Hi, and thank you for asking your question.
Are you using Windows XP, Vista, 7, 8 or 10 on the affected computer?
Please reply back using the box below. Thank you.
OK; do you see an EMAIL ADDRESS listed for your Windows account, at the logon screen?
Keep me posted.
Please let me know what that email address is, and I'll go through the password ***** steps with you. Thanks.
No issues; could you let me know what's the email address that shows up on the logon screen now?
OK; I'll reset the Windows password ***** you now. First, are you currently able to access your emails for the "*****@******.***" account?
Yes, I'm going to reset the Windows password ***** you now, but you will need to follow my questions/directions carefully please.
Once again, are you currently able to access your emails for the "*******************" account?
The reason I ask this is, I'm going to send a security code to your Yahoo account now; once you have provided me with the code you received, I'll go ahead and reset the Windows account password ***** you. Keep me posted.
Okay, great - I have sent a security code (from Microsoft) to that Yahoo account now; could you please check your emails from the other computer, and let me know what's the code you received?
Do keep me posted.
OK, perfect. Now, I'll reset the password ***** you; please let me know a NEW password ***** you would like to use for your Windows account from now on.
OK, I have resetted your Windows password ***** Kavelle01 now; please try using that password ***** the computer now, and let me know if it works for you.
If this password ***** for you, I'd appreciate it if you kindly take a moment to submit a positive rating at the top of this page. Thank you :)
Yes, I resetted the password ***** your desktop's Windows account itself (and not your email account.)
Did you make sure to capitalize the "K" while typing in the password? Could you try again, and let me know?
Hmm, okay. One moment; looking this up now. Please stand by,
OK; now, please check the bottom of the logon screen carefully - do you see any WIFI/network icon listed there? If so, click on that and then connect to your WIFI network first.
Done that, try logging in with the (new) password ***** more time; does it let you in?
Alternatively, please connect an Ethernet cable from your router to your desktop directly, and then try logging in with the password. Keep me posted.
Do this now: please restart the desktop once, using the Power icon at the bottom of the logon screen.
Done restarting, try entering the new password ***** more time. What happens now?
Yes, please see my above reply.
Your password ***** the computer has been resetted all right; we just need to get past this "Your PC is offline" error. Please do a complete restart now, and then try entering the new password ***** more time. Let me know.
If this does not work either, we will carry out a factory reset of your desktop PC next. Please keep me posted.
Okay, thank you.
Which password ***** you use this time?
What password ***** you type in, this time? Please let me know the exact password ***** typed in; thanks
One moment; providing you with the info now. Before that, could you confirm if you used Kavelle01 as the password ***** time?
Now, at the logon screen, please click on the Power icon at the bottom-right, and then HOLD down the Shift key (on your keyboard) and click "Restart" (while still holding down the key.)
Does a blue "Choose an option" screen show up this time?
So, you have gone offline now. Please do not leave your expert hanging like this in the future, but instead try to provide responses in a timely fashion. We will not be credited in any way until our customer's issue has been resolved. Thanks anyway.