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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 31329
Experience:  Over 20 years of consulting to the IT industry
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Windows did an upgrade on my computer last night, when it

Customer Question

Hi windows did an upgrade on my computer last night, when it restarted and I went to put my passcode in it would not accept it nor would it accept my Microsoft password. How do I fix this? I need my laptop asap.
Submitted: 2 months ago.
Category: Computer
Expert:  Richard replied 2 months ago.

Hi there and welcome

Can you tell me please Samantha, which version of windows are you using?

Customer: replied 2 months ago.
I think it's xp.
Expert:  Richard replied 2 months ago.

ok, we need to be sure, how exactly does the sign in screen look?

Customer: replied 2 months ago.
It has a head in a circle with a box under it and passcode.
Customer: replied 2 months ago.
Sorry its actually windows 10
Expert:  Richard replied 2 months ago.

ok, no problem.,

Above the password ***** is a username thats either your name or an email address.

Tell me what it is please.

Customer: replied 2 months ago.
It's neither it's a passcode four numbers.
Expert:  Richard replied 2 months ago.

thats the request for the password, but what is exactly above the password *****?

Customer: replied 2 months ago.
Ohhh. I see it's my name
Expert:  Richard replied 2 months ago.

no email address?

Customer: replied 2 months ago.
No.
Expert:  Richard replied 2 months ago.

ok, this means you cannot reset the password ***** as your using a local account.

The only way now to reset this is to wipe the computer and reinstall windows. This is going to remove all your data and return the computer to new, there is nothing you can do to avoid this sorry, it is the whole reason for the security and being a local account it cannot be reset.

To do the reset, on the sign in screen, then hold the LEFT shift key and with it held down, click on the power icon and click restart.

Keep shift held down until it has restarted and your at a menu.

choose Troubleshoot, then reset my PC

You have to choose to wipe all your files, let this complete and the computer is reset as new and you can set it all up again

Let me know please how you go.

Customer: replied 2 months ago.
K wait it just let me context to wifi! And now the circle is doing something on my computer can I do something with that
Expert:  Richard replied 2 months ago.

ok.. let me know what happens when it finishes please

Customer: replied 2 months ago.
I tried putting in my email, but it wants Microsoft
Customer: replied 2 months ago.
it won't take that one either. I'm going to loose my mind
Expert:  Richard replied 2 months ago.

yes, its a local account it is why you need to do the reinstall.

Customer: replied 2 months ago.
Problem is I purchased my windows and everything online. So how do I then go and redue this.
Expert:  Richard replied 2 months ago.

yes thats ok, you just need to follow the instructions I gave you.

I repeated them again below

The only way now to reset this is to wipe the computer and reinstall windows. This is going to remove all your data and return the computer to new, there is nothing you can do to avoid this sorry, it is the whole reason for the security and being a local account it cannot be reset.

To do the reset, on the sign in screen, then hold the LEFT shift key and with it held down, click on the power icon and click restart.

Keep shift held down until it has restarted and your at a menu.

choose Troubleshoot, then reset my PC

You have to choose to wipe all your files, let this complete and the computer is reset as new and you can set it all up again

Let me know please how you go.

Customer: replied 2 months ago.
The menu only comes up trouble shoot, when I hit trouble shoot and reset it goes to uefi firmware settings or start up settings( change your windows startup behaviour)
Expert:  Richard replied 2 months ago.

you will see the option there, can you repeat it and carefully look through the options and you will see reset my pc.

I can also call you and step you through this?

Customer: replied 2 months ago.
There is no reset on this.
Customer: replied 2 months ago.
The reset is under troubeshoot but it doesn't go into it
Expert:  Richard replied 2 months ago.

you will see it, it is on all windows 10 computers.

You start up with SHIFT + F8

then you choose Troubleshoot and there you will see reset my pc

Does it say Reset or Reset My PC?

Customer: replied 2 months ago.
It says it. But it's under trouble shoot but it doesn't let me log into it
Expert:  Richard replied 2 months ago.

what exactly happens when you try to select it?

Customer: replied 2 months ago.
It gives me a list of restart, enable low resolutions enable bootlogging but I can't click on any of them.
Expert:  Richard replied 2 months ago.

whats the make and model of the computer?

Customer: replied 2 months ago.
It's an hp touch screen
Expert:  Richard replied 2 months ago.

ok, power off the computer, power it on and keep tapping F11 until you get to a menu.

Tell me when you are there and which options you have please.

Customer: replied 2 months ago.
Okay.
Expert:  Richard replied 2 months ago.

thanks

Customer: replied 2 months ago.
Okay it says press wax to continue?
Expert:  Richard replied 2 months ago.

ok, do this please and tell me what options you get.

Customer: replied 2 months ago.
Okay
Customer: replied 2 months ago.
Took me back to the same thing.
Expert:  Richard replied 2 months ago.

You cannot choose Reset My PC?

Customer: replied 2 months ago.
Nope. Apparently not
Expert:  Richard replied 2 months ago.

What exact options are you now getting though?

Customer: replied 2 months ago.
Wth? Why won't it click over to it.
Expert:  Richard replied 2 months ago.

It points to another issue on the computer

Can you connect a different mouse and try please?

Customer: replied 2 months ago.
Thanks for trying, but I'm going to have to take it in to staples.
Expert:  Richard replied 2 months ago.

ok, the fact you cannot click any of the options is pointing to a hardware issue and can explain why the password ***** not accepted.

At staples they can use a special USB stick to reinstall windows instead which will confirm if it is a hardware issue and bypasses this menu (but you need the USB stick for this)

If you would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.

Thank you

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