Laptop password issue

[SanteeInjun]

One of my kids decided to change the password on my laptop and can't remember so we are unable to get into the laptop. Attempts have been made to enter the password to the point that when I try to reset it it says I do not have an internet connection. Looking at the screen it shows that there is a proper connection made and when I check it it shows that it is connected to my Wi-Fi. I'm not sure what needs to be done to rectify this issue.

[A_Gayathri]

Hi @SanteeInjun ,

Welcome to The HP Support Community.  

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

I understand you are facing a password issue on your HP Pavilion 15z-cw100 CTO laptop, you can try the following steps:
 

1. Check Internet Connection

• Verify Connection: Ensure your Wi-Fi is working by checking if other devices can access the internet. Sometimes, the laptop may show it's connected but still have issues connecting to certain services.
• Reconnect: Try disconnecting and reconnecting to the Wi-Fi network.

2. Use the Password Reset Option

• Windows Login Screen: On the login screen, if you see a “Reset password” or “Forgot password” option, click on it.
• Follow Instructions: Follow the prompts, and if you’re connected to the internet, it should help you reset the password.

3. Boot into Safe Mode

• Access Safe Mode: Restart your laptop and repeatedly press F8 or Shift + F8 before Windows starts loading to access Safe Mode. If successful, you might be able to log in using the built-in Administrator account, which may not require a password.
• Change Password: Once in Safe Mode, you can change or reset your password through the Control Panel.

4. Use a Password Reset Disk

• If Available: If you have previously created a password reset disk, insert it and follow the instructions to reset your password.

5. Reset Your PC

• Access Recovery Options: Restart your laptop and press F11 repeatedly to access the recovery options. Choose “Troubleshoot” and then “Reset this PC.” Note that this will remove your apps and settings but can keep your files if you choose the “Keep my files” option.
• Follow Instructions: Follow the prompts to complete the reset.

6. Use Another Account (if available)

• Log in with Another Account: If there are other accounts on the laptop with administrative privileges, log in with one of those accounts and change the password for the locked account.

7. Check for Updates or System Issues

• System Updates: Ensure your system is up-to-date by checking for Windows updates once you gain access. Sometimes, system updates can resolve underlying issues.

Refer to this document:  HP Pavilion - 15z-cw100 CTO User manual

I hope this helps. 

Take care and have a good day.

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