Hi Kathryn, my name is ***** ***** welcome to JustAnswer!
Can you tell me what message you get when he tries to log in?
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.
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.
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?
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.
Please, update me once that is complete. Please, let me know if it worked or not.
Choose "Refresh or Reset your PC".
Now which options are you given?
That is not what should have shown. Please, try again.
- Turn the computer off.
- Choose Refresh or Reset your PC.
May I ask what that means?
I am confused. I gave you the instructions; your response was, "Awaiting words".
What do you see on the screen now?
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?
May I ask for the full model name of the computer? So far, all I have is HP 19.
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.
Thank you. Do you want to attempt reinstallation of Windows 7 using that disk?
Okay, thank you. Please, keep me updated.
Thank you. ***** is installed, we may have to do a couple more things.
Okay, thank you for the update.
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.
We can certainly, continue at your choice of time. Thank you.