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Robert M.
Robert M., Consultant
Category: Computer
Satisfied Customers: 8750
Experience:  30 yrs. in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
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My 8-1 locked up. I reset it and then I installed 10. Can't

Customer Question

My 8-1 locked up. I reset it and then I installed 10. Can't remember the PW I used. How can I get in?
Art
Submitted: 11 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 11 months ago.

Hi,

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?
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 11 months ago.
Shows the name Art. Nothing in the password. I think I can reset the computer and start over. Before to clear it I held F8 down and started the PC and followed the directions. Should I do this again?
Expert:  Viet - Computer Tech replied 11 months ago.

Thank you. No, please try the following steps:

  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 / Troubleshoot option when trying the above steps?

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

Expert:  Viet - Computer Tech replied 11 months ago.

I do live online support. Can I provide written instructions here? Did you try my 5-step process above? Please reply at the box below. Thank you.

Expert:  Viet - Computer Tech replied 11 months ago.

If there is issue or if you are stuck at any step, please let me know, so I can help further.

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

Customer: replied 11 months ago.
I went through the list and am resetting the account. Let you know in a few minutes.
Art
Customer: replied 11 months ago.
Wet back to asking for a password. I will try again
Expert:  Viet - Computer Tech replied 11 months ago.

When you try my exact steps, did you see the option Troubleshoot? Please let me know. Thank you.

Customer: replied 11 months ago.
Clicked on Trouble shoot and then reset Now have choose an account to continue. Clicked on Art Now it wants a password ***** this account (Keyboard layout US)
Expert:  Viet - Computer Tech replied 11 months ago.

After clicking on Troubleshoot, what are all the options you see?

Did you try Reset option or Refresh option?

Please let me know. Thank you.

Customer: replied 11 months ago.
I thin it was reset PC
Art
Expert:  Viet - Computer Tech replied 11 months ago.

Pleas try again, then let me know all options after selecting Troubleshoot. Thanks.

Customer: replied 11 months ago.
I went back and did it again. It was RESET PC
Customer: replied 11 months ago.
OK
Expert:  Viet - Computer Tech replied 11 months ago.

After clicking Troubleshoot, is there any option besides Reset PC? Please let me know. Thank you.

Customer: replied 11 months ago.
Advanced options with 3 checkmarks
Expert:  Viet - Computer Tech replied 11 months ago.

So you select the option Reset this PC, then what are the next option(s)? Thank you.

Expert:  Viet - Computer Tech replied 11 months ago.

Note: You must select the option Remove everything when you see it. Please let me know. Thank you.

Customer: replied 11 months ago.
It says Choose an account to continue
*Art
Forgot your password ***** Don't see your account?
Expert:  Viet - Computer Tech replied 11 months ago.

So right after you click on the option Reset this PC, right away, you see the option Choose an account to continue..., but you do not see the options Keep my files and Remove everything right? Please let me know. Thank you.

Customer: replied 11 months ago.
OK I will go back and look. It may not be in bold print
Expert:  Viet - Computer Tech replied 11 months ago.

OK, usually after you selecting the option Troubleshoot, then next, when you select the option Reset this PC, you should see the two options below:

1. Keep my files, and

2. Remove everything.

You need to select the option Remove everything.

Please let me know. Thank you.

Customer: replied 11 months ago.
Nothing like that. Just what I gave you above.
Expert:  Viet - Computer Tech replied 11 months ago.

Sorry, to confirm, the computer currently has windows 10, not windows 8 right?

Customer: replied 11 months ago.
I can check the advance options?
Expert:  Viet - Computer Tech replied 11 months ago.

Yes, you can try, though I don't think it is able to fix. It's strange that it does not show you those two options as on the web page below:

http://www.windows10forums.com/articles/reset-windows-10-when-windows-wont-boot.14/

Let me open the issue to other experts for any new suggestion. Thank you for your patience.

Customer: replied 11 months ago.
I put on windows 10 yesterday
Expert:  Robert M. replied 11 months ago.

what is under advanced options ?

the real reset to factory is usually under there.

also i can get you a link for a password ***** disk that should work though it isnt easy to use

Customer: replied 11 months ago.
I don't see anything advanced options that would go back to factory setting
Art
Customer: replied 11 months ago.
System restore, System Image recovery, Startup repair, Command prompt, UEFI Firmware settings,Startup settings.
Customer: replied 11 months ago.
Where would I get a reset disc?
Expert:  Robert M. replied 11 months ago.

you can create a startup flash drive from this link

https://www.microsoft.com/en-us/software-download/windows10

you have to scroll down to where it says DOWNLOAD THE TOOL

run that program and it will create a win 10 install disk out of a flash drive or cd

you need to do it on a working computer of course

you also want to make sure on this computer that the uefi is set to legacy so it will boot off a flash drive and that usb and / or cd drive are set to be a part of the boot order preferably the first ones

this post shows more of how to change that but it is under uefi firmware settings in the advanced options where you just were

http://www.tomshardware.com/faq/id-2569556/safe-mode-windows.html