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Matt Johnson
Matt Johnson,
Category: Computer
Satisfied Customers: 1
Experience:  System Administrator II at Kwik Trip, Inc
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Computer locked me out with password and wife tried to fix

Customer Question

computer locked me out with password ***** wife tried to fix now on no bootable devices screen need help asap
Submitted: 6 months ago.
Category: Computer
Expert:  Matt Johnson replied 6 months ago.

Hello my name is ***** ***** will be assisting you today, please give me a moment to review your issue

Expert:  Matt Johnson replied 6 months ago.

Sorry to hear you are having this issue, are we dealing with a desktop, laptop, mac, tablet?

Customer: replied 6 months ago.
desktop. looking at a No Bootable devices screen from my wife
Customer: replied 6 months ago.
Can you walk me there from here
Expert:  Matt Johnson replied 6 months ago.

can you check your tower and make sure no external storage devices are plugged in such as flash drives or external hard drives?

Customer: replied 6 months ago.
there was netgear
Customer: replied 6 months ago.
Seagate sorry
Expert:  Matt Johnson replied 6 months ago.

ok, please make sure nothing besides keyboard and mouse are plugged into your computer then reboot

Expert:  Matt Johnson replied 6 months ago.

your network cable can be plugged in as well

Customer: replied 6 months ago.
how can you connect to my desk top and fix?
Expert:  Matt Johnson replied 6 months ago.

I cannot connect if you are able to boot your computer. Are you still having the problem with no bootable device?

Customer: replied 6 months ago.
can you get me to the log in screen?
Expert:  Matt Johnson replied 6 months ago.

please follow these steps

1. unplug all devices from your computer(except keyboard and mouse)

2. hold the power button down on your computer for 6 seconds until it shuts off

3. press the power button again after 15 seconds

4. let me know the results

Customer: replied 6 months ago.
same screen
Expert:  Matt Johnson replied 6 months ago.

and your seagate external drive is not plugged in?

Customer: replied 6 months ago.
no
Expert:  Matt Johnson replied 6 months ago.

ok one moment please

Expert:  Matt Johnson replied 6 months ago.

what is the brand, model of your computer?

Customer: replied 6 months ago.
dell opti plex 3010
Expert:  Matt Johnson replied 6 months ago.

ok I would like you to reboot again and enter the bios, this canbedone by following these steps

  1. Start the computer and press ESC, F1, F2, F8 or F10 during the initial startup screen. ...(you should see one of these)
  2. Choose to enter BIOS setup. ...
  3. Use the arrow keys to select the BOOT tab. ...
  4. in the boot tab, let me know the boot order you see

Let me know if you are unable to perform these steps and we will continue

Customer: replied 6 months ago.
f12 came up when I started pushing other buttons for boot options so I choose it. legacy boot and
st500dm003-1bd142
cd?dvd?cd-rw driveother options
Bios setup
device Configuration
diagnostics
change boot mode settings
Customer: replied 6 months ago.
choose bios setiup
only options close to what you said are
under general
boot sequence
advanced boot otions
or furth down secure boot
Expert:  Matt Johnson replied 6 months ago.

you want to choose "boot sequence", let me know what the boot order is that you see on the screen

Expert:  Matt Johnson replied 6 months ago.

you can navigate your bios by using your arrow keys

Expert:  Matt Johnson replied 6 months ago.

just to be clear, you said this is Windows 7 correct?

Customer: replied 6 months ago.
usb storage device
st500dm002-1bd142
onboard nic
cd/dvd/cd-rw drive
Customer: replied 6 months ago.
sorry it wount let me send the response
Expert:  Matt Johnson replied 6 months ago.

ok, one moment please

Expert:  Matt Johnson replied 6 months ago.

are you sure you don't have a usb storage device installed? also, can you follow the on screen instructions in the bios to move usb storage device to the bottom and st500dm002 to the top?

Customer: replied 6 months ago.
no nothing in installed
Expert:  Matt Johnson replied 6 months ago.

sorry I did not mean installed, I mean plugged in

Expert:  Matt Johnson replied 6 months ago.

were you able to move your st500dm002-1bd142 to the top of the boot sequence and the usb flash drive to the bottom. There should be instructions in the bios to do that, if there arent let me know, I will post them for you

Customer: replied 6 months ago.
usb keeps going to the top
Expert:  Matt Johnson replied 6 months ago.

did you press the save key after changing the boot order? it's usually F10

Customer: replied 6 months ago.
when I seclect usb it goes to top no matter order its selected
Expert:  Matt Johnson replied 6 months ago.

ok and just to be clear, you said this is a Windows 7 PC correct?

Customer: replied 6 months ago.
ok I have them as onlu two optrions in tge order you said and choose apply
Customer: replied 6 months ago.
I think its widows 10
Expert:  Matt Johnson replied 6 months ago.

ok, I apologize I was under the assumption that we were troubleshooting a Windows 7 machine as it says at the top of the thread. we may also need to turn off secure boot, but lets keep with what we are doing first. go ahead and choose apply settings, then reboot

Customer: replied 6 months ago.
no option for reboot what do I do?
Expert:  Matt Johnson replied 6 months ago.

is there an option to exit the bios? save and exit?

Customer: replied 6 months ago.
apply and exit
Customer: replied 6 months ago.
chose to exit
Expert:  Matt Johnson replied 6 months ago.

go ahead and choose apply and exit

Customer: replied 6 months ago.
back to home screenbut password ***** wont work
Expert:  Matt Johnson replied 6 months ago.

ok I am still not going to be able to connect to your computer because you are not logged in. Do you have anything saved on your computer that you need?

Also, I am going to allow you to rate my service up to this point, please choose 3-5 stars if you are satisfied with my service so far

Customer: replied 6 months ago.
for sure all needs to be saved
Customer: replied 6 months ago.
3 stars sorry there was a time that I couldn't send you a response
Expert:  Matt Johnson replied 6 months ago.

Ok sorry, must have been an issue with the system, I apologize for that and assure you I was not blocking you from responding

Expert:  Matt Johnson replied 6 months ago.

I unfortunately cannot recover your Windows password, but give me a few minutes to see what I can do

Expert:  Matt Johnson replied 6 months ago.

ok you said this was windows 10 correct? if so, you should be able to recover your password

Customer: replied 6 months ago.
sir
\
Expert:  Matt Johnson replied 6 months ago.

ok, do you have a backup e-mail set when you created your account?

Expert:  Matt Johnson replied 6 months ago.

Not sure if the system is locking you out again, but you could try resetting your password *****

https://account.live.com/password/reset

Customer: replied 6 months ago.
I reset the password ***** that link but still no luck it think that is tied to my laptop
Expert:  Matt Johnson replied 6 months ago.

Okay, unfortunately I cannot assist with resetting your password ***** you don't remember it. I would suggest you make sure the caps lock key is off on your keyboard and try again. If that still doesn't work, please try Microsoft Support at 1(###) ###-####as they may be able to help you recover your password.

Customer: replied 6 months ago.
I know the passwaord it just wont let me in
Expert:  Matt Johnson replied 6 months ago.

what error are you getting when you type the password?

Customer: replied 6 months ago.
just incorrect passward but its been the same for years
Expert:  Matt Johnson replied 6 months ago.

When was the last time it worked?

Customer: replied 6 months ago.
few days ago
Expert:  Matt Johnson replied 6 months ago.

Was anyone else using your computer before you?

Customer: replied 6 months ago.
I don't think so. wife shut it down and then went to log back in and It wont take the password
Expert:  Matt Johnson replied 6 months ago.

Do you have any language settings on your keyboard?

Customer: replied 6 months ago.
I don't know
Expert:  Matt Johnson replied 6 months ago.

or at the password ***** do you see a language setting?

Customer: replied 6 months ago.
I don't see anything
Expert:  Matt Johnson replied 6 months ago.

Another options - Have you checked that you are set to the right keyboard? Try typing the password ***** then press the button to the right that shows your password ***** ensure it is coming out the same as the special characters differ with the american keyboards.

Customer: replied 6 months ago.
did and even tried on screen keyboard
Expert:  Matt Johnson replied 6 months ago.

If that doesn't work, my only other suggestion would be to do a factory reset, but you would lose all of your data. You may want to try Mircosoft support first at 1(###) ###-####as they are better equipped to handle password ***** issues..

Customer: replied 6 months ago.
well guess this was a waste of money
Expert:  Matt Johnson replied 6 months ago.

However, if you would like to speak with another expert here to try and recover your password, I can open it up to the community

Expert:  Matt Johnson replied 6 months ago.

I was able to get your computer out of no boot, I hope my help was worth something to that extent, sorry I am unable to recover your password ***** you

Expert:  Matt Johnson replied 6 months ago.

I will go ahead and let another expert work with you on your password *****

Customer: replied 6 months ago.
no we boot it in boot folloeing another tec. we wated money twice will be asking for a refund

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