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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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Cntrl F11 didn't work. F2 brought up the bios setting but no

Customer Question

cntrl F11 didn't work. F2 brought up the bios setting but no reset option. XPS One 2710.
JA: What kind of computer do you have?
Customer: Dell XPS one 2710
JA: Have you installed any updates recently?
Customer: yes, problem is the password ***** work so I can't access windows
JA: Anything else you want the computer expert to know before I connect you?
Customer: no
Submitted: 7 months ago.
Category: Computer
Expert:  John replied 7 months ago.

Hello and welcome to justanswer. My name is***** will be assisting you today. Please give me a moment while I review your question.

Expert:  John replied 7 months ago.

Just to clarify are you trying to reset windows operating system (reset will erase files on the hard drive then re-install windows 10 just like a new system)?

Are you using windows 10 operating system?

Customer: replied 7 months ago.
I am trying to reset the computer to factory settings. I don't have any data on the PC, it was clean just must have typed the password *****
Expert:  John replied 7 months ago.

Please provide the service tag id of the Dell XPS PC also which is the operating system installed in the PC.Is it Windows Vista, Windows 7, windows 8, Windows 10 ?

Customer: replied 7 months ago.
3bfjws1, Windows 10
Expert:  John replied 7 months ago.

OK to reset windows 10 please go to the windows 10 login screen.

Once you are in the windows 10 login screen let me know.

Customer: replied 7 months ago.
I can't get into windows, I can't get past the log in screen.
Expert:  John replied 7 months ago.

You do not need to get to the windows.we can initiate windows 10 from the login screen.

Are you in the login screen now?

Customer: replied 7 months ago.
at the login screen
Expert:  John replied 7 months ago.

Can you see a power icon in the windows 10 login screen which is located on the bottom right of the screen like shown in the above image?

Customer: replied 7 months ago.
Expert:  John replied 7 months ago.

OK press and hold the Shift key on the keyboard then click on power icon and then click on restart while holding the shift key.

That will open a advanced options screen with Troubleshoot,Continue and exit.See if you are getting that screen

Let me know

Expert:  John replied 7 months ago.

The screen you will get is like this

Customer: replied 7 months ago.
Got it. It says windows 8.1
Expert:  John replied 7 months ago.

OK then its windows 8.1 you have not windows 10

Did you see a troubleshoot option in that screen.

Expert:  John replied 7 months ago.

Is there any problem accessing the screen i shown above?

Customer: replied 7 months ago.
No problems I see the troubleshoot button.
Expert:  John replied 7 months ago.

Click on that troubleshoot and then see if you are getting a option to reset the PC,if so click on reset PC

Let me know what it shows after that ?

Customer: replied 7 months ago.
two options: one will leave all files and the other wipes the drive and returns to default settings.
Expert:  John replied 7 months ago.

does the 2nd option says it will take time ?

Customer: replied 7 months ago.
several hours.
Expert:  John replied 7 months ago.

I believe you missed one step.Is this the next screen you got after you selected to reset PC?

Customer: replied 7 months ago.
I think I went two screens.
Expert:  John replied 7 months ago.

please go back to the previous screen

Is it possible for you take a picture of the immediate next page you get after you click on reset PC and send it to me using the add files option in the reply box.

Customer: replied 7 months ago.
There is no key or button that takes me back to the previous screen. I would have to start over.
Expert:  John replied 7 months ago.

There suppose to be a cancel option if so click on it

Customer: replied 7 months ago.
back in troubleshoot. it says refresh, reset & advanced options.
Expert:  John replied 7 months ago.

Good this time will go screen by screen

Click on reset then let me know what it shows on next screen

Customer: replied 7 months ago.
all files and updates will be removed and pc returned to defaults
Expert:  John replied 7 months ago.

OK does that shows it will take a long time?

Customer: replied 7 months ago.
no
Expert:  John replied 7 months ago.

OK then select that option and let me know what it shows on the next screen or does it start the process?

Customer: replied 7 months ago.
there is a next button there. when I press it it takes me back to the screen before without a cancellation button that says clean files or wipe drive with the takes hours indicated.
Expert:  John replied 7 months ago.

Can you please post the 2 options it shows as exactly as it is

Customer: replied 7 months ago.
I apologize, my 10am appointment is here. I will have to log back in later. Thanks.
Expert:  John replied 7 months ago.

When will you be back ?

Expert:  John replied 7 months ago.

Checking to see whether you were able to reset windows 10 like i mentioned yesterday. Please let me know.

Thanking you,

John