I can’t login and my pin says not recognised? Can anyone help?

[JennaManson03]

My daughters laptop did an update and now when we try and put the pin in to login it says not recognised? Then when we try and do reset password it says windows couldn’t connect to profsvc service and now we can’t get in? 

Help please!

[IT_WinSec]

Hello @JennaManson03 

Welcome to the HP Support Community. Thank you for posting.

Try "turning back time" by using System Restore in Windows

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu >> https://www.youtube.com/watch?v=GSN0qzXayUY

- Choose F11 for System Recovery options.

The computer should boot from it's recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Every HP computer comes with recovery partition present to assist in tough moments.

Please, perform "System Restore" first in an attempt to fix the issue. Please, restore back to previous days (restore point) where the issue was not present. Here is more info:

>> http://support.hp.com/us-en/document/c03327545#AbT5

>> https://www.tenforums.com/tutorials/4588-system-restore-windows-10-a.html

Hope this helps. Let me know how it goes. Provide your feedback/reply.

[IT_WinSec]

Hello @JennaManson03 

If System Restore was successful and helped, consider using a Microsoft tool to temporary block these "faulty" updates for a period of a month. Here is more info :

>> https://support.microsoft.com/en-gb/help/3183922/how-to-temporarily-prevent-a-windows-update-from-re...

>> https://www.howtogeek.com/223864/how-to-uninstall-and-block-updates-and-drivers-on-windows-10/