System locked out, power on password authentication fail

[Pcurranh7]

How do I restore my HP 17-cp0013dx to usability, system locked, authentication failure, think my daughter managed to set a password and then locked it trying to re-enter it some time later 

[VikramTheGreat]

Hi @Pcurranh7,

Welcome to the HP Support Community.
 

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

Before we try any recovery steps, I need to determine what password is being requested, because the solution is completely different depending on where the lock occurs.

Could you please provide:

• A photo of the exact screen showing the error message.
• The exact wording of the error.
• Does the message appear:
• Immediately after pressing the power button (before Windows loads)?
• Or at the Windows sign-in screen?
  
  

A few questions:

1. Is this a BIOS/Power-On Password prompt?
• Usually, a plain screen asking for a password before the HP logo or Windows loads.
2. Is this a Windows login password or PIN issue?
• Do you see your daughter's account or Microsoft account on the sign-in screen?
3. Are you receiving an "Authentication Failure", "Password Check Failed", "System Disabled", or another message?
4. Has the notebook ever had:
• Is a BIOS administrator password configured?
• A Microsoft account used for sign-in?
5. After several incorrect attempts, does the screen display:
• A halt code?
• A system disabled code?
• Any numbers or letters?
  
  

Please upload a picture of the screen if possible. That will help identify whether this is:

• A BIOS Power-On Password
• A Microsoft Account sign-in issue
• A BitLocker recovery screen
• Another authentication prompt

Once I can see the exact message, I can provide the correct HP-specific recovery steps for your HP 17-cp0013dx.

Take care and have an amazing day!