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10960
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Outlook Password Issues Post Bios Update

HP Recommended
Gaming Pavilion Laptop 15
Microsoft Windows 10 (64-bit)

Hello,

 

I completed a Bios update in June 2020. Since then I've been having issues with Outlook recognising my password. It tells me that I need to input a new password. I try to but the Windows Security Screen doesn't accept my password which I know is correct.

 

I called HP Support who advised me that I need to contact Microsoft Support to reset a password so the Trusted Platform Module can be updated with my password . After several hours on the phone to MS Support the issue is unresolved as they have me going around in circles. 

 

Has anyone experienced this issue and what did you do to resolve it. So far I've not had any success on my HP laptop. My work Lenovo I can access the Outlook account perfectly and updates the server.

 

Please help! Very sorry I completed the Bios update now.

 

Regards,

Melissa

8 REPLIES 8
Riddle_Decipher
HP Support Agent
HP Support Agent
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@10960 Oh! that may need a BIOS recovery, a possible interruption, not deliberate, however, a power failure or a slight disconnection from the internet while downloading the BIOS update, could cause such issues, nevertheless, we have a few steps that should help resolve the issue, once and for all:

 

Click here to perform a hard reset on your device

If the issue persists, after the above steps, try the below:

  1. Turn off the notebook.

  2. Plug the notebook into a power source using the power adapter.

  3. With the notebook off, press and hold the Windows logo key  and the B key at the same time.

       NOTE:

    On some notebook models, it might be necessary to press and hold the Windows logo key  and the V key.

  4. While pressing those keys, press and hold the Power button on the computer for 2 to 3 seconds, and then release the Power button but continue to hold the Windows logo key  and the B or V key until the HP BIOS update screen displays or you hear a beeping sound (usually 8 beeps).

    The HP BIOS Update screen displays, and the BIOS update begins automatically. This might take several minutes, and you might hear additional beeping sounds.

    • If the HP BIOS Update screen does not display, repeat the previous steps. If the issue persists after repeating the steps, skip to the next step to Download a replacement BIOS file.

    • If the Power light turns off, the notebook has turned off because the Power button was held too long. Repeat the previous steps, making sure to hold the Power button for 2 to 3 seconds only.

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

 

P.S: Welcome to HP Community 😉

 

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

10960
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Hello Trusty Riddle_Decipher,

 

Very happy to hear from you! Thank you for taking the time to provide a constructive and worthwhile reply. HP Support in Sydney were very quick to buckpass me. The university couldn't really help me either. 

 

I'll report back to you when I've had a chance to try our your solution.  By far this could be the most useful reply yet. I was counting on it actually, being HP specialists..

 

Many thanks for the reply. Kudos counted - just for customer service alone!

 

Thank you

 

Regards,

Melissa

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Riddle_Decipher
HP Support Agent
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@10960 The pleasure is all mine,

And that seems like a plan, please take your time and get back to us with the results,

Good luck!

Riddle_Decipher
I am an HP Employee

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10960
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Hello Riddle_Decipher,

 

Unfortunately I'm still yielding the same frustrating results after the hard reset, resetting the bios file and also updating the driver for the system firmware. 

 

It's my university account that the password doesn't seem to be recognised by. In the credentials manager I removed all traces of the university account and tried setting up the account in Outlook again and still I get stuck at that Windows Security screen prompting me for a password that it simply won't accept. I've tried performing an online fix for MS Office 365. I cannot seem to set up the uni account but have no problems setting up the work account on my private HP laptop. 

 

I changed my password in MS Office 365 on the web but it doesn't change the outcome when I try and add the uni account in Outlook again. I'm stumped. 

 

Am I up for a windows reinstall to fix this?

 

Thanks guys for your help and support.

 

Regards,

Melissa

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Riddle_Decipher
HP Support Agent
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@10960 I suggest you create a new profile with administrator privileges,

And then try signing into the Microsoft office 365.

 

Keep me posted!

Riddle_Decipher
I am an HP Employee

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10960
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Hello Riddle_Decipher,

 

I haven't had a chance to try this new advice. I will wait for the weekend and try it. 

I hope the outcome is better than I think it will be..

Thank you for your continued support.

 

Regards,

Melissa

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Betty0610
HP Support Agent
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Sure, do keep us posted 🙂


I am an HP Employee

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Caleigh
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Since completing the bios update yesterday morning I too am not able to use Microsoft outlook - exactly the same scenario as others!  I have also tried the remedies you suggested but to no avail.

Is it possible to go back to before the install of the update of BIOS and not update?
Unfortunately, I am not tech savvy & rely on my microsoft outlook account for work. It will not connect to the server.

Please help!

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