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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35243
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
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Niothing. Printer OKJ. Forgot password to my HP laptop.

Customer Question

Niothing. Printer OKJ. Forgot password ***** my HP laptop.
JA: Can you guesstimate how old your HP is? And just to clarify, what's the exact model?
Customer: Locked out of the system. Need password ***** or issued a temporary password.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC
JA: How long has this been an issue? What happened right before this popped up?
Customer: @ 45 days
JA: Anything else you want the printer expert to know before I connect you?
Customer: Again, it's not the printer but the laptop.
Submitted: 2 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 2 months ago.

Hi,

I'm sorry about the issue. Does your HP laptop computer have windows xp, vista, or 7 or 8 or 10?

Does it show a name or username at the password ***** login screen?
Does it show an email address at the password ***** login screen?

Please reply at the box below. Thank you,

Expert:  Viet - Computer Tech replied 2 months ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 2 months ago.
HP Pavilion, 2 years old. Only name shows when turned on and request for password. Nothing else.
NO TO SEURE REMOTE ASSISTANCE.
Expert:  Viet - Computer Tech replied 2 months ago.

Thank you. Do you know if your HP Pavilion laptop has Windows XP, Vista, or 7 or 8 or 10?

Is there a power icon on the HP laptop's screen?

Is it okay to reset the laptop 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,

Customer: replied 2 months ago.
Windows 10. A new password.
Expert:  Viet - Computer Tech replied 2 months ago.

Do you need any data / file on this laptop?

Is there a power icon at the bottom right of the HP laptop's screen?

Please reply at the box below. Thank you,

Expert:  Viet - Computer Tech replied 2 months ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Expert:  Viet - Computer Tech replied 2 months ago.

It looks like you are away. When you are available, please reply back to continue. For now, let me provide some solutions you can try later when you are available.

Solution #1:

  1. Shut down the HP laptop computer.
  2. Turn the computer back on, then right away, keep pressing and releasing the key F11 on the keyboard quickly and repeatedly until the Choose an option menu appears.
  3. Click on option Troubleshoot.
  4. Click on option Recovery Manager, if shown.
  5. Click on option System Recovery.
  6. Select the option to back up your files first, and continue.
    - Full instructions / illustrations:
    http://support.hp.com/us-en/document/c04758961#AbT9

- Note: If there is not option "Recovery Manager", then select option Reset PC, and when prompted, select the option "Removing everything" and "Just remove files.", and continue.

Solution #2:

- If that does not work, please try:

  1. Turn on the HP laptop computer, and wait for it to turn on completely.
  2. Click on the screen to see the login screen.
  3. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
  4. Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.
  5. When a menu appears, then you can release the Shift key.
  6. When prompted, click on the Troubleshoot option.
  7. Then select the option Reset PC, and continue.
  8. When prompted, select the option "Removing everything" and "Just remove files.", and continue.

- If you'd like to, we can talk on the phone and troubleshoot the issue together.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

Expert:  Viet - Computer Tech replied 2 months ago.

Hi,
How is it going? It's been a few days. Do you still need help with your HP laptop issue? And/or do you need help with anything else?
When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

Customer: replied 2 months ago.
Please discontinue further communication. Previous request for
discontinuance was forwarded. I have not been aided by any of
your responses. We are speaking different languages with no
reasonable sense of understanding. Thank you.
Expert:  Viet - Computer Tech replied 2 months ago.

I'm sorry; It's been a few days. I did not get any message that you'd like to discontinue at this web page previously. Where did you forward it to? Did you have any trouble replying back to me at this web page previously?

Did you see / try my solutions previously? Are you stuck any step?

We can talk on the phone if you'd like to. We guarantee our service, so don't worry.

Please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

Customer: replied 2 months ago.
In all due respect, I have stated that I am dissatisfied and
desire immediate discontinuance. There is no need for any
further communications. Accordingly, you should take the
appropriate action.