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Forgot log on password on windows 10 cannot reboot until I

Customer Question
forgot log on password *****...
forgot log on password ***** windows 10 cannot reboot until I sign on HELP!
Submitted: 2 years ago.Category: Computer
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Answered in 5 minutes by:
9/22/2015
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Kamil Anwar
Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,888
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

What is your username for the Windows 10? Is it an e-mail address?

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Customer reply replied 2 years ago
this email address
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

Are you able to access the email address on any other device?

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Customer reply replied 2 years ago
send all email info to***@******.*** it is more convenient for me
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

I will try to reset the password. An email has been sent to this address, please open it and tell me the numerical code in there.

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Customer reply replied 2 years ago
Sorry for the delay***@******.*** is accesed on another computer***@******.*** is more convenient
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

can you now try to login using password justanswer23

and let me know the result.

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Customer reply replied 2 years ago
password ***** *****"
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

Did you give me the email address (which is for the computer) where you cannot login? Is the email being shown there***@******.*** ?

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Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

The password ***** *****

can you try again?

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Customer reply replied 2 years ago
The password ***** ***** Try again"I am at the initial log on screen with the Lighted window
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

Do you see any email address on the initial login screen? If so; please re-type the one you see on the login screen here.

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Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

Something else seems wrong; cause i resetted the password ***** We will need to reset the Pc so you can set it up all again; but that will erase all previous data.

Would you like to do that?

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Customer reply replied 2 years ago
explain data does it include games, and MS Word data?
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

It includes every thing; the PC will return to it's factory settings. Just like a brand new computer

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Customer reply replied 2 years ago
We have much banking data. Why does factory reset have to eliminate Excel and Word Data
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

That is what factory reset is meant to do and that is how it is designed to function. You can try one more time using the on screen keyboard; which you can access by clicking the icon shown on screen that looks like a clock and then choosing on screen keyboard; then choose the password ***** and type justanswer23 as password ***** then see.

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Customer reply replied 2 years ago
The password ***** gave me does not work.
This all started by trying to reboot the system because of an arrow were having of a flashing black screen every 30 seconds after we upgraded to Windows 10.
the password ***** gave me does not work. New line this all started buy trying reboot the system the course whenever we were having of a flashing black screen every 30 seconds after we upgraded to windows 10.
Customer reply replied 2 years ago
The PC in question does not have internet access. It is not connecting to the internet.
Customer reply replied 2 years ago
I cannot log on to the PC.
Customer reply replied 2 years ago
I am using a cell phone you to contact you
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago

Since this does not seems to be a password *****; i will opt out and open the question to other experts.

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Customer reply replied 2 years ago
Thank you. I appreciated all of your help.
Customer reply replied 2 years ago
I was just informed that they were trying to restart the PC in safemode
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago
Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 2,677
Experience: Systems Administrator
Verified

Hello. My name is ***** ***** I will be assisting you today.

It appears since there is no Internet connection on this PC, it can't get out to the Internet to realize the password ***** changed. We need to reset the local Administrator password ***** we can get logged into the PC. We can then look into your email address login issue. To accomplish this, we would need a blank CD and access to a working PC to burn software onto that blank CD.

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Customer reply replied 2 years ago
Thank you for your reply.
I did not call about a email password *****
I called because I could not sign in initially to the computer.
I have another HP computer which I use my fingerprint to sign and initial. The computer I'm dealing with now does not have that it has the manual will you have to enter a password.
The initial ever was because you were having a black screen flashing and back of the primary screen. Uline
Customer reply replied 2 years ago
Correction
We were having a black screen flashing in the background.
Someone was trying to restart the computer in safe mode on the computer came up it asks for password ***** it would not take the password ***** the user has been using Sims we upgraded to Windows 10
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Can you take a picture of the screen you're seeing when it ask for a password? I'd like to determine at what point pre/post boot it's prompting for password.

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Customer reply replied 2 years ago
My Android cell has a problem sending MMS.
The screen is Windows 10.
Stylized window with light rays emanating through 4 panes a circle where a picture of the user can be placed. Under the picture circle is user ID - email address-the request for password ***** under the ID.
Customer reply replied 2 years ago
Hope that is some help
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Yes, it's on the normal login screen.. however it's in safe mode.

If the user ID is the email address you just reset the password ***** we can try shutting it off manually and turning it back on. This should take it out of safe mode and boot normally. Then try logging in with the new password. If this doesn't work, we will need to burn a CD to get the local admin password ***** so we can get logged in.

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Customer reply replied 2 years ago
Burn CD - Don't have CDs. My lap top only have USB ports.
Could we use a USB Drive
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Yes we can use a USB drive, we will need to install a program to make it bootable.

Do you have access to another PC we can do this on?

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Customer reply replied 2 years ago
Hello Cody McCall
Don't have a Free USB Must pick one up tomorrow.
Customer reply replied 2 years ago
Most of tomorrow I'll be busy I don't think I'll be able to get online for this purpose until after 1 p.m. tomorrow If you are available then I would like to continue this conversation with youMost of tomorrow be busy Think I'll be able to get online for this purpose to have a 1 p_m tomorrow If you're available then I would like to continue this conversation with you.
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

I should be available tomorrow afternoon, will speak to you then.

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Customer reply replied 2 years ago
Good evening Cody McCall .
Sorry I did not get back to you sooner. Are you available now?
Customer reply replied 2 years ago
Regret that we did not chat . Looking forward to tomorrow. Have a good night.
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

I'm here now if you still are.

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Customer reply replied 2 years ago
Hello Mr McCall
Are you available?
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Yes

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Customer reply replied 2 years ago
Had to leave
I have a USB Drive. Awaiting your instructions on how to reboot PC
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

We need to plug the usb drive in a working PC.
Download isotousb here http://www.softsea.com/download.php?id=834266351

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Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Then download the password ***** software here: https://www.dropbox.com/s/7qmxt2p15khrjae/Password%20Crack.iso?dl=0

Use the isotousb program to burn the above iso, make sure you check the box that says bootable.

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Customer reply replied 2 years ago
Thanks, ***** ***** downloading the ISO to USB will call you when it's completed.
Customer reply replied 2 years ago
Having difficulty downloading the ISO file it seems that my system Windows 10 is advising me that the file is corrupt. I'm trying to download this file for the 4th time it is downloading slowly. I'll keep you informed
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

It's only a 2mb file, should not take long at all. How about using this link, I zipped it. https://www.dropbox.com/s/hv9e65xswplpf1f/Password%20Crack.zip?dl=0

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Customer reply replied 2 years ago
Finally completed the download. It downloaded to the folder called download on my PC I then moved ISO file to my usb.
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Did you use the iso to usb program? You can't just move it to the usb drive.

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Customer reply replied 2 years ago
Sorry Cody l'm called away. Will return in 1/2 hr. Thanks
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Ok

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Customer reply replied 2 years ago
Hello Cody I am back I have used the ISO program to burn the "crack" program onto a USB the "crack" program has two files. License and PWD_CHNG
Customer reply replied 2 years ago
Longest half hour that you have ever experienced or I for that matter fact sorry about that
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Ok, plug that into the PC and restart it. Should boot from flash drive. If not restart PC and press F12 repeatedly and then choose to boot from usb.

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Customer reply replied 2 years ago
Restarted twice did not boot from USB
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

press F12 on startup, what's the brand of this PC?

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Customer reply replied 2 years ago
HP Pavillion Running Windows 10
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

pressing F12 on startup doesn't do anything? Try F10.... then F11

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Customer reply replied 2 years ago
F11 Works
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

sweet, following the prompts and reset the admin password.

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Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

I will be back in 20 minutes if you need help.

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Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

back if you need me

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Customer reply replied 2 years ago
Welcome
I could not find a way to access the admin password
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

You were able to get booted from the flash drive tho? I can probably get some screenshots for you to go through

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Customer reply replied 2 years ago
Very Helpful
Customer reply replied 2 years ago
Did Boot could not find a way in to command file option. Not very familiar with the command prompt, since the WEB overlaid DOS
Customer reply replied 2 years ago
If you are off at 10 PM EST I can pickup tomorrow
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

See attached file.

Take the 1 or enter on everyone to clear local admin password. Once your done ESC to exit out of it and restart. Then on windows login screen login as user id = .\administrator with a blank password.

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Customer reply replied 2 years ago
I want to be sure I understand. I have received an amount of screen shots. are you asking me to try(Copy) each screen shot until one works using the command prompt?
Customer reply replied 2 years ago
What does "Take the 1" mean
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

You should not be in a command prompt, if it booted from the flash drive you should see the first screenshot on your monitor.

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Customer reply replied 2 years ago
Hey I just realized something. I can boot using F11 without the disk we made
I took the disk out pressed F11 and I now have "CHOOSE an option" Continue - Troubleshoot - or Turn off your PC. What Gives?
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

If those are the F11 options we don't want that.

We want the option to come up asking boot from: HardDrive / DVD / USB...etc.

You could also try F1 to get into the BIOS. Then look for startup or boot order, then make USB listed as number 1 option.

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Customer reply replied 2 years ago
pressing F1 on gives the system information
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

What's the brand/model of this again?

F1 is usually universal for bios

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Customer reply replied 2 years ago
HP Pavilion TS 15 Notebook PC
Customer reply replied 2 years ago
Processor AMD A6-5200
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

F9 boot menu

F10 BIOS

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Customer reply replied 2 years ago
Mr. McCall
I have to finish this tomorrow. Please forgive my departure.
Thank you so much. Until tomorrow. Have a good night
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

alright, have a good night.

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Customer reply replied 2 years ago
Hello Mr. Cody McCall
I'm here, Email when you are ready
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

I"m here

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Customer reply replied 2 years ago
OK What's next
Customer reply replied 2 years ago
What is my next step?
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Try F9 to get to the boot menu and see if there is an option to boot from USB

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Customer reply replied 2 years ago
Boot Option menu
OS Boot Manager
Boot from EFI File
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Can you do F10 to get into BIOS, then look for boot order or startup.

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Customer reply replied 2 years ago
Boot Options
CD ROM BootUEFI Boot OrderLegacy Boot Order
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Make sure Legacy is selected.

Are you able to add USB to the list, can you take a picture of the screen with your phone?

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Customer reply replied 2 years ago
Legacy Boot is Grayed out
Cannot select Legacy...
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Are you able to take pictures of the screen?

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Customer reply replied 2 years ago
Just sent a pix
Customer reply replied 2 years ago
Attached to your emal
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

I don't see anything attached here

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Customer reply replied 2 years ago
Sorry, There is a No Reply on your email
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Can you attach it here?

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Customer reply replied 2 years ago
Will Try
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Can you get a remote session on working PC to make sure the flash drive is configured correctly?

Boot order looks correct.

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Customer reply replied 2 years ago
This is not my PC. Owner does not want remote activated
I would like to respect that
Is there another way to verify correct configuration
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Without seeing it, only other way would be testing it on another PC to see if it boots.

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Customer reply replied 2 years ago
can I test it on the PC I am on?
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Yes

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Customer reply replied 2 years ago
what do I do?
Customer reply replied 2 years ago
What do I look for?
Customer reply replied 2 years ago
I will reboot this pc
Customer reply replied 2 years ago
talk to you in 5
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Restart and see if it boots from usb

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Customer reply replied 2 years ago
It does not
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

so we need to be able to remote into a PC to make sure the flash drive is setup correctly

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Customer reply replied 2 years ago
What is meant by setup correctly? can you detail what I can look for?
Customer reply replied 2 years ago
I cannot persuade the owner to capitulate
Customer reply replied 2 years ago
Can I erase the USB and try burning it again?
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

you could try that, make sure boot option is checked.

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Customer reply replied 2 years ago
Thanks I'll update you
Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Ok

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Tech Support Specialist: Cody, Senior Systems Administrator replied 2 years ago

Checking in, do you still need help with this issue?

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Cody
Cody
Cody, Senior Systems Administrator
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Satisfied Customers: 2,677
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