Unable to type the @symbol, stuck on sign in microsoft

[AdaM1968]

I just bought this notebook 

I am here 1 hour now, unable to add the @ symbol and I am stuck on the Microsoft sign in page, unable to go back or forth beyond that.

I am afraid HP support is invisible and does not exist 

I cannot reset this laptop now and I am desperate on what it the next step

Any help pls would be greatly appreciated

[Nal_NR]

Hi @AdaM1968 

Welcome to the HP Support Community.

I'd like to help!

If you are unable to type the "@" symbol on your HP laptop and it's causing issues during the sign-in process in Microsoft Windows, you might be facing a keyboard input issue. Here are some steps to troubleshoot and resolve this problem:

1. Check Keyboard Layout: Ensure that your keyboard layout is set correctly. Sometimes, the layout might change, and it can affect the location of special characters like "@".

   a. On the sign-in screen, click on the power icon (usually in the lower right or left corner). b. Select "Restart" or "Shut down" while holding the Shift key. c. This should bring you to the Advanced Startup Options screen. d. Select "Troubleshoot" > "Advanced options" > "Command Prompt." e. In the command prompt, type intl.cpl and press Enter. f. In the "Region" window, go to the "Keyboards and Languages" tab and ensure that your preferred keyboard layout is selected. If not, click "Change keyboards" and select the correct layout.

2. Check for Num Lock and Function Key: The "@" symbol is typically on the "2" key. Depending on your laptop model, you might need to use the "Shift" key or the "Fn" (Function) key in combination with the "2" key to type "@".

3. External Keyboard: If the laptop keyboard isn't working correctly, you can try connecting an external USB keyboard to your laptop. This will help you determine if the issue is specific to the built-in keyboard.

4. Accessibility Features: Check if any accessibility features or filters are enabled on your laptop that might be altering keyboard input. Sometimes, enabling features like "Sticky Keys" or "Filter Keys" can affect keyboard behavior.

   a. On the sign-in screen, click on the "Ease of Access" icon (usually in the lower right corner). b. Make sure that features like Sticky Keys or Filter Keys are turned off.

1. Driver and Software Updates: Ensure that your laptop's keyboard and input device drivers are up to date. Visit HP's website or use Windows Update to check for driver updates. Outdated drivers can sometimes cause keyboard issues.

2. Safe Mode: Boot your laptop into Safe Mode to check if the issue persists. If it doesn't, a third-party application or driver may be causing the problem. You can then investigate and uninstall problematic software.

3. System Restore: If you recently made changes to your laptop's settings or installed software that might have caused the issue, consider performing a System Restore to revert your system to a previous working state.

If the issue continues to persist after trying these steps, it's possible that there may be a hardware problem with your laptop's keyboard. In that case, you may need to contact HP support or visit a service center for further diagnosis and repair.

Hope this helps! Keep me posted for further assistance.
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!

[AdaM1968]

Hello, 

Thank you so much for your time.

Unfortunately, I have no way of trying any of the above as the laptop's first page, and only at this moment is the Microsoft-only page, as weird as it may sound.

The only option to go backwards is to hard reset by pressing the power button for 15 seconds.

There is no symbol of power, reset, or shut down whatsoever, off or any other, so at this moment, sadly, I can only assume that I was sent a refurbished old laptop.

I do not believe at this minute that it's the keyboard, and that is the laptop itself.

So, I cannot try your advice, but I made a note of it anyway, very much appreciated.

Thank you for welcoming me into the community. 

Have a lovely Sunday evening.

All the best.,

Ada