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- setup problem

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06-05-2025 08:17 AM
Hi @berniebellis,
Welcome to the HP Support Community.
Thank you for posting your query. I will be glad to help you.
If your brand-new HP Pavilion laptop is saying "wrong password" during setup, even though you're sure it's correct, here are a few things to check and try:
1. Are You Using a Microsoft Account?
If you're signing in with a Microsoft account (like your Outlook, Hotmail, or Live email), make sure:
- You're connected to the internet.
- You're entering the Microsoft account password, not a PIN or local password.
- You’re typing the password exactly (check for Caps Lock or keyboard layout issues).
2. Try the On-Screen Keyboard
Sometimes the keyboard layout is different (e.g., US vs UK), which can cause mistyped passwords:
- On the login screen, click the Ease of Access icon (bottom-right).
- Select On-Screen Keyboard.
- Use it to type your password and see if it works.
3. Restart and Try Again
- Hold the power button for 10 seconds to force a shutdown.
- Turn it back on and try again.
4. BIOS Restore:
1) Shut down the computer, keep the charger plugged in
2) Hold down the Windows and B buttons together while the computer is still turned off.
3) Turn on the computer and continue to hold the Windows and B buttons until a BIOS Recovery screen appears.
4) Follow the on-screen instructions and click on OK.
I hope this helps.
Take care and have a good day.
Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!
VikramTheGreat
HP Support