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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35211
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
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I bought a new Dell desk top yesterday and I am having

Customer Question

I bought a new Dell desk top yesterday and I am having problems with my set up, bc they keep asking for my current Windows password, before password ***** have reset can be used. I have no idea what my old pw was, which is why I reset it, of course !!! Is there any way I can get my old one, so I can type it in "one last time" and move on ???
Submitted: 12 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 12 months ago.

Hi,

I'm sorry about the issue. How did you reset the password ***** reset the computer?

Does the new computer have windows 8 or 10 etc.?

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 have access to that email address?
Is it okay to reset the computer fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Please reply at the box below. Thank you.

Customer: replied 12 months ago.
Sure...I have been trying to set this up all day, but can't get past that old pw thing. I'm using my laptop for question or research, and following the instruction on the new screen as they come up...
Windows 10 .... can't get to a log in screen yet !
Expert:  Viet - Computer Tech replied 12 months ago.

Thank you. Please try the following fix:

  1. At the password ***** login screen, 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 PC, and continue.
    When prompted, select the option "Remove everything" and "Just remove files", and continue.

Do you see the menu / Troubleshooting option when trying the above steps?

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

Customer: replied 12 months ago.
it has restarted and now I click on "Just remove my files"?
Expert:  Viet - Computer Tech replied 12 months ago.

Yes, please click on "Just remove my files", and continue. Please let me know. Thank you.

Customer: replied 12 months ago.
O'kay it's on Reset this PC
Expert:  Viet - Computer Tech replied 12 months ago.

Is it showing the status / progress? Thank you.

Customer: replied 12 months ago.
All it seems to be doing is sitting on the Dell logo screen.
Customer: replied 12 months ago.
No, it isn't showing progress or anything.
Expert:  Viet - Computer Tech replied 12 months ago.

Is it just showing the Dell logo screen and nothing else? Thank you.

Customer: replied 12 months ago.
that's it....
Expert:  Viet - Computer Tech replied 12 months ago.

Press Enter key or any key, does it do anything? Thank you.

Customer: replied 12 months ago.
No
Expert:  Viet - Computer Tech replied 12 months ago.

Press and hold Power on/off button on computer for about 7 seconds until it powers off, then turn on, then let me know what you see. Thank you.

Customer: replied 12 months ago.
far, just the same logo screen...
Expert:  Viet - Computer Tech replied 12 months ago.

Disconnect Power cord from Desktop for a minute, then re-connect, then turn on and check. Thank you.

Customer: replied 12 months ago.
It's on a screen that says Reset this Pc...there was a problem resetting your C
Expert:  Viet - Computer Tech replied 12 months ago.

Please continue / OK, then let me know what happens. Thank you.

Customer: replied 12 months ago.
The only option is "cancel"....do I click on that?
Expert:  Viet - Computer Tech replied 12 months ago.

Please click on Cancel, then let me know, thank you.

Customer: replied 12 months ago.
Choose an option: continue, use a device, troubleshoot, turn of pc
Expert:  Viet - Computer Tech replied 12 months ago.

Please select option Troubleshoot again, then option Reset PC, then option "Remove everything" and "Just remove my files", and continue to reset. Please let me know. Thank you.

Customer: replied 12 months ago.
I realize this would be easier by phone, however, I can't hear you very well. I do apologize !!
Expert:  Viet - Computer Tech replied 12 months ago.

Don't worry about it. We can troubleshoot by typing at this web page. Thank you.

Customer: replied 12 months ago.
Reset this PC
Expert:  Viet - Computer Tech replied 12 months ago.

Please select Reset this PC. Thank you.

Customer: replied 12 months ago.
Back on the Dell screen...no action at all
Expert:  Viet - Computer Tech replied 12 months ago.

Sorry, something is wrong with this new Dell computer. Please try this again: Disconnect Power cord from Desktop for a minute, then re-connect, then turn on

, then if it says Reset this Pc...there was a problem resetting your..., then click on Cancel

, then if it says Choose an option: continue, use a device, troubleshoot, turn of pc, click on Continue.

, then let me know what you see. Thank you.

Customer: replied 12 months ago.
It says resetting this pc 5% etc.
Expert:  Viet - Computer Tech replied 12 months ago.

That is looking better now; please wait for it to reset. Please let me know the progress later, i.e., if it's stuck, or when it goes to 20% or 50%, etc. Thank you.

Customer: replied 12 months ago.
Will do...it seems to be stuck on 5%
Expert:  Viet - Computer Tech replied 12 months ago.

Wait about 10 more minutes, and see what happens. Thank you.

Expert:  Viet - Computer Tech replied 12 months ago.

Also, make sure nothing else is connected to the desktop, except the keyboard/mouse/monitor/power cord, and ethernet/network cable, if any. Thank you.

Customer: replied 12 months ago.
43%
Expert:  Viet - Computer Tech replied 12 months ago.

Great. Should take about 15 to 30 more minutes. Thank you.

Customer: replied 12 months ago.
Nothing is connected to it except the power cord. Key board and mouse are wireless.
Expert:  Viet - Computer Tech replied 12 months ago.

OK, the progress percentage is going up, so it's looking good. Thank you.

Customer: replied 12 months ago.
55%
Expert:  Viet - Computer Tech replied 12 months ago.

OK, thanks.

Customer: replied 12 months ago.
ta-da !! 99%
Expert:  Viet - Computer Tech replied 12 months ago.

Cool; then it will let you set up the computer again; when it asks to set up a password, make sure you remember it this time. Thank you.

Customer: replied 12 months ago.
Ya think :) I set that particular one about 10 years ago. That's how old my old desk top was. o'kay, it's installing Windows.
Expert:  Viet - Computer Tech replied 12 months ago.

OK, please let me know the result later. thanks.

Customer: replied 12 months ago.
It's finished and on a page, I think the first page of the set up
Expert:  Viet - Computer Tech replied 12 months ago.

Please follow the on-screen setup instructions, then let me know. Thank you.

Customer: replied 12 months ago.
Do I want "Cortana" ? Is that a good thing?
Expert:  Viet - Computer Tech replied 12 months ago.

That's for searching and voice searching; it's your preference; you can skip it for now, and set up Cortana if you'd like to try it later. Thank you.

Customer: replied 12 months ago.
O'kay, I guess it's finished. However, I don't see where to enter a username and pw.
Expert:  Viet - Computer Tech replied 12 months ago.

Are you able to open Internet or open any program on the new Dell desktop computer now? Please reply at the box below. Thank you.

Customer: replied 12 months ago.
Actually, I'm not sure where to start..."Setting things up", I assume...?? To answer your question, so far No.
Expert:  Viet - Computer Tech replied 12 months ago.

It is showing Setting things up? It is still setting up the computer? Please let me know. Thank you.

Expert:  Viet - Computer Tech replied 12 months ago.

What is showing on the computer's screen now?

Is the computer done setting up / installing yet?

When you are available, please reply at the box below to continue troubleshooting. Thank you.

Expert:  Viet - Computer Tech replied 12 months ago.
If there is still any issue, please reply at the box below, so I can help further. If everything is fine, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit when it shows up. Thank you very much

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