Did factory reset. Now asking for password. But does not recognize.

[Cindyneedshelp]

Several months ago computer acted like it was loading an update. Never went off blue update screen. Daughter performed factory reset. Now it goes to regular home start up view with pretty pix and my name. Asks for password. Which it does not recognize. When I select reset password goes to screen “Windows  could not connect to the ProfServ Center. Contact System Administrator” click ok defaults to landing page. Really at a loss.   Is this fixable. Or does this become another mooring for boat?

[asmita6658]

Hi @Cindyneedshelp

Welcome to the HP Support Community. 

If you have a Microsoft Account, refer to this document for steps to reset the password. 

If you have a Local Account, we need to re-install the operating system. Please try these steps -

1. Shutdown the computer.

2. Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.

3. Press F11 once for System Recovery.

4. Choose the Keyboard Layout.

5. Click on Troubleshoot.

6. Go to Recovery Manager and click on System Recovery.

Note : System Recovery will delete everything that you had saved or installed on the computer.

Hope this helps! Keep me posted. 

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