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Dustin
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 13535
Experience:  I speak PC fluently, so you dont have to! Worked in The US Army as A Network Switching Systems Operator/Controller
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It will not take log on password, cant log on with computer

Customer Question

it will not take log on password
JA: Have you tried having password ***** directions emailed to you?
Customer: cant log on with computer I am having trouble with
JA: Have you installed any updates recently?
Customer: no I know the password ***** ***** right one
JA: Anything else you want the computer expert to know before I connect you?
Customer: no
Submitted: 10 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 10 months ago.

Hi,

I'm sorry about the issue. Do you mean you cannot open any program on your computer?

What's the make / model of the problematic computer?

Does it have Windows xp, vista, or 7 or 8 or 10? Or is it a Mac computer?

Does it show a name or username at the password ***** login screen?
Does it show an email address at the password ***** login screen?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
Window 10 name Hp
Customer: replied 10 months ago.
You still there
Expert:  Viet - Computer Tech replied 10 months ago.

Thank you. Is it a desktop or laptop?

What's the error or message when entering your password?

Customer: replied 10 months ago.
Desk top can you call
Expert:  Viet - Computer Tech replied 10 months ago.

I do live online support. I can provide you quick written steps here.

1. What's the error or message when entering your password?

2. Besides the name HP, does it also show an email address or not?

3. Is this a new computer or was it working fine previously?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
No it does not show email it says password *****
Customer: replied 10 months ago.
It was working fine two hours ago
Expert:  Viet - Computer Tech replied 10 months ago.

Thank you. How old is this computer?

Are the CAPS lock and NUM lock keys turned OFF on the keyboard?

Note: Password ***** *****

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
Computer 3 months no the cap is not on
Expert:  Viet - Computer Tech replied 10 months ago.

Thank you. Can you please shut down the desktop computer, then disconnect the power cord from the desktop computer for a couple of minutes, then re-connect, then turn on

, then make sure both the CAPS lock and NUM lock keys are off on the computer's keyboard. Then enter your computer login password ***** check.

- If it still does not work, did you let anyone else use your computer recently? (They may have changed the password.)

- Is it okay to reset the computer fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Please reply at the box below to continue. Thank you,

Customer: replied 10 months ago.
No one used computer and it still doesn't work
Expert:  Viet - Computer Tech replied 10 months ago.

Sorry. Please try:

- Click on the Ease of Access icon at the bottom (it looks like a timer icon), then click on option On-Screen Keyboard

, then use your mouse / cursor to click on the keys / characters of the on-screen keyboard on the computer's screen in order to enter the password, and check. Note lowercase / uppercase.

; (Don't use the physical keyboard to enter the password ***** now; use the mouse / cursor to enter the password, and check.)

Please let me know. Thank you,

Customer: replied 10 months ago.
No didn't work
Expert:  Viet - Computer Tech replied 10 months ago.

I'm sorry. It is strange. So it does show you lowercase / uppercase letters when using the on-screen keyboard.

Is it okay to reset the computer fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Please let me know. Thank you,

Customer: replied 10 months ago.
Will l lose everthing
Expert:  Viet - Computer Tech replied 10 months ago.

It may have the option to save your data; we'll confirm before continuing. Is this an HP computer?

Do you have any backup?

Do you need any data / files, such as documents, pictures?

Please let me know. Thank you,

Customer: replied 10 months ago.
How
Expert:  Viet - Computer Tech replied 10 months ago.

Please try this: Plug in an external USB hard drive (or a USB flash drive) to the computer

, then shut down the computer

, then turn it back on, then right away, keep pressing and releasing the key F11 quickly and repeatedly on the computer's keyboard until you get a menu

, then select the option System Recovery

, then does it have the option to back up your data / files?

Please let me know. Thank you,

Customer: replied 10 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from yo. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Viet - Computer Tech replied 10 months ago.

Please try this:

- Plug in an external USB hard drive (or a USB flash drive) to the computer

, then shut down the computer

, then turn it back on, then right away, keep pressing and releasing the key F11 quickly and repeatedly on the computer's keyboard until you get a menu

, then select the option System Recovery

, then does it have the option to back up your data / files?

Please let me know. Thank you,

Customer: replied 10 months ago.
Nothing
Expert:  Michelle replied 10 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

let me know when you are ready.

Customer: replied 10 months ago.
Trying to restart computer with f11
Expert:  Michelle replied 10 months ago.

Is it the windows login password ***** are unable to get into?

Customer: replied 10 months ago.
Expert:  Michelle replied 10 months ago.

how are you communicating with me on this chat?

Expert:  Michelle replied 10 months ago.

are you on a computer or on a phone.

Customer: replied 10 months ago.
Texting
Expert:  Michelle replied 10 months ago.

do you have access to another computer?

Expert:  Michelle replied 10 months ago.

i can reset your windows password ***** you have internet browser on your phone.

Expert:  Michelle replied 10 months ago.

Click here to reset your windows password enter the email address you provided to login to Microsoft.

Customer: replied 10 months ago.
Call me(###) ###-####
Expert:  Michelle replied 10 months ago.

phone service offer already sent please accept so that i can call you.

Customer: replied 10 months ago.
I have another computer
Customer: replied 10 months ago.
I already paid $35
Expert:  Michelle replied 10 months ago.

gave you the link to click on and reset your password.

You have paid for the chat service which we are already on and phone call is an additional service to this if you need phone call you need to sign in for the additional service.

Customer: replied 10 months ago.
you have not done any thing yet
Expert:  Michelle replied 10 months ago.

Please scroll up on this chat you will see the link which says click here to reset. Open the link on the other computer.

Customer: replied 10 months ago.
already did did not work it said it changed password ***** will not take it
Expert:  Michelle replied 10 months ago.

reboot the computer and then try.

Customer: replied 10 months ago.
no did not work its says can't sign in to account right now
Expert:  Michelle replied 10 months ago.

What is the windows login username?

Customer: replied 10 months ago.
Kenny Enloe
Expert:  Michelle replied 10 months ago.

did you try entering the email address and then login

Expert:  Michelle replied 10 months ago.

how did you reset the account when you clicked on the account reset link.

Customer: replied 10 months ago.
I asked for password ***** and changed password
Expert:  Michelle replied 10 months ago.

what is the full email address you entered?

Customer: replied 10 months ago.
Expert:  Michelle replied 10 months ago.

may i reset it for you and will give you the password ***** login to the windows 10 is that ok.

Customer: replied 10 months ago.
you can try
Expert:  Michelle replied 10 months ago.

a code is sent to your***@******.*** emaill let me know that

Customer: replied 10 months ago.
Expert:  Michelle replied 10 months ago.

Your account has been recovered,

  • Your password ***** changed
Expert:  Michelle replied 10 months ago.

now login to windows with the passwod

[email protected]

Expert:  Michelle replied 10 months ago.

M is in caps

Customer: replied 10 months ago.
It tells me I cant sign in to your device right now. Go to account.live.com to fix problem
Expert:  Michelle replied 10 months ago.

shut down the computer wait for 3 mins and boot it back and then try.

Customer: replied 10 months ago.
it tells me the same message
Customer: replied 10 months ago.
you still there
Expert:  Michelle replied 10 months ago.

let me open this question to question to other experts for there input and view.

Expert:  Dustin replied 10 months ago.

Welcome to Justanswer.com, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

Theres really only two fixes we can do here, either a system restore or a refresh reset.

Lets try the non destructive approach first

Shut down the windows 10 computer, start it.. When it gets to the windows sign in screen, dont sign in.

Instead, left click the power button at the bottom right.

Then, hold down the shift key on your keyboard, and then click restart.

This should bring you to the blue screen menu.. Choose troubleshooting, advanced, and then choose system restore.

Once system restore loads, choose a restore point that was one day before this problem started and then carry out the system restore.

That should fix the issue, but if you get stuck or this doesnt work then please send a detailed reply and I will assist you further as needed.

I strive to provide great service, and greatly appreciate a 5 star rating clicked and submitted when you are satisfied.. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 10 months ago.
backing up computer new
Customer: replied 10 months ago.
it still wants a pass word
Customer: replied 10 months ago.
system restore wants a password
Expert:  Dustin replied 10 months ago.

My apologies for the delay in getting back to you.. If its still asking for a password.. Then we should try a reset next.

Go back to the same blue screen menu, then choose troubleshooting, then choose reset my pc.

If you have files you want to save, choose the option to save your files after you click reset.

If it still asks for a password ***** you will have to tell it to erase all your files, it will then install windows and you will be good to go. If you have files you have to save and it wont let you keep them, If you really need those files let me know, and we can order a cable set where we can copy all your info off of the machines internal hard drive.

Dustin S