Problem with start up shutting down

[Jkennedy95]

Hello, I am reaching out today about my labtop. I used it a couple times and let a coworker use it. I wanted to reset the computer and now it has somehow locked itself and wants a password I didn't set up. Is this something youy can help me with?

[Nal_NR]

Hi @Jkennedy95, 

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP Laptop PC 15s-fq2000 is asking for a password that you didn't set up, there are a few steps you can take to try to resolve the issue:

1. Try Common Passwords:

• Before taking further steps, try common passwords such as admin, your coworker’s name, or any default password combinations you might think your coworker may have used.

2. Use a Microsoft Account:

• If your laptop is asking for a Microsoft account password, try using your Microsoft account credentials. You can also reset the password via the Microsoft website if needed:
  1. Go to the Microsoft Password Reset page.
  2. Follow the steps to reset your password if you have access to the recovery email or phone number linked to the account.

3. Reset via Safe Mode:

• You can try accessing Safe Mode and use the command prompt to create a new administrator account:
  1. Restart the Laptop: While it’s booting up, repeatedly press the F8 key (or Shift + F8).
  2. Select Safe Mode with Command Prompt:
     • From the boot options menu, select Troubleshoot > Advanced options > Startup Settings > Restart.
     • Once restarted, press the corresponding number key for Safe Mode with Command Prompt.
  3. Create a New Account:
     • Type the command: net user /add NewUser NewPassword
     • Set the new account as an administrator: net localgroup administrators NewUser /add
  4. Restart and Log In: Restart the laptop and log in with the new credentials.

4. Use HP Recovery Manager to Reset:

• Access HP Recovery Manager:
  1. Restart the laptop and press the F11 key repeatedly while it's starting up to enter the recovery mode.
  2. Select Troubleshoot > Reset this PC.
• Choose to Keep or Remove Files:
  • If you choose Remove Everything, it will completely reset the laptop to factory settings.
• Follow the On-Screen Instructions:
  • Complete the reset process, which will remove the password and any installed programs but keep the laptop as it was when you first got it.

5. BIOS or Firmware Password:

• If it's a BIOS password, this is a different issue and would typically require contacting HP Support directly, as it may involve a specific code to unlock.

If these steps do not work, the most reliable option would be to contact HP Customer Support for assistance.

Hope this helps! Keep me posted for further assistance

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