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Message 1 of 4
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can´t login after three times not recognizing my fingertip

HP Recommended
HP ENVY 5-ep0170nd
Microsoft Windows 10 (64-bit)

I can´t login after three times tying to use the fingertip recognition login. Then I was asked to use another login mode but I don´t know the codes requiered there. How do I recover access to my laptop (only used 3 days since I bought it)?

3 REPLIES 3
HP Support Agent
HP Support Agent
19,780 19,739 866 918
Message 2 of 4
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HP Recommended

@hasAdvice

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Did you make any changes to the settings of your PC prior to the issue?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default:

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Message 3 of 4
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HP Recommended

Thanks for the support. The laptop HP ENVY 15-ep0170nd was bought recently and just a few days used. The fingertip recognition was slow from the start and sometimes failing to identify. Probably a bit of a lack of relief on the finger. After three times failing the system was requiring a pincode login which I didn't define at de installation process so didn't help me to sign in. After investigating myself on WINDOWS I tried the WINDOWS10 reinstall process with use of the restore code, which helped me out of the problem (only needed to reinstall again all the software that I had downloaded two days before). So I didn't try your solution. I would like to know if it's possible to turn back to the old manner of logging in with a password. The security settings on my computer don't provide that option (only fingertip, pincode and security key). Is there a way to re-activate the password option (and suppress the fingertip)?

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HP Support Agent
HP Support Agent
19,780 19,739 866 918
Message 4 of 4
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@hasAdvice

Thank you for posting back.

 

Let's try this: https://support.hp.com/hr-en/document/c04648973 Change or Reset the Computer Password (Windows 10)
 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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