Hp laptop failure when updating to windows 11

[Dem17]

Hp laptop upgrade to windows 11 went ok and i used the computer that day. Next day, it is frozen with msg 'please wait while we install a system update' and it never completes. Tried to reboot and asks for admin or ms password. It says invalid. After 3 times, gives me an error code. I go to bios-pw, enter error and get a pw code. Enter that and it goes back to first msg.

[Alden4]

Hi @Dem17,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP laptop encountered a system issue after upgrading to Windows 11, where it's stuck in a loop during an update. This type of problem can occur after major updates, especially if there are issues with the update installation or system settings. Here are some steps you can try to resolve this.

Try Safe Mode

Boot into Safe Mode to bypass the frozen update process and attempt to troubleshoot or roll back the update:

• Shut down the laptop completely.
• Power it back on and immediately start pressing the F8 or Shift + F8 key (depending on your laptop model) to open the Advanced Boot Options menu.
• Select Safe Mode and see if you can log in to your system.
• Once in Safe Mode, you can try system restore or uninstalling recent updates.

Perform a System Restore

If you can access Safe Mode or have a recovery option:

• Go to Control Panel > Recovery > Open System Restore.
• Choose a restore point before the Windows 11 upgrade and restore your system to that point.

Use Windows Recovery Environment (WinRE)

If Safe Mode doesn’t work, use Windows Recovery Environment to troubleshoot:

• Power on your laptop and force it to shut down by holding the power button when you see the Windows logo or spinning dots (do this 2-3 times).
• On the next boot, Windows should automatically enter WinRE.
• In WinRE, choose Troubleshoot > Advanced options. Here you can try the following:
  • Startup Repair: This might fix any issues related to booting.
  • System Restore: Roll back to a previous restore point.
  • Uninstall Updates: If a recent update is causing the issue, try uninstalling it.

Reset the Laptop (Factory Reset)

If none of the above steps work, you might need to reset the laptop. You can do this from WinRE:

• In the Advanced options, choose Reset this PC.
• You can select whether to keep your files or remove everything.

Password Issue Workaround

Since you're also facing an issue with the admin/MS password:

• If you have a local account, try using that password.
• If you're using a Microsoft account, make sure you’re entering the correct password. You might also want to try resetting the password online via Microsoft’s password reset page.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support