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KrystalD
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Can’t get past login screen

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HP ENVY model 17m-bw0013dx

My laptop worked perfectly fine yesterday morning. I closed it and came back to it last night. Whenever it booted up, I was met with a black screen that read “The operating system did not shut down correctly.” I waited and eventually it took me to my log in page. I put in my pin and then my screen went black again. 

It will not go past that black screen. I tried to restore it to a previous point but I do not know my Administrator Password. I’ve tried all of my password options and was unable to gain access. My account is the only account on the laptop. 

I don’t have any discs. Is there a way to fix this and end the cycle? I can’t access my control panel or anything to back things up. I’m completely at a loss here. Please help. 

1 REPLY 1
RodrigoB
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Message 2 of 2
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HP Recommended

HI KrystalD

 

Thank you for visiting the HP Support 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.

 

Therefore, this topic is being locked. If you would like help resetting the password on your product, please Contact HP support in your region. 

 

If the problem is windows 10 password, you can check this link: https://support.microsoft.com/en-us/help/4490115/windows-change-or-reset-your-password

 

Any doubt feel free to send me a message. 

 

Thanks for your understanding. 

 

 

I work on behalf of HP.
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