Hello my name is ***** ***** will be assisting you today, please give me a moment to review your issue
Sorry to hear you are having this issue, are we dealing with a desktop, laptop, mac, tablet?
can you check your tower and make sure no external storage devices are plugged in such as flash drives or external hard drives?
ok, please make sure nothing besides keyboard and mouse are plugged into your computer then reboot
your network cable can be plugged in as well
I cannot connect if you are able to boot your computer. Are you still having the problem with no bootable device?
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
and your seagate external drive is not plugged in?
ok one moment please
what is the brand, model of your computer?
ok I would like you to reboot again and enter the bios, this canbedone by following these steps
Let me know if you are unable to perform these steps and we will continue
you want to choose "boot sequence", let me know what the boot order is that you see on the screen
you can navigate your bios by using your arrow keys
just to be clear, you said this is Windows 7 correct?
ok, one moment please
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?
sorry I did not mean installed, I mean plugged in
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
did you press the save key after changing the boot order? it's usually F10
ok and just to be clear, you said this is a Windows 7 PC correct?
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
is there an option to exit the bios? save and exit?
go ahead and choose apply and exit
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
Ok sorry, must have been an issue with the system, I apologize for that and assure you I was not blocking you from responding
I unfortunately cannot recover your Windows password, but give me a few minutes to see what I can do
ok you said this was windows 10 correct? if so, you should be able to recover your password
ok, do you have a backup e-mail set when you created your account?
Not sure if the system is locking you out again, but you could try resetting your password *****
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.
what error are you getting when you type the password?
When was the last time it worked?
Was anyone else using your computer before you?
Do you have any language settings on your keyboard?
or at the password ***** do you see a language setting?
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.
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..
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
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
I will go ahead and let another expert work with you on your password *****