Hi, I'mCustomer Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
I'm sorry about the issue, what is the version of your windows operating system please? (windows 7, 8 or 10)
unfortunately i cannot, Please What is the model/brand of your computer, it is a laptop or a desktop ?
also are you using an online account the one that uses your email address as user name for login or are you using a offline local user account which has a simple user name like John,Anthony ?
If you are using an online account, try to Use the Password ***** Tool for Microsoft Live Accounts https://account.live.com/ResetPassword.aspx There you’ll find three choices, click “I Forgot My Password” selection then next and follow the onscreen instructions.
For a offline local account, Please go to this website : http://www.hirensbootcd.org/download/ scroll down and download the file name Hirens.BootCD.15.2.zip (Make sure you unzip this file) then burn this file into a blank DVD, to do this, you can use imgburn software, insert the Disk then follow the step by step instructions in this tutorial video :
Let me know the results.
You are welcome.
Has everything worked out, do you still need help please?
If you need further assistance please reply back to me and i will gladly continue to help
do you still need help please?