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Kamil Anwar
Kamil Anwar, Exchange & Email Consultant
Category: Email
Satisfied Customers: 4536
Experience:  8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
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I am unable to log on to my PC

Customer Question

I am unable to log on to my PC
Submitted: 1 year ago.
Category: Email
Expert:  Kamil Anwar replied 1 year ago.
Hello & Welcome to JustAnswer.
Is it the email you're not able to log into or is the initial login to login to the computer? And is it windows 8?
Thanks
Customer: replied 1 year ago.
Yes, the initial login and yes, I have Windows 8.1
Customer: replied 1 year ago.
I was told by the Geek Squad that I'm probably locked out because I tried entering my password ***** many times
Expert:  Kamil Anwar replied 1 year ago.
What is your email address associated with your Windows computer?
Customer: replied 1 year ago.
***@******.***
Customer: replied 1 year ago.
I am not on that computer right now. I am on another one in my husband's office. He does not have Windows 8.1.
Expert:  Kamil Anwar replied 1 year ago.
do you have access to your number ending in 40?
Customer: replied 1 year ago.
What do you mean access to number ending in 40?
Expert:  Kamil Anwar replied 1 year ago.
There is a phone number associated with your account.
I need to know if you have access to any of the following:
Your comcast email address (any where you can access this email to check it)
OR the phone/cell phone number which has the last two digits as 40
Customer: replied 1 year ago.
Yes, my phone number, a landline, is(###) ###-####
Expert:  Kamil Anwar replied 1 year ago.
If you get call on this number now, can you take the call?
Customer: replied 1 year ago.
Yes
Expert:  Kamil Anwar replied 1 year ago.
You will get a call on this number with a code. Type the code to me here.
Customer: replied 1 year ago.
(###) ###-####
Expert:  Kamil Anwar replied 1 year ago.
Now try to login with the password justanswer23 and let me know if it worked for you.
Customer: replied 1 year ago.
Give me a few minutes while I go to another room. Thanks.
Expert:  Kamil Anwar replied 1 year ago.
Take your time.
Customer: replied 1 year ago.
No, it did not work
Expert:  Kamil Anwar replied 1 year ago.
What's the error/message it gave?
Customer: replied 1 year ago.
Can't sign in.
Expert:  Kamil Anwar replied 1 year ago.
Is that the full/complete message?
Customer: replied 1 year ago.
Hang on, I'll go write it down. Sorry about that
Expert:  Kamil Anwar replied 1 year ago.
Take your time. And tell me also if there is any important data on your PC? If not, we can reset it to factory defaults.
Customer: replied 1 year ago.
Can't sign in to PC right now. Go to account.com to fix the problem or try last password ***** on your PC.
Yes, I have some important data on my PC, especially my Outlook files and I work from home doing transcription work for an insurance company as well as Excel file spreadsheets of showing files transcribed, length of time, etc. which are used to calculate my monthly work.
Customer: replied 1 year ago.
If you reset to factory default will that impact my existing files?
Expert:  Kamil Anwar replied 1 year ago.
Can you click the shutdown button on the corner, and shut it down. After it restarts, try to login with password *****
Customer: replied 1 year ago.
Okay, I'll try that. Give me a minute, Kamil. Just shut it down and restarted using justanswer23 at login. Got this message:
"PC offline. Please sign in with last password ***** this PC"
Expert:  Kamil Anwar replied 1 year ago.
Okay. do you remember the previous password ***** always used to login?
Customer: replied 1 year ago.
Yes. adam11669
Expert:  Kamil Anwar replied 1 year ago.
Try adam11669 and see if that logs you in.
Customer: replied 1 year ago.
Hold on.
Expert:  Kamil Anwar replied 1 year ago.
Take your time.
Customer: replied 1 year ago.
Nope, same message:
PC off line, please sign in with last password ***** this PC
Expert:  Kamil Anwar replied 1 year ago.
How was this PC previously connected to the internet? wireless or wired?
Customer: replied 1 year ago.
Wireless
Expert:  Kamil Anwar replied 1 year ago.
Okay. There should be a ethernet port on this system, can you locate a ethernet cable and connect this PC directly to the router's ethernet port? and then restart and check.
Customer: replied 1 year ago.
Oh, God. First off, I don't know what an ethernet cable is. Our home office situation was that the modem, router, etc. are all in my husband's office and the system was set up so that we could share files. So I am in my husband's office right now. I am handicapped and cannot get down on the floor to check for cables, etc.
Expert:  Kamil Anwar replied 1 year ago.
I can tell you what the cable is and how to set it up, but if this is the case where we're unable to do this, then we won't be able to troubleshoot it to try and bring it online. So the next suggestion is to reset the pc to factory defaults which will erase everything and set the windows again (as new) if it worked.
Customer: replied 1 year ago.
Would I lost my existing files?
Expert:  Kamil Anwar replied 1 year ago.
Yes, every thing on this PC will be deleted.
Customer: replied 1 year ago.
Well, I can't afford to do that. I guess I'll have to get someone to come here and physically do this. I appreciate your efforts.
Expert:  Kamil Anwar replied 1 year ago.
Thank you. I tried, and did all my best to get this resolved for you not knowing that circumstances doesn't allow us. However, once you have some one in, here's what you need to tell them:
"Need to connect PC to router directly via ethernet cable", this will give us direct connection to internet in order to sign in and then we can setup wifi.
Because right now, it seems like we do not have the wifi connection and windows 8 needs an internet connection to sign you in.

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