Other User Account And Password

[MrBlackwell]

I'm new here and I'm hoping someone can help me.I just reset my laptop to factory setting and now when it starts up ed i get the screen where I have to put in a username and password to unlock it.If I reset it then there shouldn't be any user account right.So how do I start like just bought it brand new without entering any user account or password?

[sandytechy20]

@MrBlackwell

Welcome to HP forums, I see that your notebook is asking for a user account and password to log in.

• Provide the notebook model number or the product number for further assistance?

Cheers.

[mrblackwel711]

I had to change my username cause I had to reset my password but I'm the same person who post this. [serial number removed]and thank you for responding.

[sandytechy20]

@mrblackwel711

Thanks for the reply.

I appreciate your time and effort.

Follow the steps mentioned in this HP document to reset the password:- Click here

Let me know if that helps.

If this helps, please mark my post as an accepted solution so that it benefits several others and please give the same post a Kudos for my efforts to help.

Cheers.

[mrblackwel711]

I don't think you understand my problem.It'asking for other user name and password.I tried resetting password but it's not accepting it cause it's asking me to enter a username.If I already reset my laptop to factory default there's is no user yet am I right so how come it's goes to this screen when I reset my laptop?

[sandytechy20]

@mrblackwel711

Thanks for writing back to us.

I understood the issue better now.

This could be because of incorrect system recovery.

• How did you perform system recovery on your computer?

Refer to this document for the steps to perform system recovery:- Click here

Cheers.

[mrblackwel711]

Nevermind I tried everything and still asking for a usermame and password.I'm just ganna take it to best buy and pay what ever to have it fix.Thank you for your help though.

[sandytechy20]

@mrblackwel711

Thanks for the response.

I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[REO51ST]

@MrBlackwell  @mrblackwel711 

Not sure of your model but this may apply???

HP Consumer PCs - Sign In Screen Stuck on 'Other User' When PBR Reset Fails:

https://support.hp.com/us-en/product/hp-15-bs000-laptop-pc/15551412/model/17033445/document/c0610225...

REO

[MarielJabadan]

RTL8725DE