Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
When you power on the laptop what comes up on the screen, let me know a bit in detail.
What happens next do you get the option to enter the password ***** no?
you must be knowing the password ***** enter.
not a problem let me know what user name you type to login to windows
are you able to click on the password ***** and type in?
so its the password ***** is not being accepted.
Tell me the user name you see above the password *****
what is the version of windows it has windows 7, 8 or 10?
take a screen shot of the screen or use your cell phone to click a picture of the login screen and post it here.
click a picture of the login screen and post it here.