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 Richard Your Own Question
Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 34667
Experience:  Over 20 years of consulting to the IT industry
32989067
Type Your Computer Question Here...
Richard is online now
A new question is answered every 9 seconds

Unable to log on to laptop.

This answer was rated:

Unable to log on to laptop. Password XXXXX Message reads user profile service service failed the login. I think my wife entered the password XXXXX times without success. May have used the wrong password XXXXX had caps lock on.

Thanks for your question. My name is XXXXX XXXXX I look forward to assisting you.

Can you tell me please which version of windows you are running?

Thank you
Customer: replied 3 years ago.


What information do you need?

I need to know Mick, which version of windows you are running please.

Customer: replied 3 years ago.

What do you need?

Mick,

Please read my question to you as I have asked it three times now

which version of windows you are running please.

Customer: replied 3 years ago.


Windows7

Thanks.

Can you turn off the computer.

Turn it on and keep tapping F8 until you see a menu.

Choose Last Known Good Configuration.

Let this complete and when it has, tell me if you can now get into Windows please.

Thank you
Customer: replied 3 years ago.


No, it still has "The User Profile Service service failed the logon. User profile cannot be loaded.

ok, do you have another user account you are able to log onto the computer with Mick?
Customer: replied 3 years ago.


No, I have only the one account for this computer.

ok, turn off the computer

Turn it on and keep pressing F8 until you get to a menu.

choose Safe Mode with Command Prompt.

Ths should load to a screen where you can type

tell me if you can get here please

Customer: replied 3 years ago.


ok

ok, type in

cd\

Press enter

Then type in

cd users

press ener

type in

dir

press enter

tell me what is listed please

Customer: replied 3 years ago.

Directory of c:\Users


25/08/2013 07:46pm dir


28/11/2012 06:22 Anne


232/07/2012 01:04 public


25/08/2013 07:46 temp

ok, type in

cd anne

press enter

Then type in

dir

press enter and look for NTUSER

When you find it or them, tell me the complete names they have (including the part after the . please)

Customer: replied 3 years ago.


I cannot see NTUSER

ok, it may be hidden

type in

dir /ah

press enter and then check please

Customer: replied 3 years ago.


ntuser.dat


nutser.dat.LOG1


nutser.dat.LOG2


NTUSER.DAT<016888bd-6c6f-11de-8d1d-001e0bcde3ec>.TM.blf


NTUSER.DAT<016888bd-6c6f-11de-8d1d-001e0bcde3ec>.TMContainer00000000000000000001.regtrans-ms


 


the above line is then repeated

Customer: replied 3 years ago.


sorry, missed the last one


nutser.ini

ok, then the profile is corrupted Mick, so we will attempt to make a new one

Type in

net user /add [username] [password]

[username] is the username you want to set and [password] is the password XXXXX set for this account

Press Enter.

Then type in

new localgroup administrators [username] /add

Remember to replace [username] with your username you just set before

[] brackets are only for my example, you do not type them in

Once done, restart the computer and tell me please if you can log in with this new user account.

Thank you
Customer: replied 3 years ago.


Im having syntax probs. How do I code username anne and password XXXXX

like this

net user /add annemick annemick

Like that Mick

Let me know if you have any difficulties please

Customer: replied 3 years ago.


it wont allow "new localgroup administrators annemick /add"


 


New not recognised as an internal or external command.

ok, we can do this second part in windows.

try to now log in with this account please Mick by restarting the computer.

Let me know the results please

Customer: replied 3 years ago.


appears to log in ok

ok, now go to Start, Control Panel, User Accounts.

Click on this new account and add it to the admin group

Tell me when you have please.

Customer: replied 3 years ago.


I cant find the new account - it is asking for the old corrupt one.

ok, then you can leave it Mick, it will be ok to continue using this new account.

the old one is corrupted, and in order to properly repair this, we would need to perform a reinstallation of windows.

I believe in your case, this is not nessesary. The reason is you can continue to use this new account, and you will have access to all files and programs on the computer.

If you do wish though to perform the reinstallation of windows, please let me know and we will proceed with this.

Customer: replied 3 years ago.


Many thanks for your help. My wife can now get off my back.


 

Your most welcome Mick!

If you would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
Richard and 2 other Computer Specialists are ready to help you