hp 15 laptop cant login first screen

[samuel16]

hp 15 laptop, now cant login on first screen, took to computer store he tried the windows password reset, told me would have to wipe drive because its a email/microsoft issue, i can access my microsoft acct from other computers just not this one, when i type password comes back password incorrect with no other options, i think thas happened after a update not sure though, tried restore date didnt work, tried password reset didnt work but worked on other computers

[A4Apollo]

Hey there! @samuel16, 

Were there any recent windows update on the PC?

Please share the product number of your PC to assist you better.

Check whether Windows 10 Microsoft account password is changed

As we know, we could change the Windows 10 login password by Microsoft password reset service (https://account.live.com/password/reset). So probably Microsoft account password has been changed but you forgot or didn’t know. At this time, if you cannot remember the new password of Microsoft account, please change it again with Microsoft service or Windows 10 Password Genius.

This issue can typically result, when you are using a Microsoft Account to log into your Windows 10 / 8.1 PC and you have reset the password online on your Microsoft, Outlook or Hotmail account, but forgotten to make the change on your PC. Alternatively, you may receive this message if you inadvertently typed the wrong password in the box.

Try few steps recommended below.

1. Click the Start button at the bottom left of your screen
2. Click Settings from the list to the left.
3. Select Accounts.
4. Select Sign-in options from the menu.
5. Click on Change under Change your account password.
6.  In order to change your password, you have to sign in with your current Microsoft account password. Enter your password in the box. Click Sign in.
7.  Microsoft will send you a new code to change your password through the phone number that is associated with your account. Enter the last four digits of your phone number to verify it is the correct number. Press Enter.
8. You will receive a code on your phone. Enter the code.
9. A new page will direct you to enter your old password and then type in a new password. Reenter the new password. Press Enter.
 

Also, Please try the steps recommended below.

Also, refer this article to know more information about managing user accounts. Click Here

If the issue still persists try performing a system recovery on your PC and check if it helps. 

Refer this article to know more information about performing a system recovery. Click Here

Let me know if this works!

Have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[samuel16]

hi,

  thanks for the info the product number is j9m35ua#aba,hp 15, yes windows did auto up date ,after update noticed cant login, tried account live reset from another computer (it also changed hotmail password)but still cant login from affected computer, tried recovery date before update but it wont revert to that date and the only other recovery date is the windows update date, tried recovery there didnt work.

[A4Apollo]

Hi! @samuel16,

Thanks for the update.

Did you try the steps recommended from my previous post?

Have you tried checking with an external keyboard? Does the issue persist?

So you are able to login to the Hotmail account from a different computer.

Try logging into the PC using the Onscreen keyboard.

1. On login screen on the bottom right click Ease of Access icon.
2. Find On-screen keyboard and click it.
3. Keyboard should appear on your screen.
4. Use your mouse to enter the password and try to log in again.

I'll watch your reply!

Take Care! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[samuel16]

hi,

       I tried external and on board keyboards with password that logs other computer to account with no luck thanks

[A4Apollo]

Hi! @samuel16,

Thanks for the update.

As the issue still persists after trying out the steps. Try performing a complete system recovery on the PC and check if it helps.

Refer this article to know more information about performing a system recovery. Click Here

If you have issues performing the recovery from the recovery partition. Please contact HP support and order a set of recovery kit for your  PC.

Contact HP support using this link. Click Here

Take Care! 🙂