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.
Thank you. No, please try the following steps:
Do you see the menu / Troubleshoot option when trying the above steps?
Please reply at the box below to continue troubleshooting. Thank you.
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.
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.
When you try my exact steps, did you see the option Troubleshoot? Please let me know. Thank you.
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.
Pleas try again, then let me know all options after selecting Troubleshoot. Thanks.
After clicking Troubleshoot, is there any option besides Reset PC? Please let me know. Thank you.
So you select the option Reset this PC, then what are the next option(s)? Thank you.
Note: You must select the option Remove everything when you see it. Please let me know. Thank you.
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.
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.
Sorry, to confirm, the computer currently has windows 10, not windows 8 right?
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:
Let me open the issue to other experts for any new suggestion. Thank you for your patience.
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
you can create a startup flash drive from this link
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