Hi, and thank you for your question.
Just to clarify, are you unable to logon to your Windows user account itself? If so, would you like to carry out a system reset which will restore your computer back to factory settings and allow you to create and use a new account from now on?
Please reply at the box below, and then we will continue further.
PS: Please do not accept any remote assistance offer (simply "X" it out) if it shows up on this page; it's sent out automatically by our site, and not by me. We do not need to do a remote session for your issue; I'll reply back to you below now.
Yes, this will completely remove any existing accounts and their passwords, and will allow you to start afresh with a new admin account. Do keep me posted.
OK, please boot up the system now; once at the Windows logon screen, do not logon to any account but let me know instead so I can follow up with further steps.
Once at the logon screen, HOLD down the Shift key on your keyboard and then click on the Power icon at the bottom-right and click "Restart" (while still holding down the key.)
Does this bring up a blue "Choose an option" screen?
Oh, are you currently replying to me on the same computer now?
OK; in that case, could you let me know where you are being prompted for the admin password? Does it list any email address for the admin account itself?
Oh, I see. In that case, let me provide you with the complete steps to reset your system after rebooting; after the process is completed, you may update me on the results on this question page, which you will be able access anytime through your emails received from JustAnswer. Please stand by.
Please see my above reply - typing up further directions now. Also in the meantime, could you let me know if the administrator account lists any email address at all at the Windows logon screen?
OK. Now, please restart your computer.
Once at the Windows logon screen, click on the Power icon at the bottom-right, and then HOLD down the Shift key on your keyboard and click "Restart".
A blue "Choose an option" screen will come up. There, click TROUBLESHOOT > RESET THIS PC.
Next, click REMOVE EVERYTHING > JUST REMOVE MY FILES.
Done that, the system reset process will take a couple of hours to complete, after which you will be able to start afresh with a new admin account accordingly.
If you need more help, please use the Reply box below to continue our conversation.
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OK; after the process completes, you may update me on the results on this question page itself. You will be able to access this page anytime later on through your emails received from JustAnswer. I'll be here; thank you.
No problem; good luck, and do keep me posted!