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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 538
Experience:  Computer Software Support specialist for more that 10 years
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Computer sitting idle ove year. Forgot passwordd, cantbget

Customer Question

Computer sitting idle ove year. Forgot passwordd, cantbget it online. How can I get to info or reload all software
Submitted: 13 days ago.
Category: Software
Expert:  Bhavik Joshi replied 13 days ago.

Hi, I'm Bhavik. Welcome to JustAnswer. I'm reviewing your question now, and will reply back ASAP.

Expert:  Bhavik Joshi replied 13 days ago.

Okay ,So you need to get into your outlook.com ? If so , Please let me know your email id .

Customer: replied 13 days ago.
Would prefer to reload computer as if just out of the box.
Email:***@******.***
Expert:  Bhavik Joshi replied 13 days ago.

I am bit confused. The problem is with computer or email ? If it is with computer is it asking you for the password ***** your AOL account ?

Customer: replied 13 days ago.
No email problem cannot even get computer online to add new wifi address
Customer: replied 13 days ago.
When power on goes to start up screen asking for password.
Can I just reload everything as it was.
Expert:  Bhavik Joshi replied 13 days ago.

Okay. Can you take photo of it and upload it here so that I can see which screen you are seeing and what all options are available for us.

Customer: replied 13 days ago.
Screen has
My name***@******.***
Then awaits password
Expert:  Bhavik Joshi replied 13 days ago.

Okay, Got it. We should try to reset the password ***** it.

Customer: replied 13 days ago.
I have tried, comes bac
Your PC is offline. Please sign in with the ladt password ***** on this PCI tried taking and srnding pictur3 did not work
Customer: replied 13 days ago.
Tried different passwords, no luck. Comes back with message:
Your PC is offline. Please sign in with
the last password ***** on this PC.NO LUCK tried sending you picture didn't work
Expert:  Bhavik Joshi replied 13 days ago.

Please let me know the last 4 digits of your mobile number which ends with 65 ?

Expert:  Bhavik Joshi replied 13 days ago.

Or else simply check your :***@******.*** email. I have sent a code over there . Please let me know the code which you received in the email .

Customer: replied 13 days ago.
Phone ending in 65 is my old land line phoe, no longer have. Have mobile phone now.
Expert:  Bhavik Joshi replied 13 days ago.

ok,Did you check your AOL email ?

Customer: replied 13 days ago.
Have not recieved email
Expert:  Bhavik Joshi replied 13 days ago.

Do you have any other AOL email which starts with JU ?

Customer: replied 13 days ago.
No other account wirh aol
Expert:  Bhavik Joshi replied 13 days ago.

*****@******.*** is this is correct email address ?

Customer: replied 13 days ago.
sit
Expert:  Bhavik Joshi replied 13 days ago.

Then you should receive reset link over your AOL account.

Expert:  Bhavik Joshi replied 13 days ago.

https://account.live.com/password/reset

use this link to reset the password.

Customer: replied 13 days ago.
Will have to try in a bit looks like i am not recieving emails gonna have my sister send me one.
Expert:  Bhavik Joshi replied 13 days ago.

ok

Expert:  Bhavik Joshi replied 13 days ago.

Any luck on this ?

Customer: replied 13 days ago.
Not yet waiting for code from link you sent
Expert:  Bhavik Joshi replied 13 days ago.

Okay. Are you using AOL on your mobile phone ? Please try to open it in web browser .

Expert:  Bhavik Joshi replied 13 days ago.

I mean try AOL webmail.

Customer: replied 12 days ago.
Aol working on my mobile phone
Expert:  Bhavik Joshi replied 12 days ago.

Did you get password ***** link in it ?

Customer: replied 12 days ago.
No but there was a lot from you all might have missed it
Expert:  Bhavik Joshi replied 11 days ago.

Okay, Let me send you the reset link again .

Customer: replied 11 days ago.
Ok
Expert:  Bhavik Joshi replied 11 days ago.

I have sent you a link around 15 mins ago.