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HP Recommended
HP ENVY 17.3 inch Laptop PC 17-cr0000 IDS Base Model

‎06-17-2024 12:30 PM

 
Product: HP ENVY 17.3 Inch Laptop PC 17-Cr0000 I

When I boot up my laptop it goes to date/time screen.   When I click it goes to my login screen but does not allow me a place to put in my pin or password.  I have a message stating “something happened and your pin is not available.  Click to set up pin when I click on set up pin  it just cycles back to the error message.  I can’t get any further in booting up my computer

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi @Bgreer,

 

Welcome to the HP Support Community. 

 

I'd be happy to help you! 

 

If your HP ENVY 17.3 Inch Laptop PC (17-Cr0000) displays a message stating "Something happened and your PIN is not available" and cycles back to the error message when you try to set up the PIN, you can try the following steps to resolve the issue:

 

Method 1: Restart in Safe Mode

Restart in Safe Mode:

  • Hold the Shift key and click on Restart from the login screen.
  • This will take you to the Windows Recovery Environment.
  • Select Troubleshoot > Advanced options > Startup Settings > Restart.
  • When your computer restarts, press F4 to enter Safe Mode.

Remove and Re-Add PIN:

  • Once in Safe Mode, go to Settings > Accounts > Sign-in options.
  • Under PIN, click Remove.
  • Restart your computer normally.
  • After restarting, go back to Sign-in options and set up a new PIN.

Method 2: Delete the NGC Folder

Open Command Prompt:

  • On the login screen, click on the Power button, then hold Shift and click Restart.
  • Select Troubleshoot > Advanced options > Command Prompt.

Navigate to the NGC Folder:

 

Restart Your Computer:

  • Close the Command Prompt and select Continue to exit to Windows 10.
  • You should now be able to set up a new PIN.

 

Kindly note, that the remaining steps will be shared in the next post.

 

Hope this helps! Keep me posted for further assistance.

 

 Please mark this post as Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Elohi_NR
I am an HP Employee

View solution in original post

4 REPLIES 4
HP Recommended

Hi @Bgreer,

 

Welcome to the HP Support Community. 

 

I'd be happy to help you! 

 

If your HP ENVY 17.3 Inch Laptop PC (17-Cr0000) displays a message stating "Something happened and your PIN is not available" and cycles back to the error message when you try to set up the PIN, you can try the following steps to resolve the issue:

 

Method 1: Restart in Safe Mode

Restart in Safe Mode:

  • Hold the Shift key and click on Restart from the login screen.
  • This will take you to the Windows Recovery Environment.
  • Select Troubleshoot > Advanced options > Startup Settings > Restart.
  • When your computer restarts, press F4 to enter Safe Mode.

Remove and Re-Add PIN:

  • Once in Safe Mode, go to Settings > Accounts > Sign-in options.
  • Under PIN, click Remove.
  • Restart your computer normally.
  • After restarting, go back to Sign-in options and set up a new PIN.

Method 2: Delete the NGC Folder

Open Command Prompt:

  • On the login screen, click on the Power button, then hold Shift and click Restart.
  • Select Troubleshoot > Advanced options > Command Prompt.

Navigate to the NGC Folder:

 

Restart Your Computer:

  • Close the Command Prompt and select Continue to exit to Windows 10.
  • You should now be able to set up a new PIN.

 

Kindly note, that the remaining steps will be shared in the next post.

 

Hope this helps! Keep me posted for further assistance.

 

 Please mark this post as Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Elohi_NR
I am an HP Employee
HP Recommended

Hi @Bgreer,

 

Here are the next steps to follow. 

 

Method 3: Use a Password Instead of a PIN

Switch to Password Login:

  • On the login screen, click on Sign-in options.
  • Select the Password icon and enter your password to log in.

Reset PIN After Logging In:

  • Go to Settings > Accounts > Sign-in options.
  • Under PIN, click Remove.
  • Restart your computer, then go back to Sign-in options and set up a new PIN.

Method 4: Create a New User Account

Create a New User Account:

  • Boot into Safe Mode as described above.
  • Go to Settings > Accounts > Family & other users.
  • Click on Add someone else to this PC and follow the prompts to create a new user account with administrative privileges.

Log in with the New Account:

  • Restart your computer and log in with the new account.
  • Transfer your files and settings to the new account if necessary.

Method 5: Perform a System Restore

  1. Perform a System Restore:
    • On the login screen, click on the Power button, then hold Shift and click Restart.
    • Select Troubleshoot > Advanced options > System Restore.
    • Choose a restore point before the issue occurred and follow the prompts to restore your system.

Method 6: Reset Your PC

  1. Reset Your PC:
    • On the login screen, click on the Power button, then hold Shift and click Restart.
    • Select Troubleshoot > Reset this PC.
    • Choose to keep your files or remove everything, then follow the prompts to reset your PC.

 

If none of these methods resolve the issue, it may be necessary to contact HP phone Support for further assistance or consider repair services.

 

Hope this helps! Keep me posted for further assistance.

 

 Please mark this post as Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Elohi_NR
I am an HP Employee
HP Recommended

This was very helpful and resolved my issue.  Thank you.  

HP Recommended

Hi @Bgreer,

 

Fantastic 🙂 I truly appreciate your time and patience in getting this issue resolved.  

If you need further assistance, feel free to reach out to us. 

 

Elohi_NR

I am an HP Employee

Elohi_NR
I am an HP Employee
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