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Andy, Computer Consultant
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My husband has an HP19 with windows 10 that will not let him

Customer Question

My husband has an HP19 with windows 10 that will not let him log on with his password. What can he do?
Submitted: 5 months ago.
Category: Computer
Expert:  ChrisC replied 5 months ago.

Hi Kathryn, my name is ***** ***** welcome to JustAnswer!

Can you tell me what message you get when he tries to log in?

Customer: replied 5 months ago.
The user profile Service service failed the sign in. User profile cannot be loaded.
Expert:  ChrisC replied 5 months ago.

Okay, in that case I'm going to opt out and let a more appropriate expert help you. This is going to be a problem with a corrupted profile rather than a password *****

You'll be notified when there's another response.

Expert:  Jason Jones replied 5 months ago.

Hello,
I am the person that will be helping you today.

Can you log in with a different account on that computer?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 5 months ago.
NO! I am on my (Kathryn's) computer. My husband can not go beyond the error message.
Customer: replied 5 months ago.
Is it possible to talk to someone via the phone?
Expert:  Jason Jones replied 5 months ago.

In that case, you may simply reset the computer back to factory settings. When you do this, it will erase everything on the computer and it will be in the same state as it was when you first purchased it. Will this workaround suffice for you?

Customer: replied 5 months ago.
How is that done when he can not log on?
Expert:  Jason Jones replied 5 months ago.

Follow the instructions below to reset your computer back to factory settings. Doing so, will erase everything on the computer and put it in the same state it was when you first purchased it:
- Turn the computer off.

- Turn the computer on.

- Immediately, start tapping the F11 key on the top of the keyboard.

- Choose System Recovery and restore the hard drive.

Once all of that is complete, you will be all set.

Expert:  Jason Jones replied 5 months ago.

Please, update me once that is complete. Please, let me know if it worked or not.

Customer: replied 5 months ago.
system recovery not a choice: continue EXIT and continue to Windows 10; Use an USB drive, network connection, or Windows recovery DVD; refresh or reset your PC, or use advanced tools; turn off your PC
Expert:  Jason Jones replied 5 months ago.

Choose "Refresh or Reset your PC".

Now which options are you given?

Customer: replied 5 months ago.
USB floppy/CD; USB hard drive; UEFI: IPv4 realtek PCle gbe family controller; UEFI: IPv6 realtek PCle GBE family controller; Fake Legacy Option; USB floppy CD; USB hard drive
Expert:  Jason Jones replied 5 months ago.

That is not what should have shown. Please, try again.

- Turn the computer off.

- Turn the computer on.

- Immediately, start tapping the F11 key on the top of the keyboard.

- Choose Refresh or Reset your PC.

Customer: replied 5 months ago.
Awaiting words
Expert:  Jason Jones replied 5 months ago.

May I ask what that means?

Customer: replied 5 months ago.
We haven't heard our next direction.
Expert:  Jason Jones replied 5 months ago.

I am confused. I gave you the instructions; your response was, "Awaiting words".

What do you see on the screen now?

Customer: replied 5 months ago.
I typed the choices now found on his screen starting with: USB floppy...
I have seen your suggestion of remotely controlling the device, but how can you get on to his computer? We will now restart the computer.
Expert:  Jason Jones replied 5 months ago.

I'm sorry, but it looks like the reset will not work. Did you update your computer to Windows 10 or did it come pre-installed?

Customer: replied 5 months ago.
We got farther. The computer is asking for a Windows disk we do not have. The computer came loaded with Windows.
Expert:  Jason Jones replied 5 months ago.

May I ask for the full model name of the computer? So far, all I have is HP 19.

Customer: replied 5 months ago.
He says his was updated from windows 7 . We have a windows 7 disk
Expert:  Jason Jones replied 5 months ago.

Being that you have the Windows 7 Disk, you may be able to reinstall Windows using that. When it asks, if you want to boot from "USB floppy/CD; USB hard drive; UEFI: IPv4 realtek PCle gbe family controller; UEFI: IPv6 realtek PCle GBE family controller; Fake Legacy Option; USB floppy CD; USB hard drive", choose to boot from the CD drive while having that disk in the disk drive.

May I ask for the full model name of the computer? So far, all I have is HP 19.

Customer: replied 5 months ago.
The computer is: HP 19 all in one; model # 19-2123w
Expert:  Jason Jones replied 5 months ago.

Thank you. Do you want to attempt reinstallation of Windows 7 using that disk?

Customer: replied 5 months ago.
We will give it a try ����
Expert:  Jason Jones replied 5 months ago.

Okay, thank you. Please, keep me updated.

Customer: replied 5 months ago.
Things are processing
Expert:  Jason Jones replied 5 months ago.

Thank you

Customer: replied 5 months ago.
We are at 52%
Expert:  Jason Jones replied 5 months ago.

Thank you. ***** is installed, we may have to do a couple more things.

Customer: replied 5 months ago.
K
Expert:  Jason Jones replied 5 months ago.

Thank you

Customer: replied 5 months ago.
We are doing an auto restore
Expert:  Jason Jones replied 5 months ago.

Okay, thank you for the update.

Customer: replied 5 months ago.
This is like waiting for water to boil. Something is happening (circling dots), but no percentages listed. I feel gray hairs appearing.
Customer: replied 5 months ago.
how long should this process take?
Customer: replied 5 months ago.
Our new message is as follows: auto repair could not repair your PC. Press "advanced options" to try other options to repair your PC. or "shut down" to turn off your PC. Log file: c:/windows/system32/logfiles/srt/srtTrail.txt Which do we choose?
Customer: replied 5 months ago.
Are you there???
Customer: replied 5 months ago.
we tried both with now positive results.
Customer: replied 5 months ago.
No results
Expert:  Jason Jones replied 5 months ago.

Hello,

I am sorry for the wait. I am not sure what you ran on your end. You need to boot from the CD and then choose to install Windows. The auto repair option will not work, as you are finding out.

- Jason

Customer: replied 5 months ago.
We are going to bed. When we rebooted with th CD in the drive, my husband says it went to windows 10. Can you help again tomorrow? We are done for the night.
Expert:  Jason Jones replied 5 months ago.

We can certainly, continue at your choice of time. Thank you.

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