Laptop won't accept the letters in my login pin

[KenX-1]

My HP Envy 360 has stopped accepting the letters in the login pin. Joggling Num lock doesn't help.

HELP

[Hawks_Eye]

Hi @KenX-1 

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running.

It sounds like your HP Envy 360 is having trouble recognizing letters in your login PIN. 

This issue could be related to keyboard settings, driver problems, or even a software glitch. Here are some steps to troubleshoot and resolve it:

1. Switch to Password Login

• On the login screen, click Sign-in options (usually below the PIN entry box).
• Select the option to log in with your Microsoft account password instead of the PIN.

 

2. Use the On-Screen Keyboard

• On the login screen, click the Ease of Access icon (bottom-right corner) and select On-Screen Keyboard.
• Use the on-screen keyboard to enter your PIN or password.

 

3. Check Keyboard Layout

• Ensure the keyboard layout is set to your preferred language:
  • On the login screen, look for a language or keyboard icon (bottom-right corner). Click it to switch to the correct layout.

 

4. Reset Your PIN

• If you can log in using your password, reset your PIN:
  • Go to Settings > Accounts > Sign-in options.
  • Under PIN (Windows Hello), click I forgot my PIN and follow the instructions to set a new one.

 

5. Update Keyboard Drivers

• Once logged in, open Device Manager (press Windows + X and select "Device Manager").
• Expand Keyboards, right-click your keyboard, and select Update Driver.
• If the issue started after a recent update, try rolling back the driver under Properties > Driver > Roll Back Driver.

 

6. Run HP Diagnostics

• Restart your laptop and press F2 repeatedly to access the HP PC Hardware Diagnostics menu.
• Run a keyboard test to check for hardware issues.

 

7. Perform a System Restore

• If the issue persists, use System Restore to revert your laptop to a point before the problem started:
  • Press Windows + R, type rstrui, and hit Enter.
  • Follow the on-screen instructions to select a restore point.

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care, and have an amazing day!

Regards, 

Hawks_Eye