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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 31329
Experience:  Over 20 years of consulting to the IT industry
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My windows 10 updated last evening and now I can on get it

Customer Question

my windows 10 updated last evening and now I can on get it to open.
JA: Just to clarify, what's the make and model of your computer? What version of Windows are you running?
Customer: HP 410-010/core 13-4170/8gb/1T
JA: Have you installed any updates recently?
Customer: maybe a week or two ago it updated.
JA: Anything else you want the computer expert to know before I connect you?
Customer: I can not find a password ***** microsoft in my passwords.
Submitted: 1 month ago.
Category: Computer
Expert:  Richard replied 1 month ago.

Hi there and welcome

What happens when you try to now start your computer?

Please let me know

Customer: replied 1 month ago.
did not work
Customer: replied 1 month ago.
I am not on that computer because I can get it to open.
Expert:  Richard replied 1 month ago.

ok, can you tell me please what did not work?

I was asking

What happens when you try to now start your computer?

Please let me know

Customer: replied 1 month ago.
all I get is enter password ***** I tried the new password ***** just set up.
Expert:  Richard replied 1 month ago.

ok, above the password ***** is either your name or an email address.

Can you tell me please what you see there?

Customer: replied 1 month ago.
My name Margaret ********
Customer: replied 1 month ago.
I used the password ***** just set up with my credit card for Microsoft. All I am getting is a blue screen with my name and a box for the password
Expert:  Richard replied 1 month ago.

ok, do you recall the microsoft account email address that was set up when you did this?

Customer: replied 1 month ago.
Expert:  Richard replied 1 month ago.

thanks

There is an email sent from microsoft to that email address, please check it and tell me the code that is in the email.

Customer: replied 1 month ago.
Expert:  Richard replied 1 month ago.

thank you

I have reset the password ***** you, restart the computer and enter in the password

richieja16

let me know please how you go.

Customer: replied 1 month ago.
that did not work either. I am not a very happy person right now. I did not do anything wrong to the computer and now I am paying to get to use it.
Expert:  Richard replied 1 month ago.

ok, I am sorry you are not happy with me...

the password ***** been reset and I have confirmed it can be signed in using it.

Is the computer a laptop or a desktop computer?

Customer: replied 1 month ago.
desktop
Expert:  Richard replied 1 month ago.

Did you restart the computer? If so, can you check the network cable is correctly connected to the computer please

Customer: replied 1 month ago.
I restarted the computer and the network is correctly connected
Expert:  Richard replied 1 month ago.

ok, then you did not use your microsoft account on the computer but a local account

In this event, the only way to remove the password ***** ***** reinstall of windows.

This will result in the loss of your data from the computer but this is unavoidable, it is the whole reason for the security

In order to do this, hold the left SHIFT key and with it held down, click on the power icon and click on restart.

Keep shift held down until it has restarted and you are at a menu.

Choose from the menu troubleshoot, then reset my pc

You must then choose the option to remove all files

Once done it will then reinstall windows so it will be as new, like when you first received it.

Then I strongly advise you set it up using a microsoft account, using the gmail account you gave and the password ***** gave you.

Once done, you will be able to use the computer again.

Customer: replied 1 month ago.
I hope this works, I am glad I have not moved all my file to that computer. If I could still us this computer I would not have moved to windows 10. I think it just to get more money out of people. This is just a toy in our home and I use it to work on family history. I have published 20 cemetery books and am finishing the last one in the county. This will be my last computer with windows if I keep having trouble like this.
Expert:  Richard replied 1 month ago.

It will work as it is on all windows 10 computers possible.

Let me know if you get to initiate the reinstall please.

Expert:  Richard replied 1 month ago.

how did you go with the instructions?

Customer: replied 1 month ago.
still waiting for install to finish
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month ago.
how long is this to take. All I have is a black screen with a moving circle of dots. It has been several hours now.
Expert:  Richard replied 1 month ago.

It should be done by now, has it completed?

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