Hello Robin! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.I'm sorry about the issue. This is JustAnswer.com; we have online support. Since HP will not help you; I will assist you today if you still need help with this issue.Have you tried to reset your Microsoft account at the website https://account.live.com/ResetPassword.aspx?If that does not work, please turn off the hp computer, then turn it back on, then press the key F11 when the hp computer logo appears on the screen in order to troubleshoot menu, and do a reset of the computer. Please see the full instructions at the website below:https://h10025.www1.hp.com/ewfrf/wc/document?docname=c03489643&lc=en&cc=us&dlc=en(At that website, please scroll down, and click on the section "Recovery when Windows 8 does not start correctly.")
If that still does not work, at the login screen, press & keep holding the Shift key, then click on Power icon, then select the Restart option, then until a menu comes up, then you can release the Shift key, then select the troubleshoot / reset option.
Please let me know if there is still any issue. Thank you,
Viet - computer Tech
Thanks for reply which opened this morning. Items will not work as I cannot get past the opening screen which asks me for a password. I have tried the SHIFT key idea but that also does not work all it says "sticky keys?".
Can you help with a new password or should I get an expert which I would have to pay. Remember I am in my eighties and find this all very difficult.I could ask my sons (best one in Worchestershire) the other in Glasgow.