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Viet - Email Tech
Viet - Email Tech, Computer Support Specialist
Category: Email
Satisfied Customers: 36138
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I didn't use my laptop weeks

Customer Question

Hi, My name is Angela
I didn't use my laptop for 6 weeks and now I'm not able to get into my laptop. I have been trying for 2 days to fix the problem. Windows doesn't recognize my email address which is***@******.*** I have been using my phone to try to get into my laptop. Last night I created a new email address using Outlook how can I remove the old email address and put in my new email address? Please help I am
very frustrated
Submitted: 1 year ago.
Category: Email
Expert:  Viet - Email Tech replied 1 year ago.
Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.
I'm sorry about the issue. What's the model of your laptop?
Can you confirm it has windows 8?
Does it show your name or username at the password/login screen on the laptop?
Can we reset the laptop fresh, so you can re-set it up fresh with a new password ***** want?
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
I have a Lenovo Flex 2-15 Z575 it does show my username when I go to put my password. I would like to re-set Thanks
Customer: replied 1 year ago.
Can I use the new email address I created using Outlook?*
Expert:  Viet - Email Tech replied 1 year ago.
Thank you. Please try the following:
1. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
2. Click on the Power icon, then click on the option Restart while still holding the Shift key.
3. When a menu appears, then you can release the Shift key.
4. When prompted, click on the Troubleshoot option.
5. Then select the option Reset your PC, and continue.
(When prompted, select the option "Just remove files.")
Please let me know if you see the option Troubleshoot /Reset your PC option. lease reply at the box below. Thank you.
Customer: replied 1 year ago.
Sorry I don't know what I am doing
Expert:  Viet - Email Tech replied 1 year ago.
I'm sorry, I've provided the 5-step process. Which step are you stuck at? Please reply at the box below. Thank you.
Customer: replied 1 year ago.
Should I have my computer off then hit the shift button as I turn on the computer
Expert:  Viet - Email Tech replied 1 year ago.
No, the computer must be turned on.
1. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
2. Click on the Power icon, then click on the option Restart while still holding the Shift key.
; the Power icon is located at the bottom right at the password/login screen.
3. When a menu appears, then you can release the Shift key.
4. When prompted, click on the Troubleshoot option.
5. Then select the option Reset your PC, and continue.
(When prompted, select the option "Just remove files.")
Please let me know. Thank you.
Customer: replied 1 year ago.
I don't know where the power icon is
Expert:  Viet - Email Tech replied 1 year ago.
At the password/login screen on the laptop, the power icon is located at the bottom right. Please see the image below:
http://i.imgur.com/pYfGQL2.jpg

Please let me know. Thank you.
Customer: replied 1 year ago.
Ok I am at the reset your pc
Customer: replied 1 year ago.
Now do I chose only the drive where windows is installed
Customer: replied 1 year ago.
Or all drive
Expert:  Viet - Email Tech replied 1 year ago.
Great. Please select the option Reset your PC, and continue.
(When prompted, select the option "Just remove files.")
What are all the drive option(s)?
Please let me know. Thank you.
Customer: replied 1 year ago.
It said your pc has more than one drive do you want to remove all the files from all drive
Expert:  Viet - Email Tech replied 1 year ago.
Chose only the drive where windows is installed. Please let me know. Thank you.
Customer: replied 1 year ago.
Am I just want to remove where windows is
Expert:  Viet - Email Tech replied 1 year ago.
Yes, thank you.
Customer: replied 1 year ago.
Ok I there now do I hit the reset button
Customer: replied 1 year ago.
I hit the reset button now waiting for the pc to reset
Expert:  Viet - Email Tech replied 1 year ago.
Yes, reset takes awhile; please let me know the result later. Thank you.
Customer: replied 1 year ago.
No thank you I will let you know
Expert:  Viet - Email Tech replied 1 year ago.
You're welcome.
If you still need help with this issue, please reply back at the box below. If everything is fine, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit when it shows up. Thank you very much,