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‎02-28-2021 05:31 PM

HP Recommended
Product: HP Pavilion x360 Convertible
Operating System: Microsoft Windows 10 (64-bit)

My computer won’t let me log in once I get to the welcome “my name” part when I turn it on after being off. This started a few days ago, when the my virus protection told me I had a Trojan virus but I ran a quick scan and the system got rid of the virus. Then my McAfee Livesafe told me to restart to update and since then, I can’t log in. I ran the diagnostics test and everything past but I couldn’t do a system recovery because it said my password was wrong, when I know it’s not. Does anyone know how to fix it? 

1 REPLY 1

‎02-28-2021 06:14 PM

HP Recommended

@LismeryLuna 

If your PC reset your password on you, we can not help in that because we have no access to either the original or the new password.

We are not permitted to assist in resetting passwords due to HP Policy.
--------------------
For Admin password resets, you have to contact your regional HP Customer Support location directly for assistance.
https://support.hp.com/us-en/contact-hp?openCLC=true



I am a volunteer and I do not work for, nor represent, HP
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