Start up issues

[Ivy76]

HP 17.3 inch Laptop PC 17-c4000 (B23HVAV)

Upon start up, I try to enter my pin, but it won't allow me to click in the box to enter it. I then click on forgot my password, this takes me to another screen, I then close this without entering anything and go back to original screen, it then lets me enter my pin.... 

Can anyone help with this issue?

Please and thank you 🙏

[Deep_World]

Hi @Ivy76,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I Understand your concern about no startup issue, don’t worry let me help you with this.

To better understand the issue, could you please provide a few more details?

• Does this happen every time you start your HP 17.3" Laptop, or only occasionally?
• Are you using Windows 11 or Windows 10?
• Have you noticed if the keyboard or touchpad becomes unresponsive at the same time, or is it only the PIN entry box that doesn’t respond?

Here are a few troubleshooting steps you can try in the meantime:

1. Check for Windows Updates
   • Go to Settings > Windows Update and make sure your system is fully updated. Sometimes login screen issues are patched in updates.
2. Update Drivers
   • Especially the keyboard and touchpad drivers. You can do this via Device Manager or through HP Support Assistant.
3. Perform a Clean Boot
   • This helps identify if a background program is interfering with the login process.
4. Run System File Checker
   • Open Command Prompt as administrator and type: sfc /scannow 

• This will check for and repair corrupted system files.
  
  5. Check Fast Startup Settings
• Go to Control Panel > Power Options > Choose what the power buttons do. Disable Fast Startup and see if that changes the behavior.

If the issue persists, we may need to look into whether it’s related to your user profile. 

I hope this helps.

[Ivy76]

Hiya Deep World Thank you very much for your reply. Questions you asked... 1.Are you using Windows 11 or Windows 10? Windows 11 2.Have you noticed if the keyboard or touchpad becomes unresponsive at the same time, or is it only the PIN entry box that doesn’t respond? Only pin box is unresponsive, as I can click on forgot password 3.Does this happen every time you start your HP 17.3" Laptop, or only occasionally? Happens occasionally Updated windows and drivers Laptop is not a touchscreen. I couldn't find Perform a Clean Boot, in HP support assistant, couldn't find it. But went through fixes and diagnostics. Couldn't find Open Command Prompt ? To perform the action. Disable Fast Startup done. However somewhere along the line, I'm not sure through where, I was following instructions and it took me to a small box and said to disable all these apps ? Or something like that, which I did, but I was supposed to go back and enable them except I forgot how !!? ... Whatever I done didn't fix the problem as I just tried to log in then... I'm hoping I haven't disabled something important.... I went through systems to try and find that little screen again and tried going through Control panel too without success. I've just added another problem to my list, bugger, I actually thought I was following your instructions but alas when I read it back it wasn't, then I re read and re read... Hoping something would trigger my memory. 😵😣 But it didn't.... Thanks for reading. Any suggestions? Cheers Ivy

[Deep_World]

Hi @Ivy76,
 

Thanks for your response. 

What likely happened is The “small box” you mentioned where you disabled apps was probably the System Configuration (msconfig) window. That’s where you can temporarily disable startup programs and services to troubleshoot issues. If you didn’t re‑enable them, some features may not load correctly, but it’s reversible.

Steps to try next

1. Re‑enable startup items
   • Press Windows key + R
   • Type msconfig and press Enter
   • Go to the Services tab → check Hide all Microsoft services → then click Enable all
   • Go to the Startup tab → click Open Task Manager → right‑click each disabled app and choose Enable
   • Restart your laptop
2. Run System File Checker
   • Press Windows key + S, type cmd
   • Right‑click Command Prompt → choose Run as administrator
   • Type: sfc /scannow and press Enter
   • This will check for and repair corrupted system files
3. Check for HP updates
   • Open HP Support Assistant → go to Updates → install any recommended updates
4. Create a new local account (test)
   • Go to Settings → Accounts → Family & other users
   • Add a new local user account and set a PIN
   • Restart and see if the issue happens there too. If not, it may be profile‑specific.
5. If the PIN box still freezes occasionally

• Try switching to password login instead of PIN (just to confirm if the issue is PIN‑specific).

Ivy, you’ve already done a lot of the right things (like disabling Fast Startup). The good news is that everything you changed can be undone, so nothing is permanently broken. 

I hope this helps.

[Ivy76]

Thanks Deep_World will try at my earliest convenience and let you know. 

Cheers 

Ivy

[Deep_World]

Hi @Ivy76,

Thank you for letting me know, and I really appreciate your patience while you work through this. It’s great to hear you’re planning to try the steps we discussed.

Please don’t hesitate to reach back out once you’ve had a chance to test things.  We’ll make sure you can enjoy your audio without interruptions.

Take your time, and when you’re ready, just let me know how it goes.

[Ivy76]

Hiya

I ran into problems...

1. Completed no issues 

2. After pressing windows+S this came up and there's nowhere to search 

 3. Completed no issues 

4. Family & other users is 2 different tabs ? As photo shows 

 so I created another account in family but it didn't ask about sign in.. so I went to other user's and done the same thing again no sign in options? ... 

5.  In sign in options tab there's nowhere to select password? 

 can you clarify please? 

Thanking you 

Ivy

[Deep_World]

Hi @Ivy76,
 

Thanks for your response and Thank you for sharing those details. 

You’ve already done a lot of the right troubleshooting steps, so please don’t worry: the changes you made (like disabling services in msconfig) are reversible, and nothing is permanently broken.

Here’s a quick clarification on the points you mentioned:

• Command Prompt search: When you press Windows key + S, it should open the search bar. If you don’t see it, try pressing Windows key + R, type cmd, and press Enter. Then right‑click on “Command Prompt” and choose Run as administrator.
• Family & other users: In Windows 11, “Family” and “Other users” are indeed separate sections. To create a test account, use Other users → Add account → choose “I don’t have this person’s sign‑in information” → then “Add a user without a Microsoft account.” That will let you set up a local account with a password or PIN.
• Sign‑in options: If you don’t see the password option, it may be hidden because your account is set to PIN only. You can re‑enable password login by going to Settings → Accounts → Sign‑in options → Password and setting one up again.

Since the issue is occasional and tied to the PIN box, it’s likely a software glitch rather than hardware failure. 

I hope this helps.

[Ivy76]

Hiya Deep_World...

Happy Easter... 🐇

Windows+R brings up this ??

I

 I added an account with PIN, same issues, then I deleted that one and created one with password., then restart.  When I attempted to log back in my pin wasn't working but the one account with password was. 

Obviously a PIN issue.

On the sign in page there's no option for password.

It won't let me add the photo of sign in page...will add to another chat...

Thank you 

Ivy

[Ivy76]

Hiya

Nope won't let me send photo ... Bugger...