Is her caps key on? Power OFF the laptop.. unplug it.. pull the
battery out, let it sit put the battery back in, plug the power in
and try again.
Is she unknowing trying to log in as another user... like the administrator?

Does she have THE Administrator password.. if she does she can log in
as THE administrator, and change her user name password.

If none of that works I believe there are  programs that will boot up
and kill all the user accounts so you can log in as a new user .....
but it will probably cost her money. I do not know of anything that
will let you recover a password. If there was such a program, it
would defeat the purpose of the password.

m

At 04:02 PM 10/16/2014, you wrote:
>My friend tells me that her HP Pavillion laptop will not recognize the
>password that she's been using since new.

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