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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35226
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
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My wife restarted her computer but forgot the password. HP,

Customer Question

My wife restarted her computer but forgot the password.
JA: Just to clarify, what's the make and model of your machine, and what operating system are you running?
Customer: HP
JA: Have you installed any updates recently?
Customer: Pavillion windows 10
JA: Anything else you want the computer expert to know before I connect you?
Customer: no
Submitted: 12 days ago.
Category: Computer
Expert:  Viet - Computer Tech replied 12 days ago.

Hi,
I'm sorry about the issue. Is this a new computer?

Do you mean you cannot open any program on the computer?

Does it show a name or username at the password ***** login screen?
Does it show an email address at the password ***** login screen?

Please reply at the box below. Thank you.

Expert:  Viet - Computer Tech replied 12 days ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 12 days ago.
Cannot open any program on computer. Must sign on with password. Have had this computer for three years.
Expert:  Viet - Computer Tech replied 12 days ago.

Thank you. At the password ***** sign-in screen, do you see a name / user name?

Also, at the password ***** sign-in screen, do you also see an email address? If yes, what is that email address?

Please reply at the box below. Thank you,

Expert:  Viet - Computer Tech replied 12 days ago.

Do you also have another working Windows or Mac computer? If yes, I can also connect remotely to your working computer, then I can fix your problematic computer's password ***** through your working computer for you.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 12 days ago.
My wife took the computer to best buy. Can you still help me with this problem with her password.
Customer: replied 12 days ago.
I have a working windows computer
Expert:  Viet - Computer Tech replied 12 days ago.

What did Best Buy say?

Do you know if there was an email address showing at the sign-on screen?

Do you need any data / file on the the problematic computer?

Please let me know. Thank you,

Customer: replied 12 days ago.
She hasn't gotten to best buy yet. No email showing on sign in screen. Just password. don't under stand [do I need any data / file on problematic computer.
Expert:  Viet - Computer Tech replied 12 days ago.

Data / files means documents, pictures, etc.

Does it show a name or user name along with the password *****?

Thank you,

Customer: replied 12 days ago.
It shows her Email address and password ***** in space.
Expert:  Viet - Computer Tech replied 12 days ago.

Great. What's her email address?

Does she or do you currently able to access her email address on your working computer right now?

Please reply at the box below. Thank you,

Customer: replied 12 days ago.
She is at counter in best buy now should we still try to recover her password
Customer: replied 12 days ago.
her email is***@******.*** yes I can access her email.
Customer: replied 12 days ago.
from my working computer.
Expert:  Viet - Computer Tech replied 12 days ago.

Thank you. For account verification purpose, Microsoft has sent an email message to her cox email address. Please check her email and tell me the code number in that Microsoft message. Then I will set up a password ***** her computer.

Please reply at the box below. Thank you,

Customer: replied 12 days ago.
Code(###) ###-####
Expert:  Viet - Computer Tech replied 12 days ago.

Hmm, that code did not work. Please check carefully the exact numbers.

Also, do you have a phone number ending with the two digits 25? If yes, what's the last four digits of that phone number? Is it a landline or cellphone? And is it able to receive text messages?

By the way, besides the password ***** is there any other issue with her computer that she's taking to Best Buy?

Please let me know. Thank you,

Customer: replied 12 days ago.
I just copied and pasted this # from her email. no we do not have a phone ending in 25
Expert:  Viet - Computer Tech replied 12 days ago.

Sorry. Microsoft has just sent another code to her Cox email. Please let me know the new code number. Thank you,

Customer: replied 12 days ago.
Just got call from wife. they fixed her problem . Thanks for your help.
Expert:  Viet - Computer Tech replied 12 days ago.

You're welcome. Great, so Best Buy fixed her computer's password. Next time, we can help you here without having to drive to Best Buy.

Is there any other computer question / issue I can help you with today?

Thank you for your patience,

Customer: replied 12 days ago.
No thank you.
Expert:  Viet - Computer Tech replied 12 days ago.

You're welcome. Also, she can always change her computer's login password ***** time at the Microsoft website below:

https://account.microsoft.com

, there, sign in with her cox email address and her current computer's login password, use the Change password option there.

- Also, if she forgets her computer's login password ***** the future, she can also go to the same website above, or go to the outlook.com website, then click on Sign in option, then enter her cox email address, and select Next, then use the Forgot my password option there in order to reset her Microsoft account password, which means her computer's login password.

If you need help with anything else, please let me know any time. Also, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit. Thank you very much,