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‎06-01-2020 06:37 PM

HP Recommended
Product: Envy X360

I sent in my Envy X360 under warranty to replace the fan as it was overheating. Now that the laptop is back in my possession I am unable to enter my user id credentials at sign in. It's always the HP User sign in that appears. I have no idea what is going on, need some help.

 

Thanks!

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1 REPLY 1

‎06-02-2020 03:06 AM

HP Recommended

Hello @IH8myEnvy360 

 

Thank you for posting in the HP Support Community.

 

When you send your unit for repair, they usually erase the data (everything) on the HDD (source). So, once you have it back, you won't be able to login to your account just like that (because your account and data is no longer there back on the drive).

 

You need to reinstall your Windows via the means of Microsoft reinstallation or via HP Cloud Recovery.

 

After that, during the Windows setup, you should be able to configure your Microsoft account or set up a new local account.

Hope this helps

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*** HP employee *** I express personal opinion only *** Joined the Community in 2013
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