One user connects to internet and PIN works but other user PIN doesn't work not connected internet

[kbm11]

My HP Pavilion laptop has been working fine until today when PIN I use won't work anymore.  another user's PIN still works.  When I try to change PIN, says myself user isn't connected to internet but other user works fine.  How do I get myself as user back working?

[Raj_05]

Hi @kbm11,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP Pavilion laptop has multiple user accounts, and one user account (yours) is unable to log in with the PIN, while another account can log in without issues. The message that your account isn’t connected to the internet may indicate that your account is relying on a Microsoft account for the PIN login, and it needs internet access to verify the credentials.

Here’s how to troubleshoot and fix the issue.

Check Internet Connectivity for Your Account

Since you're getting an error about not being connected to the internet, try the following:

1. Switch to the working user account that can log in successfully.
2. Check the internet connection:
   • Make sure that the laptop is connected to Wi-Fi or Ethernet.
   • If it’s not, connect it manually to ensure the laptop has access to the internet.
3. After ensuring the connection, log out from the working account and try logging into your account again.

Use Password Instead of PIN

If the internet connection is fine but you still can’t log in with your PIN:

1. On the login screen, click on the "Sign-in options" below the PIN input box.
2. Choose to log in using your password instead of the PIN.

Reset PIN (If Internet Connection is Established)

Once you’re logged into the account, you can reset your PIN if it’s still not working:

1. Go to Settings > Accounts > Sign-in options.
2. Under PIN (Windows Hello), click on Remove, and confirm the action.
3. Then, click Add under the PIN section to set a new PIN.

Use Safe Mode to Troubleshoot (If You Cannot Log In)

If you're unable to log in with your PIN or password, you can enter Safe Mode and troubleshoot further:

1. On the login screen, hold the Shift key and select Restart from the power menu (bottom-right corner).
2. After the system restarts, select Troubleshoot > Advanced options > Startup Settings > Restart.
3. Once the laptop restarts, press the number key associated with Safe Mode with Networking.
4. Once in Safe Mode, check the internet connection and follow the steps to reset your PIN from Settings.

Update Drivers and Windows

To prevent future issues, make sure both user accounts are up-to-date:

1. Go to Settings > Update & Security > Windows Update and check for updates.
2. Also, update your network drivers through Device Manager.

These steps should help restore access to your account.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support