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Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 2274
Experience:  Systems Administrator
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Forgot log on password on windows 10 cannot reboot until I

Customer Question

forgot log on password ***** windows 10 cannot reboot until I sign on HELP!
Submitted: 1 year ago.
Category: Computer
Expert:  Kamil Anwar replied 1 year ago.

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

Customer: replied 1 year ago.
this email address
Expert:  Kamil Anwar replied 1 year ago.

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

Customer: replied 1 year ago.
Customer: replied 1 year ago.
send all email info to***@******.*** it is more convenient for me
Expert:  Kamil Anwar replied 1 year 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.

Customer: replied 1 year ago.
Sorry for the delay***@******.*** is accesed on another computer***@******.*** is more convenient
Expert:  Kamil Anwar replied 1 year ago.

can you now try to login using password justanswer23

and let me know the result.

Customer: replied 1 year ago.
password ***** *****"
Expert:  Kamil Anwar replied 1 year ago.

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

Customer: replied 1 year ago.
Expert:  Kamil Anwar replied 1 year ago.

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

can you try again?

Customer: replied 1 year ago.
The password ***** ***** Try again"I am at the initial log on screen with the Lighted window
Expert:  Kamil Anwar replied 1 year 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.

Customer: replied 1 year ago.
Expert:  Kamil Anwar replied 1 year 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?

Customer: replied 1 year ago.
explain data does it include games, and MS Word data?
Expert:  Kamil Anwar replied 1 year ago.

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

Customer: replied 1 year ago.
We have much banking data. Why does factory reset have to eliminate Excel and Word Data
Expert:  Kamil Anwar replied 1 year 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.

Customer: replied 1 year 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: replied 1 year ago.
The PC in question does not have internet access. It is not connecting to the internet.
Customer: replied 1 year ago.
I cannot log on to the PC.
Customer: replied 1 year ago.
I am using a cell phone you to contact you
Expert:  Kamil Anwar replied 1 year ago.

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

Customer: replied 1 year ago.
Thank you. I appreciated all of your help.
Customer: replied 1 year ago.
I was just informed that they were trying to restart the PC in safemode
Expert:  Cody replied 1 year ago.

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.

Customer: replied 1 year 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: replied 1 year 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
Expert:  Cody replied 1 year 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.

Customer: replied 1 year 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: replied 1 year ago.
Hope that is some help
Expert:  Cody replied 1 year 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.

Customer: replied 1 year ago.
Burn CD - Don't have CDs. My lap top only have USB ports.
Could we use a USB Drive
Expert:  Cody replied 1 year 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?

Customer: replied 1 year ago.
Hello Cody McCall
Don't have a Free USB Must pick one up tomorrow.
Customer: replied 1 year 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.
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Good evening Cody McCall .
Sorry I did not get back to you sooner. Are you available now?
Customer: replied 1 year ago.
Regret that we did not chat . Looking forward to tomorrow. Have a good night.
Expert:  Cody replied 1 year ago.

I'm here now if you still are.

Customer: replied 1 year ago.
Hello Mr McCall
Are you available?
Expert:  Cody replied 1 year ago.

Yes

Customer: replied 1 year ago.
Had to leave
I have a USB Drive. Awaiting your instructions on how to reboot PC
Expert:  Cody replied 1 year ago.

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

Expert:  Cody replied 1 year 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.

Customer: replied 1 year ago.
Thanks, ***** ***** downloading the ISO to USB will call you when it's completed.
Customer: replied 1 year 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
Expert:  Cody replied 1 year 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

Customer: replied 1 year ago.
Finally completed the download. It downloaded to the folder called download on my PC I then moved ISO file to my usb.
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Sorry Cody l'm called away. Will return in 1/2 hr. Thanks
Expert:  Cody replied 1 year ago.

Ok

Customer: replied 1 year 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: replied 1 year ago.
Longest half hour that you have ever experienced or I for that matter fact sorry about that
Expert:  Cody replied 1 year 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.

Customer: replied 1 year ago.
Restarted twice did not boot from USB
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
HP Pavillion Running Windows 10
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
F11 Works
Expert:  Cody replied 1 year ago.

sweet, following the prompts and reset the admin password.

Expert:  Cody replied 1 year ago.

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

Expert:  Cody replied 1 year ago.

back if you need me

Customer: replied 1 year ago.
Welcome
I could not find a way to access the admin password
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Very Helpful
Customer: replied 1 year 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: replied 1 year ago.
If you are off at 10 PM EST I can pickup tomorrow
Expert:  Cody replied 1 year 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.

Customer: replied 1 year 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: replied 1 year ago.
What does "Take the 1" mean
Expert:  Cody replied 1 year 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.

Customer: replied 1 year 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?
Expert:  Cody replied 1 year 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.

Customer: replied 1 year ago.
pressing F1 on gives the system information
Expert:  Cody replied 1 year ago.

What's the brand/model of this again?

F1 is usually universal for bios

Customer: replied 1 year ago.
HP Pavilion TS 15 Notebook PC
Customer: replied 1 year ago.
Processor AMD A6-5200
Expert:  Cody replied 1 year ago.

F9 boot menu

F10 BIOS

Customer: replied 1 year ago.
Mr. McCall
I have to finish this tomorrow. Please forgive my departure.
Thank you so much. Until tomorrow. Have a good night
Expert:  Cody replied 1 year ago.

alright, have a good night.

Customer: replied 1 year ago.
Hello Mr. Cody McCall
I'm here, Email when you are ready
Expert:  Cody replied 1 year ago.

I"m here

Customer: replied 1 year ago.
OK What's next
Customer: replied 1 year ago.
What is my next step?
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Boot Option menu
OS Boot Manager
Boot from EFI File
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Boot Options
CD ROM BootUEFI Boot OrderLegacy Boot Order
Expert:  Cody replied 1 year 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?

Customer: replied 1 year ago.
Legacy Boot is Grayed out
Cannot select Legacy...
Expert:  Cody replied 1 year ago.

Are you able to take pictures of the screen?

Customer: replied 1 year ago.
Just sent a pix
Customer: replied 1 year ago.
Attached to your emal
Expert:  Cody replied 1 year ago.

I don't see anything attached here

Customer: replied 1 year ago.
Sorry, There is a No Reply on your email
Expert:  Cody replied 1 year ago.

Can you attach it here?

Customer: replied 1 year ago.
Will Try
Customer: replied 1 year ago.
Expert:  Cody replied 1 year ago.

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

Boot order looks correct.

Customer: replied 1 year 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
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
can I test it on the PC I am on?
Expert:  Cody replied 1 year ago.

Yes

Customer: replied 1 year ago.
what do I do?
Customer: replied 1 year ago.
What do I look for?
Customer: replied 1 year ago.
I will reboot this pc
Customer: replied 1 year ago.
talk to you in 5
Expert:  Cody replied 1 year ago.

Restart and see if it boots from usb

Customer: replied 1 year ago.
It does not
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
What is meant by setup correctly? can you detail what I can look for?
Customer: replied 1 year ago.
I cannot persuade the owner to capitulate
Customer: replied 1 year ago.
Can I erase the USB and try burning it again?
Expert:  Cody replied 1 year ago.

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

Customer: replied 1 year ago.
Thanks I'll update you
Expert:  Cody replied 1 year ago.

Ok

Expert:  Cody replied 1 year ago.

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

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