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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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I can't get past the lock screen of my laptop, It's an Asus

Customer Question

Hello,
JA: Hi. What seems to be the problem?
Customer: i can't get past the lock screen of my laptop
JA: Just to clarify, what's the make and model of your laptop, and what operating system are you running?
Customer: It's an Asus f555y
JA: Have you installed any updates recently?
Customer: It automatically did one 2 nights ago. I haven't used it since then
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 2 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 2 months ago.

Hi,

I'm sorry about the issue. Is there any error or message?

Does your Asus Asus f555y laptop have windows xp, vista, or 7 or 8 or 10?

Please reply at the box below. Thank you,

Customer: replied 2 months ago.
Windows 10
Customer: replied 2 months ago.
It has asked for my login live password ***** it doesn't accept that either
Expert:  Viet - Computer Tech replied 2 months ago.

Thank you. What is the email address currently showing on your Asus laptop's screen?

What's the exact error or message?

Please reply at the box below. Thank you,

Customer: replied 2 months ago.
There is no error message. My ligin live email is***@******.***
But that doesnt pop up on the screen either. It always asks for the password ***** im in
Expert:  Viet - Computer Tech replied 2 months ago.

Shut down / restart the laptop, then if it asks for PIN or something else, then under the Sign-in options, select some icon below it for any other sign-in option. Does it show any email address at all?

Please let me know. Thank you,

Customer: replied 2 months ago.
No it doesn't.
There is an icon for the number (pin)
And the other icon is a password. When i right click on that it comes up with my name.
Expert:  Viet - Computer Tech replied 2 months ago.

Is your hotmail email password ***** working at the hotmail.com website?

Please let me know. Thank you,

Customer: replied 2 months ago.
it is
Expert:  Viet - Computer Tech replied 2 months ago.

Did you use any other email address on the Asus laptop previously?

If you use the other icon for password, and when you enter the password, does it say incorrect password ***** something else? Does it give you any other option?

Customer: replied 2 months ago.
I have not done anything different or changed passwords. The last time i used it was 2 nights ago. It started to do an automatic system download, so i left the computer to do its thing. Today i cant access it
Expert:  Viet - Computer Tech replied 2 months ago.

I'm sorry. The automatic update could be corrupted. Did you use any other password *****?

If you use the other icon for password, and when you enter the password, does it say incorrect password ***** something else? Does it give you any other option?

Customer: replied 2 months ago.
None. I have always only had 1 password ***** access it
Expert:  Viet - Computer Tech replied 2 months ago.

You've been using one PIN and one Password ***** your Asus laptop right?

Is it okay to reset the laptop fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Customer: replied 2 months ago.
Ill take it to a repairer. Thank you for trying to help
Expert:  Viet - Computer Tech replied 2 months ago.

I'm sorry; I can continue to help.

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 let me know. Thank you,

Expert:  Viet - Computer Tech replied 2 months ago.

Hi,

How are you? I'd like to check if you still need help with this issue and/or with anything else.

Please reply at the box below. Thank you,

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