Hi. My name is***** you for your question and the opportunity to assist.
I can help you with this. Can you tell me the email address that appears on your screen?
Do you have the computer connected to your router right now?
Thank you. There's a couple of things that need to take place to make this work.
If your login is based on an email address it needs to have an internet connection.
If this is a desktop machine can you connect it to your router via ethernet cable and restart it.
If it's wireless it will need to be connected that way.
Is***@******.*** an email address you still use or does your phone number still end in 86?
Does your phone number still end in 86
are you able to receive email at ***@******.*** ?
Great. I'm sending an email to you containing a 7 digit password ***** code.
Please do not enter it on the computer as a password. Instead, send me the code
when you receive it.
Thank you. One moment please.
Can I please have the last 4 digits of your 86 phone number?
Thanks. A text message was just sent containing another code.
I'll need that as well.
I'll try to resend.
do you have another cox email address that begins with kb ?
Would it be ok to reset the PC to get you back in to it?
This would remove all personal data and allow you to start fresh?
Anything purchased on iTunes will appear when you sign in to your account.
Other stored music would be lost.
Thanks. From the login screen, hold down and keep holding, the Shift key.
Click the Power icon in the lower right corner and select Restart.
Release the Shift key a few seconds after selecting Restart.
The Choose an Option page should appear.
Click Reset your PC
You'll be asked a few more questions. Let me know what those are and I can guide you.
Hold up. Did you just receive another code at your Cox address? I believe there was a system delay.
OK. Select only the drive where Windows is installed.
Just remove files.
Thanks. This will take a while. When it is finished it will be like it was started up the first time.
You'll create your user account and walk through the setup steps like choosing a keyboard layout
and language. Windows will want to connect to the Internet. Is this a desktop you can connect
to your router with an ethernet cable or is this a laptop?
Yes? It's a desktop or laptop?
Thanks. The installation will complete without an internet connection but it will make things
easier as there will be many updates from Microsoft waiting and it will take some time to
Is there anything else I can assist with?
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