Hi, I will assist with this isue.
Is this windows password? What's the model of the computer? Does it have windows 7 or 8?
It is windows 8. Model no is p6-2327c
Let's try to do a factory restore with the following steps:
Turn off the computer, then turn it back on, then press the key F11 when the computer logo appears on the screen in order to do a system recovery.
If that does not work, turn off your computer. Then turn it on, and right after the black screen with white text or the computer company logo disappears, press & release key F8 repeatedly until a menu appears, then you select the troubleshoot/refresh option; if it does not work, try the steps again, but this time, press & hold the Shift key while pressing key F8
If I do this , I will lose connection with you. I am using the new computer to chat with you. Is that all I do or is there more? I am writing this down.
Don't worry, you can check your email for message from JustAnswer later in order to get back to me via this web page.