Hello my name is Hans and I will assist you today. Please let me know when you are ready to start.
I am ready.
OK great, so are you locked out of Windows, or is it a Black Screen with a password?
When the login screen appears and I type in my password it says the login failed. However, I have never changed my password.
OK are you positive that your Caps Lock is not on?
Yes, I am.
Is this a desktop or laptop?
Sorry I see its a lapotp
Ok do you have an external USB keyboard that you can try plugging in and use that.
I do not.
Does anyone else use your lapto?
Has anyone else used it recently just before this happened?
No. Hans....I have to disconnect.....I have a family emergency I have to tend to. Have a good night.
ok you can come back and we can continue