My HP envy will not let me log in

[Wendytruman]

 

[TejaswiniM]

Hi @Wendytruman , Welcome to HP Support Community!

It sounds like you are stuck at the sign-in screen shown in your picture and unable to proceed. This is likely due to an incorrect PIN, a keyboard issue, or a software problem. 

Here are the steps to regain access to your HP Envy laptop:

1. Try Alternative Sign-In Methods

The quickest solution is often to switch how you sign in. 

• Switch to Password: On the sign-in screen, look for a link that says "Sign-in options" or a small key icon (instead of the PIN pad icon). Click this to switch to using your full Microsoft account password.
• Forgot your PIN?: If you see an "I forgot my PIN" link, click it. Follow the prompts to verify your identity using your Microsoft account email and receive a code on a different device to create a new PIN. 

2. Basic Troubleshooting and Restart

Sometimes the screen or keyboard simply becomes unresponsive.

• Force Restart: Press and hold the power button for about 10 seconds until the laptop completely shuts down. Wait a few moments, then turn it back on. This can clear temporary system errors.
• Check Keyboard: Ensure the keyboard works by pressing the Caps Lock or Num Lock key and seeing if the corresponding light turns on.
• Use the On-Screen Keyboard: Click the accessibility icon (usually a person in a circle or a keyboard icon) in the bottom-right corner of the sign-in screen to bring up the On-Screen Keyboard and enter your PIN or password using your mouse. 

3. Access Windows Recovery Environment (WinRE)

If the above methods fail, you can use the Windows Recovery Environment to troubleshoot further without logging in. 

1. From the login screen, click the Power icon in the bottom right corner.
2. Press and hold the Shift key on your keyboard, and while holding it, click "Restart".
3. Continue holding the Shift key until the blue "Choose an option" screen appears.
4. From here, select Troubleshoot > Advanced options. 

You can then try the following from the Advanced Options menu:

• Startup Repair: Let Windows try to automatically fix issues preventing it from booting normally.
• System Restore: Revert your system settings to an earlier point in time when you were able to log in successfully.
• Safe Mode with Networking: If you can access Safe Mode, you may be able to reset your PIN or account settings from within Windows. 

If all attempts to recover your account are unsuccessful, the final option is to Reset this PC, which allows you to reinstall Windows and create a new account, though you might lose data that was not backed up externally.

Hope this helps! Keep me posted.