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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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My ASUS Model X540L says it's offline and my password is not

Customer Question

My ASUS Model X540L says it's offline and my password ***** ***** working
JA: Just to clarify, what's the exact model of your Asus? And what operating system are you running?
Customer: Model X540L Notebook Windows
JA: Have you installed any updates recently? What troubleshooting have you tried?
Customer: I cannot do anything other than shut if off. It asks for two ways to log on, either by name or login - something that has never happened before. Neither work
JA: Anything else you want the computer expert to know before I connect you?
Customer: Message at the bottom says I'm working offline
Submitted: 1 month ago.
Category: Laptop
Expert:  Kevin T replied 1 month ago.

How's it going.
Let me read of your question. Give me a minute.

Expert:  Kevin T replied 1 month ago.

Is it connected to the internet? Can you show me what the login screen looks like? Maybe a picture If possible.

Customer: replied 1 month ago.
It's not currently connected to the internet
Customer: replied 1 month ago.
See attachment. Note: I cannot choose to use secure remote assistance if I cannot access the computer.
Customer: replied 1 month ago.
HELLO?
Customer: replied 1 month ago.
is there anyone that can assist me? if not, I want a refund!!!!
Expert:  Kevin T replied 1 month ago.

Ok, sorry I was away. I am now back.

Do you have a back-up of your files?

Customer: replied 1 month ago.
no
Expert:  Kevin T replied 1 month ago.

We can remove the password ***** a password ***** disk. Do you have another computer we can burn the disk too?

The quickest way is reset your machine. We can do this now but any files you have will be taken back to factory settings.

Let me know what route you wish to take.

Customer: replied 1 month ago.
There's no way to access this laptop without resetting it to factory settings? Any ideas on how this happened?
Customer: replied 1 month ago.
How did the password ***** reset in the first place? I used it last night and no one touched it until I went back to it this morning.
Customer: replied 1 month ago.
I'm not looking for the fastest resolution; I need the files!
Expert:  Kevin T replied 1 month ago.

Well we can reset the password ***** a password ***** disk. We need to burn it to a pen drive or cd and boot up on the laptop and remove the password.

It will take time but could be possible If you have another PC.

Does the 'reset' password ***** on your laptop not let you reset it?

Customer: replied 1 month ago.
Not sure how to do that? I can't get the laptop to do anything since the password ***** been reset and is no longer correct. Is that something you can walk me through?
Expert:  Kevin T replied 1 month ago.

Do you know the BIOS password?

Customer: replied 1 month ago.
How is that possible since I can't get connected?
Customer: replied 1 month ago.
I was finally able to get a remote signal. Just leery about how it will work without access to the computer. I'm familiar with remote access and usually you have to logon to a website or link
Customer: replied 1 month ago.
I have to step away from my desk for an hour; will check back in
Expert:  Kevin T replied 1 month ago.

You are correct. No point in doing this at this point.