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I have an HP 14" Pavilion laptop. I bought it in January of…

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I have an HP...

I have an HP 14" Pavilion laptop. I bought it in January of 2015. Other than replacing the battery, I have had no trouble with it. A few days ago I went to turn it on and got the initial screen OK but when I tried to sign in with my password, I got the message that it was an invalid password. I tried old passwords but no luck. I took it to Staples Easy Tech where I have a service contract but they couldn't figure it out. I changed the password ***** my smart phone, with the help of the tech person, and still no luck. I called

Technician's Assistant: What's the make and model of your machine? And how long has the screen been an issue?

Square Trade to see if it could be hardware and they said no. They suggested I call you. Recently I have been getting the message that I am off line, which I am not because both my desktop and iPad work fine. Today I got the message that they can't sign me on just now and to go to account.live.come, but that just wants me to change my password ***** So Nothing has been achieved by any of these attempt by an assortment of people. Can you help me?

Technician's Assistant: Have you installed any updates recently?

It is an HP model P17F and the problem started suddenly last Thursday morning.

Submitted: 10 months ago.Category: Computer
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Answered in 5 minutes by:
9/19/2017
Tech Support Specialist: Kris R, Computer Hardware Engineer replied 10 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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