laptop does not recognize password will not let me log on

[SJF2]

Hi

i too have the same problem ie laptop will not accept my password.

i have changed the password via Microsoft account still not letting me in.

i have reset the laptop to factory settings and reloaded windows 10 - still the same initial desktop page asking for a password which it then rejects

Any ideas

[The_Fossette]

@SJF2,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand the computer is not accepting the password.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Is the computer connected to Internet?
• How did you perform recovery on the computer?
• Are you able to login to the same account from the web browser?

Look forward to hearing from you and you have a great day!

Take care.

Cheers!

[SJF2]

Hi

Thanks for your reply 

1, The computer was working fine before I went on holiday 3 weeks ago.

2, No being able to log in unknown whether it is or isn’t connected to the internet, other devices in the house I.e. I pad. And l phone are connecting perfect.

3, when hitting the restart button the desk top gave me option one of which was to do a reset which removed all programs, apps, files etc, then reinstalled windows 10, which took a couple of hours, after which when switching on it went to a page which asked for a pass word which once again refused to accept, it suggested I go to Microsoftaccount/ reset password, which I did to no avail.

4, do you mean from another device, as I cannot log on to anything on my laptop

Thanks in anticipation 

SJF2

[The_Fossette]

@SJF2,

It is great to have you back and your patience is greatly appreciated.

I recommend you perform a reset on the computer again and then create a local account on the computer and log in to the computer.

NOTE: Do not use your Microsoft Email address to log in to the computer after the reset.

Also, I would like to know whether you are able to login to the Microsoft account from the web browser from your phone or iPad?

Follow the steps in the below artilce to reset the computer.

https://hp.care/2JA4ZCO

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[SJF2]

Hi

my problem seems to be a keyboard issue, the shift key does not differentiate between upper and lower case letters.

i have now got access but it is become very slow and when typing some letters are not what as typed

SJF2

[DavidSMP]

f@SJF2,

I reviewed the post. Thanks for the update. It is awesome to have you back. Your time and efforts are immensely appreciated. Your technical competence and immaculate attitude are laudable. Kudos to you for that. 🙂 As @The_Fossette is out for the day, I am responding on his behalf.

• Please perform a hard reset on the computer first by following these steps from this link: https://hp.care/2nwQ054

Then try an external keyboard and check if that types correctly in multiple apps like word, Wordpad and  Notepad. If it works correctly, then the internal keyboard may be faulty.

• Please run diagnostics on the keyboard from this link: https://hp.care/2uoegKc (HP PCs - Testing for Hardware Failures )

Please run complete diagnostics on the notebook as it is slow and the keyboard does not work. Perform all the steps from the section "Run the Extensive Test (2 hours or more)

If diagnostics fail, make a note of the failure code and contact HP phone support to get the computer serviced. I am being candid about it by keeping your best interest in mind without beating around the bush.

HP Technical Support can be reached by clicking on the following link: https://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If diagnostics pass order recovery media from HP phone support and run a recovery on the computer to factory settings  Please backup your important data before that is done.

You can follow the relevant steps for performing a recovery  from this link: https://hp.care/2sZtgO9 (HP PCs - Performing an HP System Recovery (Windows 10)

This should fix the issue for you.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

 Cheers!

[Morgant]

I get this problem sometimes after a Windows update which helpfully changes the keyboard settings.  I use a UK keyboard and a password with special characters so when the keyboard setting are reset to US the laptop thinks I am putting in the wrong password. It may be worth checking even if you use a US keyboard before trying some of the heavy duty solutions of hard reset etc.

The keyboard settings are on the bottom right of the log in screen on my computer.

I got this from point 3 in a post from Mr Robot https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/laptop-does-not-recognize-passw...

[Towbill]

My new laptop doesn't recognize my password 

[Leonie11]

Hi, I am having the same issue. My Laptop does not accept my password. I know the password is correct but it keeps saying it is incorrect. When I select the "reset this pc" option it takes me to a page that says "choose an account to continue" and then asks for my password. Then the only option other than entering the password is restart, which brings me back to the login screen asking for a password. Please help.

[Leonie11]

I am having the same problem as the op. I tried the reset procedure at the link you provided but it requested a password to continue, then still says my password is incorrect. I only have one account on my laptop with the password it asked me to create when I bought it a year ago. The login screen only has the one account but says password is incorrect. All the troubleshooting options I have tried keep asking for a password. How do I add an administrator from the login page? How do I access my computer? Why does it no longer recognize a password that has never been changed? I have searched the forums. None of the solutions work for me.