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- HP Community
- Notebooks
- Notebook Operating System and Recovery
- Trouble with logging in

Create an account on the HP Community to personalize your profile and ask a question
11-16-2020 10:27 AM
Hello,
I’m currently having issues logging into my laptop. When I get to where I would input my password to unlock my device it shows sign in instead now. Upon clicking this, the system takes a while to give me a pop up informing me that I must download an app to help unlock my laptop. After trying both yes and no, the loading icon appears for a couple minutes before returning to the “log in” button. So far I have tried running multiple diagnostic tests in the BIOS to find that everything is running smoothly, open debug mode to restart my computer in safe mode (brings me to the lock screen with the same problem as before), reinstalling both quality and feature updates (only two options. Task fails and no reinstall takes place), try to start from a previous update (no records found in my 3 year old laptop witch was a little weird...), and lastly a complete reinstall of windows 10 (gets to 2% before stating it has a problem and no changes were made). I personally believe it has something to do with window’s update 1909 (10/28/20) that was automatically put on my laptop, but I’ve also been told that this is a common issue with hp.
the laptop is 3 years old now
no problems until this past update when the settings app would crash unexpectedly (I believe this and my above issue are linked)
ran BIOS exams
tried all possible option in debug mode that were listed above
windows 10
hp envy x360
any advice would be greatly appreciated!
11-16-2020 10:34 AM
I am sorry that happened.
What to do?
We can help only to the extent of providing basic information.
Following is a compilation of "try / consider" suggestions.
Password Help on the Community
We can assist to the extent of providing basic information.
Community members are prohibited providing any information that can / will breach the computer's security.
NOTE: Do not respond to anyone who sends you a message (or email) claiming they will help you if you would just give them your private information and a credit card (or any form of payment).
Start Here and work your way down the list of suggestions.
Finding your Product Name, Product Number, or Serial Number
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Microsoft Account Login
If you are using a Microsoft Account to log into the computer,
You might be able to get help from Microsoft.
Reminder: You can reset your Microsoft password using a different computer
Microsoft Account – Password Reset
When you can't sign in to your Microsoft account
Ask the Community: Microsoft Community
September 2020
Microsoft Community - Incorrect Password after Windows 10 update – Page 2
Workaround / Solution – Remove trailing space from username
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What else?
A licensed Microsoft Technician can likely provide you access to the computer.
Be prepared to show proof of ownership.
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What else?
Windows PIN Login issues?
Resolve login issues with your login PIN through Windows / Microsoft.
Reset your PIN when you’re signed out on Windows 10
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Fingerprint Sensor / Forced Reset
If the fingerprint sensor suddenly stops working on your computer
OR
If the computer is not issuing errors but still won’t let you log in,
Consider trying a Forced Reset (power reset).
Reminders
A Forced Reset is NOT a “recovery” and does not remove your data – this reset merely forces the computer to load the Operating System from disk.
Forced Reset does not harm a healthy system nor does it “fix” problems not related to a clean start.
HP Collection of “how-to” videos
- Open Category Computing and Mobile Devices
- Search for “forced reset”
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HP Options - Change / Reset Password - Windows
NOTE:
The last option in the document (Reset) can be used if other solutions fail.
Read the section carefully - you will need to have previously (already) created backups of your personal data to recover your personal files and folders.
HP PCs - Change or Reset the Computer Password (Windows 10)
OR
HP PCs - Resetting Your PC to Resolve Problems (Windows 8.x)
HP Collection of “how-to” videos
- Search for “reset password”
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Chromebook - Google Account Login
If you are using a Chromebook / Google Account,
You might be able to get help from Google.
Read the document and then check in “Get more help”
Fix sign-in problems - Chromebook Help - Google Support
HP Collection of “how-to” videos
- Search for “chromebook password”
Resetting Your Google Account Password - Chromebook and Chromebox
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Our Policy -- Password Help on the Community
According to the Community's Rules of Participation
4d. No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any safety measures.
Open website HP World-Wide Support
Select your region and follow the prompts
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