The power is on and I can get to the screen that asks for my PIN but it will not let me type in PIN

[EPPattyB]

I purchased a new HP laptop 17 PC-cp3000 series.  I have been able to have my information transferred to the new laptop without any problems.  Today I tried to have the get the computer up and running but, it turned on and I could get to the screen where I input my PIN to open the computer. BUT the area that asks for my PIN is greyed out and will not accept any input.  I have turned on and off a few times, still the same.  All suggestions are appreciated.  Patty

[Sneha_01]

Hi @EPPattyB 

Welcome to HP Support Community.

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

It sounds like you're encountering an issue where the PIN input field is grayed out and not allowing you to type on your HP laptop 17 PC. This can sometimes happen due to issues with the login screen or Windows configuration. Here are a few steps you can try to resolve the problem:

1. Try Using the On-Screen Keyboard

• Sometimes, there may be an issue with the physical keyboard. To check if this is the case:
  1. **Click on the Ease of Access icon (the small circle with the arrow) at the bottom left corner of the screen, near the power icon.
  2. Select On-Screen Keyboard. This will display an on-screen keyboard that you can use to enter your PIN.
  3. Try typing your PIN using the on-screen keyboard.

2. Check for Keyboard/Touchpad Functionality

• If the physical keyboard is not working properly, ensure it is not disabled.
• You can try plugging in an external USB keyboard to see if that works.
• If you're using a laptop with a touch screen, try touching the PIN input field directly on the screen to see if it activates.

3. Restart in Safe Mode

• Booting into Safe Mode can sometimes bypass login issues and let you troubleshoot further:
  1. Turn off your laptop completely.
  2. Turn the laptop back on and immediately start pressing the F8 key repeatedly (if it doesn’t work, try the Shift + F8 combo or Esc key).
  3. Once you're in the Advanced Boot Options, choose Safe Mode from the list.
  4. When your laptop starts in Safe Mode, try logging in with your PIN or using the password instead to see if it works.
  5. If successful, you can troubleshoot the issue further in Safe Mode.

I hope this helps.

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