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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 38519
Experience:  Over 15 years of consulting to the IT industry
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Hi, I have an HP laptop.It is an M6 Envy. I cannot get in

Customer Question

Hi,
I have an HP laptop.It is an M6 Envy. I cannot get in to it as it will not accept my password XXXXX my fingerprint. I am at a loss as what do to solve this problem. Please can you help.

Many thanks,

Philip Rowley. [email protected]
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard and I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you tell me which version of windows you are running please?

eg: Windows 7?

Thank you
Customer: replied 3 years ago.

Windows 8.1

Expert:  Richard replied 3 years ago.
Thanks Philip

At the windows login screen, hold the SHIFT key down and click on the power icon in the bottom right and click Restart (still with Shift held down).

Keep it held down, until the computer has restarted, and you are at a menu.

Click on Troubleshoot, then Advance, then click on System Restore.

Perform a restore from the last restore date, and let this complete.

When it has, tell me if you can then sign in please.

Thank you