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Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 2735
Experience:  CCNA, A+, MCSE with over 12 years experience.
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I am locked out of my laptop! Forgot my password and when it

Customer Question

I am locked out of my laptop! Forgot my password ***** when it tells me to reset I don't have a backup for my password? HELP
JA: When did you last reset your username and password?
Customer: It's a brand new PC and I have tried to reset on my iPad but nothing works.
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: That's it
Submitted: 6 months ago.
Category: Computer
Expert:  Byron replied 6 months ago.

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

I can help you with this. On the screen where you sign in to the computer is

it showing an email address?

Please reply in the box just below.

Customer: replied 6 months ago.
Expert:  Byron replied 6 months ago.

Thank you.

I believe you are likely using Windows 10. To confirm do you see 3 icons in the lower

right corner of the screen Wi-Fi/Network>>>Ease of Access>>>Power ?

Customer: replied 6 months ago.
Expert:  Byron replied 6 months ago.

Thank you. To get you back in to the machine it will need to be reset. Since it's brand new

I don't believe there are any personal files to lose. Am I correct?

Customer: replied 6 months ago.
You are correct
Expert:  Byron replied 6 months ago.

Thanks. Here are the steps to get you back in:

Start or restart the machine such that you are looking at the login screen. But don't log in.
From the login screen:

While holding down the left Shift key, click the Power icon in the
lower right corner (far right) and select Restart.

Release the Shift key when you see "Choose an Option"

click Troubleshoot

click Reset this PC

click Remove Everything

click Just Remove Files

install only to the drive where Windows is installed, if asked

When the reset is complete you'll re-create your user account

and have access again.

Let me know the result please.

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