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IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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We have windows 8 on our computers at a small business. Our

Customer Question

We have windows 8 on our computers at a small business. Our office manager set everything up about 15 months ago. She has since left. So now we can't download anything, because we don't know the password. How can we resolve this problem?
Submitted: 1 year ago.
Category: Computer
Expert:  IT Miro replied 1 year ago.

Hello! I am IT Miro and I will assist you on this question.

Are you asked to type Windows user account password ***** password ***** something else?
Customer: replied 1 year ago.
I think it's looking for windows password.
Expert:  IT Miro replied 1 year ago.
Please describe how the password ***** looks like.
Customer: replied 1 year ago.
The top of box says: User Account Control. Then it asks: do you want to allow x to download to your computer (or something like that). Then, type administrator password ***** click yes.
Expert:  IT Miro replied 1 year ago.
Thanks for the information!
That is a Windows user account password *****
Do you see a list of available user accounts to choose from, or it only offers "Administrator"?
Customer: replied 1 year ago.
It only shows the administrator.
Expert:  IT Miro replied 1 year ago.
It looks like only the "Administrator" account has administrative privileges, while other accounts are standard (limited) accounts.
I guess contacting the person who set the password ***** ***** an option, right?
Customer: replied 1 year ago.
We contacted her, but she doesn't remember either. (Tried the couple of things she thought it was & they didn't work.)
Expert:  IT Miro replied 1 year ago.
OK.
If you have tried every password ***** could think of, and it hasn't worked, there is a way of resetting the Administrator password, but it will require you to create a password ***** disc first.
I can provide the instructions on how to do that.
Customer: replied 1 year ago.
OK, please provide instructions.
Expert:  IT Miro replied 1 year ago.
Here are the instructions on how to create a password ***** disc. The instructions may seem a bit complicated, but just follow the steps carefully. In case you encounter problems, let me know so that I can help you further.
1. What you need is a special program called PC Login Now. It is completely free and you can download it on THIS LINK
That will download a file named PCLoginNow_Full.iso. You should be able to find it in the Downloads folder.
2. When the file has been downloaded, you will need to burn it onto a blank CD which will create a password ***** CD, which you then need to insert to the computer with password ***** and use it to reset the password.
Since this is an ISO file (disk image), you can use a program named Free ISO Burner which you can download on THIS LINK
3. Start Free ISO Burner and insert a blank CD. Click Open and locate the file you downloaded (PCLoginNow_Full.iso) and then click Burn. Wait for several minutes for the burn process to finish.
4. After you have burned the disc, eject it and insert it to the computer where you need to reset the password.
5. After you have inserted it, just restart the computer and then the computer should automatically load PC Login Now from the disk. If it doesn't, but only loads Windows as before, then you will need to access the BIOS settings and change the boot order there so that the computer can boot from the CD/DVD drive. In case you don't know how to do that, let me know.
6. When the computer loads PC Login Now from the CD, you will see this screen:
graphic
PICTURE
7. There type 1 and press Enter. After that, wait until it loads PC Login Now files
8. When the program is ready, you will see this screen:
graphic
PICTURE
9. On that screen, choose your current Windows installation and follow the instructions you see. You will be able to make changes to any user account, including resetting its password. So, to reset the password, click on the desired user account and check the password ***** ***** check-box, and click Next.
That should do it!
10. When you are done, eject the disc, restart the computer and it will boot to Windows. If the password ***** was successful, your user account won't have password ***** time. You can set a new password ***** login if you want. Just make sure to remember it this time.
In case you run into any problems, I am here to help you further.
Regards,
IT Miro
Customer: replied 1 year ago.
Ok course we don't have any blank CDs here. So will need to try this tomorrow. If I need further help, how do I contact you again?
Expert:  IT Miro replied 1 year ago.
You can go back to this page any time. You can also click on a link in e-mail you received from JustAnswer. That will bring you back here.
Customer: replied 1 year ago.
OK, thanks.
Expert:  IT Miro replied 1 year ago.
You're welcome! :)
Customer: replied 1 year ago.
Still need help. I burned the disk and restarted the computer. But guess it just loaded windows. You said if this happened I need to access the BIOS settings and change the boot order. I don't know how to do this, so seeking your help again. Thanks.
Customer: replied 1 year ago.
Are you there?
Expert:  IT Miro replied 1 year ago.
I am here.
Let me know the make and model of your computer.
Customer: replied 1 year ago.
It's a Lenovo, all-in-one. Where do I find the make & model?
Expert:  IT Miro replied 1 year ago.
Check the back/bottom side of the computer.
Customer: replied 1 year ago.
Machine type 10100, Product family C540.Bunch of other numbers. What do you need?
Expert:  IT Miro replied 1 year ago.
Thanks!
Please restart the computer and then immediately keep pressing the F1 key. It should bring you to the BIOS (Setup Utility) with several tabs.
Let me know once you are there.
Expert:  IT Miro replied 1 year ago.
Are you using another computer to communicate with me or the one where the password ***** to be reset?
Customer: replied 1 year ago.
No, I'm using the one that needs to be reset. So I restarted and got a new screen when I pressed F1, but then of course I couldn't get back to you. Exited that and signed on to get to you again. (Hey, if we were on the phone...could you have access to my computer and do it yourself?)Can we work it here, or do I need to see if I can use another computer too?
Expert:  IT Miro replied 1 year ago.
I am not able to remotely connect while the computer is in the BIOS since remote connection only works in Windows.
Here is what to do:
Restart the computer and press the F1 key again. Once you get into the BIOS (Setup Utility), use the keyboard arrow keys to go to the Boot tab.
There you will see the boot order. You need to set CD/DVD drive (or similar name) to be at the top of the boot order. Usually, it can be done by pressing the + and - keys, but you will see which keys you need to press to change the boot order.
So, once you have set CD/DVD drive (or similar name) at the top of the boot order, press the F10 key to save the changes and exit the BIOS (Setup Utility). Confirm by pressing Y if asked.
The computer will restart and it should automatically load PC Login Now instead of Windows.
Customer: replied 1 year ago.
OK, I'll give it a try.
Expert:  IT Miro replied 1 year ago.
OK.
Customer: replied 1 year ago.
Hi Miro. I'm on a different computer now. The F1 screen doesn't have a Boot tab. There is a startup tab, and that mentions boot--but I don't see anywhere that it lists any kind of order. The options on this screen are CSM (disabled) and Quick Boot (enabled).Is there something here that will help, or maybe on a different tab (MAIN, DEVICES, ADVANCED, POWER, SECURITY, STARTUP, EXIT)?
Expert:  IT Miro replied 1 year ago.
OK, hold on. Let me try to find the right tab.
Customer: replied 1 year ago.
Under the Security tab, one line says Set Administrator Password. Is this what we want to change or is Windows different?
Expert:  IT Miro replied 1 year ago.
Please go to the STARTUP tab and let me know what you see there.
Customer: replied 1 year ago.
OK I'm there
Expert:  IT Miro replied 1 year ago.
Does it contain a list, or mention something about "boot"?
Customer: replied 1 year ago.
First line says Primary Boot Sequence. I didn't realize this had more to it when I wrote earlier. But if I press Enter, then it brings up a list. I tried changing it a couple of times, but not getting anywhere. So the order now is: Usb CDROM, CDROM 1, Usb FDD, Usb KEY, HDD 1, Network 1, Usb HDD. I've figured out how to change their order. (Originally the CDROM was 3rd, and the Usb CDROM was at the bottom, I think) What should I try?
Expert:  IT Miro replied 1 year ago.
Set CDROM 1 at the top, then USB CDROM below it, then HDD 1, and the rest leave as it is.
After that, go to the EXIT tab and select "Save changes and exit".
The computer will then restart and the PC Login Now should then load.
Customer: replied 1 year ago.
OK, I put those in order, saved it and the computer restarted. It sounded like it was reading the CD. But when it came up, it was at my usual sign-in screen.On the original steps you gave me yesterday, # ***** & 8 say picture, but it didn't show me any. But I don't seem to be there yet.What should we try now?
Expert:  IT Miro replied 1 year ago.
Hmm.
Please restart the computer and then keep pressing the F12 key.
That should display the boot menu selection. Select CDROM1 (or something similar) and check if it will start loading the CD.
Customer: replied 1 year ago.
OK F12 brings up Startup Device Menu. But the only choices are HDD 1: Windows Boot Manager or Enter Startup.
Customer: replied 1 year ago.
The second choice is Enter Setup
Expert:  IT Miro replied 1 year ago.
Select "Windows Boot Manager". Let me know what happens.
Customer: replied 1 year ago.
Nothing new. It sounds like the CD is going, but it gives me my usual sign-on screen.
Expert:  IT Miro replied 1 year ago.
Do you happen to have a Windows disc to check if it will load?
Customer: replied 1 year ago.
No disc. Windows came on the computer.
Expert:  IT Miro replied 1 year ago.
Strange.
I am not sure if there is something wrong with the PC Login Now disc you created or the computer is just refusing to boot from other external devices.
Please insert the PC Login Now to another computer and check if it will load there. First try with the F12 key, but if it will not work, press the F1 or F2 key to enter the BIOS setup and change the Boot order there.
Customer: replied 1 year ago.
OK, I'll try on the other computer. Ok course, it's a different make. Will see how far I get.It's past my time, so may contact you again on Monday. Thanks.
Expert:  IT Miro replied 1 year ago.
Sure, no problem.
Regards,
IT Miro
Customer: replied 1 year ago.
Hi Miro,I burned another CD, but no change. I still can't get in and change administrator.Any further ideas?blt
Expert:  IT Miro replied 1 year ago.

Hello!

Were you able to boot from the PC Login Now disc?

Customer: replied 1 year ago.
No. It still sounds like it is being read, but nothing has changed. It opens into Microsoft.
Expert:  IT Miro replied 1 year ago.

The PC Login Now disc probably works, but what doesn't work is booting from another source, other than the hard disk where Windows is installed.

There may be another way of solving the password ***** Hold on while I test it on my computer first.

Expert:  IT Miro replied 1 year ago.

The password ***** also be reset using a Windows 8 / 8.1 disc. You previously mentioned that Windows came pre-installed, so you don't have such a disc.

Is there a way to ask someone to borrow you a Windows 8 / 8.1 disc so that you can check if it will boot from it?

Customer: replied 1 year ago.
Not sure. I'll check around and see if anyone has a Windows 8 disc. Thanks.
Expert:  IT Miro replied 1 year ago.

OK. If you find one, insert it and let me know if it booted from the disc.

Expert:  IT Miro replied 1 year ago.

Hello again!

Have you found a Windows 8 disc yet?

Customer: replied 1 year ago.
No. Seems like most people just download it online.
Expert:  IT Miro replied 1 year ago.

Hello again!

It is possible to download the Windows 8 / 8.1 installation files on-line and create a fully functional Windows disc easily. All you need is a working computer with Internet connection and ability to burn DVD - you need one blank DVD.

So, please go to this link:

http://windows.microsoft.com/en-us/windows-8/create-reset-refresh-media

There click the Create Media button. It will download the file that is used for creating a Windows 8.1 disc. Run the downloaded file and choose the edition of Windows 8.1 disc to create, and then select the ISO option. It will then start download a file that is several GBs in size, so it will take some time.

When done, you need to burn that ISO file onto a blank DVD. For that, you can use a free program named Free ISO Burner that you can download on this link:

http://tinyurl.com/no2zumy

Install and start Free ISO Burner and insert a blank DVD. Click Open and locate the downloaded ISO file, and then click Burn. Wait for several minutes while the disc is being burned.

When done, insert the disc into the computer where you need to reset the password ***** you should see a message that says "Press any key to boot from CD or DVD..."

Let me know if you see that message.

Customer: replied 1 year ago.
OK, I'll need to do that tomorrow (since no blank DVDs in the office now). Thanks.
Expert:  IT Miro replied 1 year ago.

No problem.

Expert:  IT Miro replied 1 year ago.

Hello again!

Let me know if you burned the Windows DVD yet. If so, did it work?

Customer: replied 1 year ago.
Hi,Forgot to bring in blank DVD one day. Then I tried to download Windows, and I couldn't because I needed to be administrator on my computer. I haven't had a chance to try again on my boss' computer. Sorry for the delay.Beth
Expert:  IT Miro replied 1 year ago.

OK, no problem. When you create a Windows 8.1 disc, let me know.

Customer: replied 1 year ago.
I think I'm doing what is directed. I downloaded Windows and then burned the ISO on a DVD. Inserted DVD to the computer that needs the change and message I got was: Tap to choose what happens next. So I did, & the choices were:
1. Install or run from your media (Run setup.exe)
2. Other choices:
a. Open folder to view files
b. Take no action
So I tried #1 and of course it said I needed to be the administrator to let it change the computer.Am I stuck or is there something else to try?Thanks.
Expert:  IT Miro replied 1 year ago.

Hello!

If you created a Windows 8.1 disc, then you need to start it by booting from it - the same way I described for the PC Login Now disc. So, insert the Windows 8.1 disc and restart the computer. You should then see the "Press any key to boot from CD or DVD" message. Press any key to load the disc.

In case you do not see that message, but Windows boots as always, then you need to set booting from the CD/DVD drive in the BIOS. Hopefully, this Windows 8.1 disc will successfully start since PC Login Now didn't.

Let me know if it started and I will provide further instructions.

Customer: replied 1 year ago.
Hi Miro,Nothing has changed. Seems like my computer refuses to boot from the CD/DVD drive.I'm ready to give up!
Expert:  IT Miro replied 1 year ago.

Hello again!

I am sorry to see the problem is still there. It looks like the computer cannot boot from any disc. I thought it was only the case with the PC Login Now disc, so I suggested you to create a Windows 8.1 disc and try with it.

The cause of the problem is probably in the CD/DVD drive. In case you still want to deal with this problem, you can get an external CD/DVD drive and connect it using a USB cable, and then set booting from the USB CD/DVD drive.

Alternatively, you can reset the computer back to factory defaults which will remove all programs and settings, including user account password.

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