No internet connection options from lock screen

[Meggles]

I recently recovered/reset my laptop using a system image on a different device (old device non-operational). Unfortunately, after successfully installing the system image on the new device, I am unable to log on to the device.  When the laptop boots and I'm taken to the lock screen, I am given two sign-in options -  use a PIN or a Microsoft account password.  When I try to use the PIN option, I get the error "Your PIN is no longer available due to a change to the security settings on this device. Click to set up your PIN again." This option then sends me to an error message on a Microsoft account popup that says "You'll need the internet for this." The same thing happens when I try to sign in using the Microsoft account password option ("Your device is offline. Please sign in with the last password used on this device." This happens regardless of what I type in.)

The problem is, when I click on the networking options icon on the bottom right of the lock screen, there are no internet connection options, only Airplane Mode.  I have a feeling that the "security" issues have to do with the installation of the system image requiring me to turn off BItlocker drive encryption (as prompted by the recovery process).  

Is there any way to log in either without the internet or to otherwise bypass this issue?  If I had to guess, since the image is on a different device, there are likely driver issues for the internet.  Which I can't solve without the internet... At the very least, I just need to be able to get onto the system and back up specific files.  

[A_Gayathri]

Hi @Meggles,

Welcome to the HP Support Community

I understand you are facing an issue with your HP 15.6 Inch Laptop PC 15-E2000 (2J4V9AV). Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

click here and follow the troubleshooting steps

If the issue persists, then please follow the steps mentioned in this document:

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!