Hi Karen. My name is***** you for your question and the opportunity to assist.
Are you being told the password ***** ***** ? or is it a different message ?
Thanks. Is there an email address displayed on the login screen and if so what is it?
Do you see an email address on the screen that asks for your password?
Yes. Has the computer ever booted successfully since the Windows 10 upgrade?
Thanks. From the admin pw screen, hold down the Shift key
and while doing that click the Power icon in the far right corner and select Restart.
Release the Shift key when you see "Please wait"
It should take you to the Choose an Option screen.
Ok. Does the screen also say Welcome Back and your name?
From the screen that shows your name and the area to enter your password
hold down the Shift key
and while doing that, click the Power icon in the far right corner and select Restart.
Start the machine and immediately hold down the Shift key and begin quickly tapping the F8 key
to go to recovery mode.
to go to recovery mode. The goal is to get to the Choose an Option screen.