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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: 1 month ago.
Category: Computer
Expert:  John replied 1 month 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 1 month 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 1 month 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 1 month 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 1 month ago.
3bfjws1, Windows 10
Expert:  John replied 1 month 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 1 month ago.
I can't get into windows, I can't get past the log in screen.
Expert:  John replied 1 month 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 1 month ago.
at the login screen
Expert:  John replied 1 month 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 1 month ago.
Expert:  John replied 1 month 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 1 month ago.

The screen you will get is like this

Customer: replied 1 month ago.
Got it. It says windows 8.1
Expert:  John replied 1 month ago.

OK then its windows 8.1 you have not windows 10

Did you see a troubleshoot option in that screen.

Expert:  John replied 1 month ago.

Is there any problem accessing the screen i shown above?

Customer: replied 1 month ago.
No problems I see the troubleshoot button.
Expert:  John replied 1 month 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 1 month ago.
two options: one will leave all files and the other wipes the drive and returns to default settings.
Expert:  John replied 1 month ago.

does the 2nd option says it will take time ?

Customer: replied 1 month ago.
several hours.
Expert:  John replied 1 month ago.

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

Customer: replied 1 month ago.
I think I went two screens.
Expert:  John replied 1 month 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 1 month ago.
There is no key or button that takes me back to the previous screen. I would have to start over.
Expert:  John replied 1 month ago.

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

Customer: replied 1 month ago.
back in troubleshoot. it says refresh, reset & advanced options.
Expert:  John replied 1 month ago.

Good this time will go screen by screen

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

Customer: replied 1 month ago.
all files and updates will be removed and pc returned to defaults
Expert:  John replied 1 month ago.

OK does that shows it will take a long time?

Customer: replied 1 month ago.
no
Expert:  John replied 1 month 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 1 month 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 1 month ago.

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

Customer: replied 1 month ago.
I apologize, my 10am appointment is here. I will have to log back in later. Thanks.
Expert:  John replied 1 month ago.

When will you be back ?

Expert:  John replied 1 month ago.

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

Thanking you,

John

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