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Hello, is it a Windows screen that you see the password ***** at?
OK great. Have you tried entering a blank password? Also, what is the user name? Is there any other information or drag down screens on the login page?
OK does it mention a local user? What type of laptop is it? Make and model?
OK what we will try to do is a system restore. As a company owned this laptop previously, there is no guarantee that the restore partition is still available, but we can still try. Restart your computer. As soon as it restarts, tap the F8 key every other second. Then, let me know if a boot prompt comes up.
OK great. Now you should see system repair. Yes push enter on that.
You will be looking for Dell Factory Tools, and then Dell Factory Image Restore.
You can try repair your computer but it may attempt to ask for a password. If it does try entering a blank password (just pushing enter)
OK press enter a few times and see if it gives you any other options. Yes that is our goal at this point.
Restart and push F8, and see if you are able to find the above mentioned Dell Factory Tools, then Image Restore. This will wipe the computer, if the recovery partition is still intact. Sometimes companies wipe them.
The Windows login screen?
Did you restart and tap F8? When you say it goes back, what happened in between it restarting, and it going to the login prompt?
Ahh OK, you want to start tapping F8 as soon as the computer turns on.
What other options are there?
OK understood. When you turn on your computer, do you see it mention boot options, with an associated F key? It is usually on the bottom of the screen. What I read said F8, but I will check for another one.
OK I see it also mention F11. Let me know what it says after F12.
No repair options?
If not, restart and try F11.
Ah OK. Try diagnostics.
It doesn't hurt but that is not the area we are wanting. I am trying to find how to restore without the password.
Do you have another Windows 7 computer? Also, can you try to log in to the BIOS? I am hoping the BIOS isn't locked.
It may be F2. What computer are you using right now? What OS is it? The issue may be your previous boot options were NIC, and hard drive. If we were to attempt to repair, we would need to boot it from a CD/DVD, so we need to check your BIOS and see if we can set it to boot that way.
OK you are in the BIOS? Do you see anything about boot options there?
OK try the unlock and hopefully you will not get a password *****
OK let me look into how difficult that password ***** We are looking at two things. To start, it seems it will not allow you to use the restore without an administrator password. Second, we are unable to boot off a DVD because the BIOS is locked and not allowing it. We will have to overcome one of these situations. I will look more into it, but I am not sure if you can do what is needed with an iPad unless you have a burner for it?
OK do you know if that has a burner? What is the service tag on the computer we are working on?
It should have a Dell service tag number. It will be a sticker usually on the bottom of the computer. Sometimes you can also see it from within the BIOS.
OK try to unlock with the following passwords --
I'm looking into if we can reset it with a standard CMOS reset.
Ya it doesn't seem like you are able to do it like that anymore. Unfortunately it used to be too simple to steal a laptop so the vendors made it harder to crack a BIOS password. I am going to opt out and this and see if any other technicians have any ideas which may work. It seems we are stuck on multiple levels but perhaps someone will have an idea. At this point the only thing I can see is installing the hard drive into another laptop, and then installing/cracking Windows on it from there, because the BIOS is locked down and we are unable to edit it. But maybe someone will have a simpler solution. Will open up to others now, good luck and if I think of anything else I will contact you!
Hello! My name is*****
I have reviewed the conversation history.
To solve the problem with the Windows user account problem, you can use a special bootable disc that is able to reset the current user account password, or you can use a Windows installation disc to re-install Windows, which will erase the current user account.
To do that, you need to insert a disc and boot from it by pressing the F11 key on the keyboard while the laptop is powering on. You should be able to do that without typing any password.
In case you have a Windows installation disc, please insert it and press the F11 key. Select "Internal CD/DVD drive" or similar name in the list of available options and press Enter. It should then load the disc and bring up the Windows Setup.
Let me know if it worked, so I can provide the further instructions for you.
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