How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Network Tech Your Own Question

Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 35232
Experience:  Great troubleshooting skills with computer and network.
30037186
Type Your Networking Question Here...
Viet - Network Tech is online now
A new question is answered every 9 seconds

I cannot access my password.

Customer Question

I cannot access my password.
Submitted: 1 year ago.
Category: Networking
Expert:  Viet - Network Tech replied 1 year ago.
Hi,
I'm sorry about the issue? Is it Wi-Fi/wireless password? Or email password, etc.?
What is the model of your Internet/wireless modem/router device?
Do you have a laptop/wireless computer that is currently able to connected via wireless? If so, does it have Windows xp, vista, or 7, 8, or Mac?
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
It is the password ***** access the computer
Expert:  Viet - Network Tech replied 1 year ago.
Is it a new computer? Or was it working previously?
Does it have windows xp, vista, or 7, or 8 or 10, etc.?
Does it show a name / username at the password ***** login screen?
Does it show an email address at the password ***** login screen?
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
It is new windows 8
Expert:  Viet - Network Tech replied 1 year ago.

What's the model of your computer?
Does it show a name / username at the password ***** login screen?
Does it show an email address at the password ***** login screen?
Is it okay to re-set the new computer fresh, so you can re-reset it up fresh with a new password ***** want?
Do you have another windows or mac computer that is currently working?
Please reply at the box below. Thank you.

Customer: replied 1 year ago.
Please call me
Expert:  Viet - Network Tech replied 1 year ago.
I do live online support. The steps to fix this issue is very simple, so I will write them here for you. But first, please let me know the following:
1. What's the model of your computer?
2. Does it show a name / username at the password ***** login screen?
3. Does it show an email address at the password ***** login screen?
4. Is it okay to re-set the new computer fresh, so you can re-reset it up fresh with a new password ***** want?
4. Do you also have another windows or mac computer that is currently working?
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
It is a Dell computer. The name is kohnbusterbrown2015nancy
Expert:  Viet - Network Tech replied 1 year ago.

Thank you. Please try the following fix:

  1. At the password ***** login screen on the new computer, press and keep holding the Shift key on the keyboard.
  2. Click on the Power icon, then click on the option Restart while still holding the Shift key.
  3. When a menu appears, then you can release the Shift key.
  4. When prompted, click on the Troubleshoot option.
  5. Then select the option Reset your PC, and continue.
    When prompted, select the option "Just remove files", and continue.

Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 1 year ago.
It is okay to reser
Customer: replied 1 year ago.
It is okay to reset
Expert:  Viet - Network Tech replied 1 year ago.

Thank you. Here are the steps to reset:

  1. At the password ***** login screen on the new Dell computer, press and keep holding the Shift key on the keyboard.
  2. Click on the Power icon, then click on the option Restart while still holding the Shift key.
  3. When a menu appears, then you can release the Shift key.
  4. When prompted, click on the Troubleshoot option.
  5. Then select the option Reset your PC, and continue.
    When prompted, select the option "Just remove files", and continue.

Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 1 year ago.
I asked to be called. This back and forth is not working
Expert:  Viet - Network Tech replied 1 year ago.

I'm sorry; I did write the 5 step process for fixing this issue. Can you scroll up / down this web page to see the steps? Please let me know. Thank you.