cannot put in password cursor moves but will not function to operate laptop comes on can see screen

[Jdrw]

when i turn on laptop screen comes on cursor moves when i place it and like click to put in password it doesn't function i cannot get into laptop or ease of access i went to boot mngmnt tried recovery and advanced recovery nothing worked im at command prompt to try that

[praveen196]

@Jdrw Welcome to HP Community!

I understand that you are unable to put in password cursor moves but will not function to operate laptop comes on can see the screen.

As you have stated that you have tried for recovery option as well. 

I would suggest you contact our phone support and check for the support option.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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