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Ask Charles A. Roberts Your Own Question

Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 598
Experience:  Laptop repair specialist
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I am having trouble logging in on my Asus laptop. It will

Customer Question

I am having trouble logging in on my Asus laptop. It will not go past the login screen
Submitted: 1 month ago.
Category: Laptop
Expert:  Randy Computer Tech replied 1 month ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

Does an email address appear on the lock screen of your Asus?

You can reply to me here by typing in the box below please.

Customer: replied 1 month ago.
No
Expert:  Randy Computer Tech replied 1 month ago.

okay, what happens when you try to log in?

Customer: replied 1 month ago.
Nothing happens.
Expert:  Randy Computer Tech replied 1 month ago.

Try these steps please.

Remove the power cable,
Then while the power is disconnected, press and hold the power button for 60 seconds.
Then reconnect the power cable , then press the power button to power on normally.

Let me know if this works please...

Customer: replied 1 month ago.
I tried what you suggested and it didn't help.
Customer: replied 1 month ago.
Are you still there?
Expert:  Isaac Franklin replied 1 month ago.

Hi, my name is ***** ***** i will be assisting you further as your other expert opted out of the question.

To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.

What is the exact model of the asus?

How long has this been happening? And do you remember if there were any updates, upgrades etc before it happened?

Is the login screen frozen? (can you type your password)

Customer: replied 1 month ago.
I can type my password ***** nothing happens. I read on the Windows community tha a reset of the computer fixes the issue so I am trying that now.
Expert:  Isaac Franklin replied 1 month ago.

Yes, at times you can system restore. Did you still need help with this issue or support?

Customer: replied 1 month ago.
I guess not for now. I need to see if the reset fixes the issue.
Expert:  Isaac Franklin replied 1 month ago.

Okay. Let me know if you run into trouble and i will help. Until then, good luck!

Customer: replied 1 month ago.
Thanks.
Expert:  Viet - Laptop Tech replied 1 month ago.

Hi,

I'm sorry about the issue. Does your computer have Windows 7 or 8 or 10, etc.?

Were you able to do a reset?

Do you need help with reinstalling any program and/or re-setting up anything on your computer?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
I did a reset which appears to have resolved the problem.
Expert:  Viet - Laptop Tech replied 1 month ago.

Great. After resetting, did you lose some programs, such as Office / Word program, etc.?

Do you need help getting back some programs and/or do you need help with re-setting up anything on your computer?

Please let me know. Thank you,