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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4668
Experience:  Indept expertise on MS Office package
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I am unable to login on my laptop which shows my name and an

Customer Question

I am unable to login on my laptop which shows my name and an email address as follows
*****@******.***
I am unable to use my password ***** login to this laptop, please provide clear instructions
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  michelleclive replied 2 years ago.
Customer:

Hi, My name is ***** ***** i will be assisting you

Customer:

please let me know the make and model of your laptop

JACUSTOMER-6ci2i325- : HP Pavilion
Customer:

ok and what is the operating system installed on your laptop

Customer:

xp, vista, windows 7 or 8

JACUSTOMER-6ci2i325- : Windows 8.1
Customer:

ok and when you say you are unable to login ..does that mean your are getting stuck atthe initial power on of laptop, or on windows logon screen, or on your email

JACUSTOMER-6ci2i325- : Have I given you enough information
Customer:

yes but i would like to know where exactly do you get the issue

Customer:

when you turn on laptop , are you able to reach the windows desktop

JACUSTOMER-6ci2i325- : please provide help
Customer:

are you able to get into windows

Customer:

are you getting my messages

JACUSTOMER-6ci2i325- : I am unable to login into my laptop
Customer:

does it ask for a password

JACUSTOMER-6ci2i325- : Yes but does not recognise my password
Customer:

is it at windows logon screen that you are asked for password ***** immediately on satrtup on a black blue or grey screen

JACUSTOMER-6ci2i325- : First login screen blue back ground . It has the details I gave you at the start but does not let me login.
JACUSTOMER-6ci2i325- : Why is this taking this long, it would be better if I could speak to someone
Customer:

it seems its the bios password ***** is not getting accepted

Customer:

please restart computer and tap the f8 key

Customer:

let me know what comes up

JACUSTOMER-6ci2i325- : a bar comes up on top left of screen for a few seconds and then disapears
Customer:

please turn off laptop and uplug power cord

Customer:

remove the battery as well

Customer:

now keep the ON button on printer pressed for 10 secs

Customer:

then reinsert battery and turn on laptop

Customer:

as soon as it restart tap the f2 key

JACUSTOMER-6ci2i325- : Sorry that did not achieve anything - still unable to login?
Customer:

when you tapped the f2 key nothing happened and it went straight to the login screen

Customer:

is that correct

JACUSTOMER-6ci2i325- : Yes, that is correct
Customer:

how old is this laptop

JACUSTOMER-6ci2i325- : I have purchased it new on 12 November 2014
Customer:

ok...

JACUSTOMER-6ci2i325- : I am happy to ring you or you can call me on 01788 891916
Customer:

i am sorry but phone support will not be possible

Customer:

but now since we have diagnosed the problem i will list down the possible solutions one by one

Customer:

1. we will attempt a system recovery...do you have nay recovery discs that came with the laptop

JACUSTOMER-6ci2i325- : No
Customer:

ok in that case that option is ruled out ...

Customer:

now here are the 2 possible causes and solutions

Customer:

cause 1: windows password ***** ***** getting accepted...this is when the screen on which you are being asked for a password ***** windows 8 listed or windows logo on it..if that is the case then we need to place a request for the recovery discs

JACUSTOMER-6ci2i325- : What is the other option
Customer:

restart laptop and continiously tap the f11 key

Customer:

let me know if it opens the recovery screen

JACUSTOMER-6ci2i325- : Nothing happens,mi think I will take back to the store I purchased this laptop.
JACUSTOMER-6ci2i325- : As as I feel the email is showing @outlook.com instead of my @gmail.com I think that is the reason why it will not accept my password.
JACUSTOMER-6ci2i325- : ?
Customer:

so its the windows screen at which you are being asked for a password

Customer:

let me know that when you tapped f11 key did it open anything

JACUSTOMER-6ci2i325- : No it not open anything
JACUSTOMER-6ci2i325- : I am going to take it to the store, that for trying to help.
JACUSTOMER-6ci2i325- : Goodbye
Customer:

you will have to get the windows 8 recoevry loaded to fix this

Customer:

you need to order recovery disc or usb drive for the same

Customer:

as its a new laptop, it would be better if you contact hp and get this done

Customer:

dont take it to the store as they may take a service charge

Customer:

if you call hp you would get the discs \recovery\ service arranged free of cost within warranty

Customer:

this issue can be sorted out only by resetting the laptop to factory defaults

Customer:

getting it done through a 3rd part store will cost you a service charge

Customer:

here is the number for HP

Customer:

0845(###) ###-####/strong>

Customer:

Mon-Fri / 08:00-18:00
(except Bank Holidays)

Calls cost 4p per minute from a BT Landline
Costs from other carriers may vary
Calls from mobile may be higher

Customer:

let me know if you have any questions

Customer:

i hope you understand that in case of forgotten or lost password ***** can only suggest steps to access windows but in case windows does not load the advanced screen i can only suggest factory reset procedures based on availability of discs with customer

let me know if you have any questions

please click on smiley face\stars to rate my service if you are satisfied with the information recieved

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