delete the xxxx@yahoo.com.au email account. These emails are called the Windows connected accounts. 

The best way to remove or delete this account is by logging into another account on the same computer. Through the other account, we can manage/delete other unwanted accounts. The below steps should help:

• Go to your Microsoft account profile and sign in.

• The icons in the top right show the accounts you've already connected. Select the one you want to manage.

• Use the check boxes to select the settings you want and then select Save. Or, if you want to remove the account, tap or click Remove this connection completely.

Otherwise, the below steps should also help:

Step 1: Create a Local Account:

• You cannot delete an account from your machine while you are signed into it – you’ll need to create an alternative login with a local account first.

  To do that, access the all-new Settings menu; you can find it in the Start Menu or by pressing Windows + I.

• Next, navigate to the Accounts page. Once there, make sure you’re on the Your email and accountstab. Here you will see the option to Sign in with a local account instead underneath your name.

• Select it, and you’ll be presented with two options – Manage and Remove. “Manage” is essentially a shortcut to Microsoft’s online account management portal. You need to choose “Remove” and follow the remaining on-screen instructions.

Step 3: Delete Your Microsoft Account:

• Now that you’ve successfully removed the account from your machine, you can go ahead and delete it from Microsoft’s database. This will ensure that none of your data is used by the company without your consent, and will prevent it being harvested by an unapproved third-party without you being aware.

• Before proceeding, make sure you’ve done some basic housekeeping by deleting any credit card details you might have saved in the Windows Store, erasing all your emails and emptying the trash, removing any sensitive data from OneDrive, and backing up any important files.

  Once you’re sure that you are ready to proceed, navigate to login.live.com in your web browser and enter your login credentials.

• You’ll be presented with your account’s welcome page. You’ll need to navigate to the Security & privacy tab along the top of the screen, then click on More security settings under Account security (you might be asked to verify your identity with a security code).

• Scroll all the way down to the bottom of the page and click on Close my account. You’ll be presented with a warning screen that highlights some additional steps you should take before you make the plunge. Click Next.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know how this pans out. 

[MK2935]

I can't do any of these steps because I can't get into the laptop.

I can't sign in to the laptop, as soon as it turns on it asks for a password. There is no option to switch accounts or go to the start menu. I can't get to any other screen other than the one asking for a password.

[MKazi]

@MK2935

If you do not have any important data in it then we could try to reinstall Windows. This will restore the laptop to its original factory condition. 

Please refer to the steps mentioned under "Recovery when Windows 10 does not start correctly" from this HP document.

NOTE: For some reason, if the system recovery does not work or complete then the same document contains steps to "Disabling secure boot". You may disable the secure boot and retry to perform the system recovery.

Hope this works out. Cheers!