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Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 2024
Experience:  CCNA, A+, MCSE 11 years at a large law firm.
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I may have written my new password down and now I can not

Customer Question

I may have written my new password ***** and now I can not unlock my Toshiba Satelite. When I try I get an error message:
"You can't sign into your PC now. Go to the account.live.com to fix the problem, or try the last password ***** used on this PC." I entered the password ***** had been using, and I continue to get this error message. I am now having to use my old HP to access the Internet. Thus, is how I reached you. Can you help me?
Submitted: 1 year ago.
Category: Laptop
Expert:  Byron replied 1 year ago.

Hi. My name is***** you for your question and the opportunity to assist.

I can help you get back in to your computer.

Have you first gone to this Microsoft site

and reset the password ***** the email account that shows on your login screen?

Customer: replied 1 year ago.
Hi Byron,
Yes. I did this two times on the old computer and I received the "Congratulations your password ***** been successfully changed." I then go to the Toshiba (problem computer) and enter the code that was texted to me. No go each time.
Expert:  Byron replied 1 year ago.

Thanks. Is it saying anywhere on the screen that the laptop is offline?

When your password ***** ***** it is verified over the internet on Microsoft's servers.

If the laptop is not connected to the internet the login fails. (do a restart first)

then enter your new password ***** the Toshiba (not a code sent by text)

If the laptop is connected and the password ***** fails

a reset disk will need to be created to get you back in to the machine and

I can walk you through that.