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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03474527

Version: 1

HP Notebook PCs - Windows Password Cannot Be Verified During Preboot

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 30-Aug-2012

Last updated : 30-Aug-2012

DESCRIPTION
The Windows password cannot be verified in a preboot environment. If the password is strictly numeric, this issue does not occur.
This issue occurs under the following conditions:
  • HP ProtectTools Security Manager is enabled on a notebook that does not already have a Windows password.
  • The Windows password is created using the Input Method Editor (IME) built into the operating system. The IME is often used when the operating system language differs from the keyboard language mapping (for example, Traditional Chinese Windows and a US English keyboard).

sourceInformation

SCOPE
HP ProBook 4340s Notebook
HP ProBook 4341s Notebook PC
HP ProBook 4440s Notebook PC
HP ProBook 4441s Notebook PC
HP ProBook 4445s Notebook PC
HP ProBook 4540s Notebook PC
HP ProBook 4545s Notebook PC
HP ProBook 4740s Notebook PC
RESOLUTION
This is a known limitation of the Window Input Method Editor (IME), which allows the composition of thousands of characters and symbols (such as Japanese or Chinese words) using a standard keyboard. The IME extends the default keyboard layout within the scope of the operating system to allow for additional methods of language input. However, that extended keyboard layout does not apply in a preboot environment.
To resolve this issue, press the Shift key at the preboot login screen, then enter the password.
If the Shift key is not pressed, then the password entry fails the first two times, showing the same password screen both times.
Figure 1: Initial password entry screen (Simplified Chinese)
Figure 2: Password entry (appears two times if no Shift key used)
On the third attempt, the on-screen keyboard appears, at which time it may be correctly entered.

Hardware platforms affected : HP ProBook 4340s Notebook PC, HP ProBook 4341s Notebook PC, HP ProBook 4440s Notebook PC, HP ProBook 4445s Notebook PC, HP ProBook 4540s Notebook PC, HP ProBook 4545s Notebook PC, HP ProBook 4740s Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA03474118

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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