laptop offline

[Krd-71]

I reset my password, but when I try to log on the laptop it says it is " offline reuse old password." I changed it because I couldn't remember it, how can I use an old one? How do I get the laptop back online if I can't log on to begin with?

[Riddle_Decipher]

@Krd-71

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the laptop's windows password requires a reset,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Are you using a local account or is it the Microsoft account?

Have you attempted to reset the account using a password reset disk (if you had created one prior to the issue) ?

While you respond to that, I recommend you attempt the below steps:

Microsoft account

Reset your Microsoft account password online. You can reset your password on any device connected to the Internet.

See the Microsoft password reset page (in English) to reset your password.

Local account

Use one of the following options to reset the password for your local account.

• If you have created a password reset disk, use the disk to reset your password. See Reset your local user account password using a password reset disk.

• If you do not have a password reset disk, you may be able to reset the password from a different administrator account. See Changing the local user account password from another user account.

• If you are not able to access the account see Accessing your account when no other option is available.

If you need help determining the type of account you set up on the computer, continue to Which type of account did you create?

The best way to do that is using the HP Guided Troubleshooter: 

Click here to access it (simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Krd-71]

I have already reset the password, because I had no backup disc. That didn't help. I'm not sure what you mean by a "local" account. It is a microsoft account that comes up on the log in screen. I already tried the HP troubleshooter guide that's why I posted the problem.

[Riddle_Decipher]

@Krd-71

Thank you for responding,

It's great to have you back 😉

since it's a Microsoft account, you may want to Click here to recover the password,

using the registered email, phone or Skype name.

Also, it would be extremely helpful if you could let us know what exactly you went through on the HP Guided troubleshooter and what was the end result of following it, so we don't have to repeat the same steps again.

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!