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Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 598
Experience:  Laptop repair specialist
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Just bought a HP laptop. Cannot log in - 't know my pass

Customer Question

Just bought a HP laptop. Cannot log in - don't know my pass word. Can you help?
Submitted: 1 year ago.
Category: Laptop
Customer: replied 1 year ago.
Well, what is my answer?
Customer: replied 1 year ago.
The ad said ten minutes, your time is up, Cancel my transaction.
Expert:  Sandy replied 1 year ago.
Hi, I am Sandy and I look forward to help you today with the best answer possible.
What OS is installed on this HP laptop? Windows 7 or 8
Customer: replied 1 year ago.
The add from HP was Office 365 personel was free to instal.
Expert:  Sandy replied 1 year ago.
What OS is installed on this HP laptop? Windows 7 or 8
Please let me know.
Customer: replied 1 year ago.
I don't have an operating system loaded.
Customer: replied 1 year ago.
I thought that this 365 is to be my system, not Windows 10.
Customer: replied 1 year ago.
Well where are we going? What are you doing?
Expert:  Sandy replied 1 year ago.
Please Restart your computer.
It will ask to enter your Email ID(any hotmail or outlook.com or msn.com ID) and password.
If you don't have any ID, please choose, "I don't have an account"
And then create a new account iD and then use that to login.
Please let me know if it helps or not.
Thank you.
Customer: replied 1 year ago.
Did not work. What now?
Expert:  Sandy replied 1 year ago.

What message do you get when you try to create a new account? Are you able to create a new account?

Customer: replied 1 year ago.
It implies that I have an account.I am using my old PC to comunicate with you.
Expert:  Sandy replied 1 year ago.

Turn off that new computer.

Press F11 at the start and choose , "System Recovery" and then choose "Reset your computer" to restore it to factory settings.

Customer: replied 1 year ago.
There is not an f11
Expert:  Sandy replied 1 year ago.

F11 key is located on the top line of HP laptop. like F1, F2.....F11

Customer: replied 1 year ago.
On this laptop there is no F11, only on this old one, no help
Expert:  Sandy replied 1 year ago.

I'm sorry, I'm out of idea.s I'm opting out and leaving it for other experts. Other expert will reply back to you soon. Thank you.

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