Factory Reset and Login

[Claudia12344321]

Hi all. I have a problem. I was in the middle of a factory reset on my laptop, it said 1% completed, when my youngest sister shut the lid. I’ve ioened it up to turn on and it’s asking for account username and password. I typed in my original credentials and it’s not working. The screen all looks to have reset. I don’t know how to fix it 

[Jeet_singh]

@Claudia12344321,

Welcome to the HP Forums 🙂

I see from your post you are in need of support. I'll be glad to help you.

To provide you with an accurate solution, I'll need a few more details:

What is the product number of the PC? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Have you recently made any software or hardware changes on the PC before the issue started?

Did you try to run any test on the computer from F2? If you haven't tried it yet, please run an extensive system test as well as an extensive test on the Hard drive from F2.

Did you try to contact our HP support team for assistance?

Could you please respond to this post with the details of the product so that I can provide you with an accurate steps which should help you resolve this issue.

Eagerly waiting for your response!

Regards,

[Claudia12344321]

Hi. The product number of the PC is P3D01PA#ABG

No i hadn't made any changes. I was reseting it to give to another family member. It had 1% on the restart bar when the lid was closed. It comes up with a facotry rest background, but asks for a username and password. It will not allow me to connect with the internet/wifi either. 

I can't run the F2 option as I am unable to get into the laptop to do so. 

I tried the electronic assitant as it was pass operating hours and it didn't come up with a solution/help. 

Thank you for replying 

[Jeet_singh]

@Claudia12344321,

It's great to have you back and your patience is greatly appreciated.

As I understand you're having issues running the test on the computer. In this scenario, I would suggest you contact our HP support team for further assistance.

HP support team can be reached on: www.hp.com/contacthp

I'm sure they should be able to go ahead and address your issue. Let me know if you encounter any difficulty contacting them. I'll be more than happy to help you.

Take care now and do have a fabulous week ahead. 🙂
Regards,