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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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Password, over two years ago, i had this pc in storage and

Customer Question

hi
JA: Hi. What is your issue regarding?
Customer: password
JA: When did you last reset your username and password?
Customer: over two years ago
JA: Have you installed any updates recently?
Customer: i had this pc in storage and yes to updates
JA: Anything else you want the computer expert to know before I connect you?
Customer: i turned on it went to home page showed me my email name and asked for the password ***** hardly ever used this pc
Submitted: 11 months ago.
Category: Computer
Expert:  Byron replied 11 months ago.

Hi. My name is***** you for your question and the opportunity to assist.

I can help you with this. Can you tell me the email address that appears on your screen?

Expert:  Byron replied 11 months ago.

Do you have the computer connected to your router right now?

Customer: replied 11 months ago.
Customer: replied 11 months ago.
No
Expert:  Byron replied 11 months ago.

Thank you. There's a couple of things that need to take place to make this work.

If your login is based on an email address it needs to have an internet connection.

If this is a desktop machine can you connect it to your router via ethernet cable and restart it.

If it's wireless it will need to be connected that way.

Is***@******.*** an email address you still use or does your phone number still end in 86?

Customer: replied 11 months ago.
i am on another pc
Expert:  Byron replied 11 months ago.

Does your phone number still end in 86

or

are you able to receive email at ***@******.*** ?

Customer: replied 11 months ago.
Expert:  Byron replied 11 months ago.

Great. I'm sending an email to you containing a 7 digit password ***** code.

Please do not enter it on the computer as a password. Instead, send me the code

when you receive it.

Customer: replied 11 months ago.
Expert:  Byron replied 11 months ago.

Thank you. One moment please.

Expert:  Byron replied 11 months ago.

Can I please have the last 4 digits of your 86 phone number?

Customer: replied 11 months ago.
7086
Expert:  Byron replied 11 months ago.

Thanks. A text message was just sent containing another code.

I'll need that as well.

Customer: replied 11 months ago.
I did nor get it
Expert:  Byron replied 11 months ago.

I'll try to resend.

Customer: replied 11 months ago.
Have not got it
Expert:  Byron replied 11 months ago.

do you have another cox email address that begins with kb ?

Customer: replied 11 months ago.
Its***@******.***
Expert:  Byron replied 11 months ago.

Would it be ok to reset the PC to get you back in to it?

This would remove all personal data and allow you to start fresh?

Customer: replied 11 months ago.
I have itunes on it will it lose them
Expert:  Byron replied 11 months ago.

Anything purchased on iTunes will appear when you sign in to your account.

Other stored music would be lost.

Customer: replied 11 months ago.
Thats fine
Expert:  Byron replied 11 months ago.

Thanks. From the login screen, hold down and keep holding, the Shift key.

Click the Power icon in the lower right corner and select Restart.

Release the Shift key a few seconds after selecting Restart.

The Choose an Option page should appear.

Click Troubleshoot

Click Reset your PC

Expert:  Byron replied 11 months ago.

You'll be asked a few more questions. Let me know what those are and I can guide you.

Customer: replied 11 months ago.
Do i want to remove all files from all drives ? Or only the drive where windows is installed ?
Expert:  Byron replied 11 months ago.

Hold up. Did you just receive another code at your Cox address? I believe there was a system delay.

Customer: replied 11 months ago.
No idid not
Expert:  Byron replied 11 months ago.

OK. Select only the drive where Windows is installed.

Customer: replied 11 months ago.
Ok it saysjust remove my files and fully clean the drive
Expert:  Byron replied 11 months ago.

Just remove files.

Customer: replied 11 months ago.
Ok
Customer: replied 11 months ago.
Resetting
Expert:  Byron replied 11 months ago.

Thanks. This will take a while. When it is finished it will be like it was started up the first time.

You'll create your user account and walk through the setup steps like choosing a keyboard layout

and language. Windows will want to connect to the Internet. Is this a desktop you can connect

to your router with an ethernet cable or is this a laptop?

Customer: replied 11 months ago.
Expert:  Byron replied 11 months ago.

Yes? It's a desktop or laptop?

Customer: replied 11 months ago.
Desktop
Expert:  Byron replied 11 months ago.

Thanks. The installation will complete without an internet connection but it will make things

easier as there will be many updates from Microsoft waiting and it will take some time to

process those.

Is there anything else I can assist with?

Customer: replied 11 months ago.
No thank you
Expert:  Byron replied 11 months ago.

Thanks. Please take a moment to rate the service using the stars at the top of

the page, then submit.

You can post any follow-up questions you may have on this page as well.