I'm sorry about the issue. Does it show a name or username at the password ***** login screen?Does it show an email address at the password ***** login screen? If yes, do you recognize that email address? If yes, do you currently have access to that email address or not?
Please reply at the box below. Thank you.
Thank you. What's the model of your computer?
Can you please shut down the computer, then turn it back on, then let me know what it shows at each screen?
Besides the password ***** what else is showing on the screen?
Please reply at the box below. Thank you.
I do live online support. Can I help you here?
What's the model of your computer?
Please reply at the box below. Thank you,
Hi, please let me know the following:
1. Do you mean you cannot open any program on the computer at all?
2. What's the model of the problematic computer?
3. Can you please shut down the computer, then turn it back on, then let me know what it shows at each screen?
4. Besides the password ***** what else is showing on the screen?
You're welcome. Great. If you need help with connecting to network (like Wi-Fi/wireless password, if any), please let me know.
Don't pick xfinity, but pick your own wireless network name.
Can you please check at the back/bottom of your internet / wireless modem / router device for the wireless network name and wireless network password ***** key, if any (it is case-sensitive.)
My name is Viet :)
OK, please take your time, then let me know. Thank you.
Do you remember your wireless network name?
What's the model of your Netgear router?
Do you have another laptop/wireless computer that is currently able to connected via wireless? If so, does it have Windows xp, vista, or 7, 8, or Mac?
Thank you. Please try the following on a wireless windows 7 computer:
- Click on the network/wireless icon at the bottom right of the screen, then click on Open Network and Sharing Center.(Or click on Start, Control Panel, Network and Internet, Network and Sharing Center.)Then click on Manage wireless networks on the left.Then click your wireless network name. Then right-click on your wireless network name and click on Properties.Then click on the Security tab.Then select the box at Show characters.Then you will see the Network security key above it, that is your Wi-Fi / wireless password. (It is case-sensitive.)
Please let me know. Thank you.
No problem; please take your time. Thank you.
Did you see the network name and password/key there? If yes, can you can you try it on the windows 10 computer? Please let me know. Thank you.
You can also go to the website below on a working computer:
or website http://www.routerlogin.net/
, then it will ask you to log in, then enter admin for username and enter password for password
, then click on the Wireless / wireless setting option to see your network name (SSID) and your wireless password/key/passphrase (it is case-sensitive.)
Then on the Windows 10 computer, click on the wireless/network icon at the bottom right, then select / connect to your network name.
OK, thank you.
Click on the wireless/network icon at the bottom right of the Windows 10 computer's screen, then what do you see? Please let me know. Thank you.
Or can you connect the windows 10 computer to the netgear router device with an extra ethernet/network cable temporarily, then the Internet should work, then I can connect remotely to it and fix the wireless issue for you.
Are you able to log in the Windows 10 computer?
On Windows 10, click on Start (which is the windows logo icon at the bottom left of the computer's screen), then click on Settings, then click on Network, then can you connect to your wi-fi/wireless network name there?
Does it give you the option to cancel / exit, etc.
If no, can you press and hold the power on/off button for about 10 seconds, then turn it back on and check?
OK, at the page "let's get connected", what are the options? Please tell me everything you see there. Thank you.
Please disconnect power cord from netgear router device for a few minutes, then re-connect, then wait a bit and try again. Thank you.
I will try to help you again if you'd like to. Please reply at the box below. Thank you.
Can you test connecting the problematic windows 10 computer to the Netgear router device temporarily with an extra Ethernet / network cable and turn on the computer and leaving it run for half a day or so for it to update
, then restart the computer, then see if you can connect it to wi-fi / wireless.