Can't log in to "Other user" after doing a factory reset.

[badmojo]

Recently did a factory reset on my laptop.  When the reset was complete, I am prompted to enter an "Other user" ID and PW, but I can no longer log in using my Microsoft account.  I can't figure out how to bypass this log in.  I talked to someone in support the other day, they told me to do another reset and it would prompt me to set up a new login/pw.  Unfortunately, it never prompted me to do this and I'm back where I started.  We never set up an admin log in for this laptop either as we rarely even used it.  I've tried googling for answers but I couldn't find a response that worked for me.  Help!?  I'm at a loss.

[The_Fossette]

@badmojo,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues logging in to the computer.

Don’t worry, I assure you I will try my best to get this sorted.

Do you see the Switch User option on the login screen? If yes, then click on that and then enter your Microsoft account login details and you should be able to login to the computer.

If you don’t use the Switch User options then, you might have somehow locked the system and when that is done it can only be unlocked by the user who locked it (which is why you see a log on option instead of a log off option and why pushing the logon option gets you only to that one screen because that is the user who implemented the lock.  This is normal and the way it is supposed to happen.  You can't switch users if the system is locked by another user.  Once you login, you should be able to then go to the Start Menu and switch users since the system is no longer locked.

If you want to switch users (and don't mind closing all the windows for the current user), then you can hit ALT-F4 and that will eventually bring up a shutdown window.  Click on the arrow next to the chosen option and the other options will appear.  One will be Switch User.  Select it and click OK.  The switch user process should then begin.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[badmojo]

Unfortunately, this didn't work.  I do not have a Switch User option.  My only Sign-in options are:  1) Local or domain account password, or (2) Microsoft account password.   My Microsoft account ID/PW works, as I just tried to log in to the website.  I don't have any other ID's/Passwords associated with this laptop.  Also, when I try the Alt F4, all I get is a blue side screen with options to "Project to a connected screen:  PC screen only, Duplicate, Extend, Second screen only".  Didn't get the result you mentioned.  

[sandytechy20]

@badmojo

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.