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Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 2830
Experience:  CCNA, A+, MCSE with over 12 years experience.
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I can't remember my Password and I need to reset it, I can't

This answer was rated:

I can't remember my Password ***** I need to reset it
JA: What exactly are you having trouble accessing?
Customer: I can't get into me computer at all
JA: What's the brand and model of your computer? And the Operating System (OS)?
Customer: Gateway. NE56R41u. Don't know where to find OS
JA: The Computer Technician will be able to walk you through that. How long has this been going on with your computer? What have you tried so far?
Customer: Going to gateway and pulled up how to reset password. Quite a while it's been going on
JA: Anything else you want the computer expert to know before I connect you?
Customer: I'd just like to get on and use it again

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

Your version of Windows is very important to know when trying to fix password *****

Let me ask this: on the screen where you enter the password ***** log in to the computer, do you see three icons in the lower

right portion of the screen. From left to right the icons are: wi-fi/network>>>Ease of Access>>>Power

Customer: replied 1 month ago.
No only the power

Thank you. On that same screen is it showing an email address?

Customer: replied 1 month ago.
No I can't afford that right now. The last time I did that my granddaughters computer got hacked

Please ignore the pop up offer. It's sent automatically by the system and the system isn't smart enough to know that

secure remote can't be used in this situation.

On the login screen where you enter your password ***** it display an email address?

Customer: replied 1 month ago.
No it does not
Customer: replied 1 month ago.
Sorry yes it does.

Thank you. That's good. Can you tell me that address please?

Customer: replied 1 month ago.

Thank you. An email was just sent to***@******.***

Please check your inbox (or spam folder) for the email.

It contains a 7 digit password ***** code. I need you to send me that code.

It is not a password

Customer: replied 1 month ago.

Thank you. It appears you have two-step verification turned on. Are you able to receive text messages

at your phone number ending in 00 ?

If so, I'll need to know the last 4 digits of that number.

Customer: replied 1 month ago.

Thank you. Please let me have the code that was just sent to the phone.

Customer: replied 1 month ago.
Do I use that number on my laptop

No. I need you to send me the code please.

Customer: replied 1 month ago.

Thank you. We're almost there. A new code was just sent to your***@******.***

address. Please send me the new code.

Customer: replied 1 month ago.

Success. Your new password ***** log in to the laptop is: 87alfa88

It is important that your laptop be connected to the internet before using the password.

I believe you're using Windows 8 so there should be a wi-fi icon on the left side of the screen.

Please open it up to verify that you're connected to the wi-fi and then use the new password.

Please confirm when you have signed in.

Customer: replied 1 month ago.
I'm signed on now

That's great to hear.
If you would like any additional information or assistance,
please do not hesitate to let me know.
Else if you could, please take a moment
to rate the service using the stars at the top of the page, then submit,
as that is how we are credited with assisting.
It would be much appreciated.

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