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My PC won't accept my password. I am using a different comp…

Customer Question
My PC won't accept...

My PC won't accept my password. I am using a different comp to contact you because I can't turn

Technician's Assistant: When did you last reset your username and password?

I have never reset them

Technician's Assistant: Have you installed any updates recently?

No

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

Only that I am very upset that I have to borrow a pc to find out how to fix the problem, hopefully.

Submitted: 10 months ago.Category: Computer
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Answered in 2 minutes by:
10/6/2017
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago
Harold Hanna
Harold Hanna, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 342
Experience: Sr System Administrator at General Dynamics
Verified

Hello how are you this evening? I'm sorry for your password ***** Where exactly are you getting the password *****?

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Customer reply replied 10 months ago
IN THE CENTER OF ,MY SCREEN WHERE IT SAYS PASSWORD
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Is it a Windows 10 password?

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright, what is the user name associated with the Windows 10 account?

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Customer reply replied 10 months ago
VAN THORNTON
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Do you have an email that you usually use?

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright hold on a moment please.

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Do you have a phone number ending with the last two numbers --

***-***-**05

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright. I will have Microsoft call you. They will give you a code. Please right down this code, and send it to me.

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

What are that last 4 digits of your phone number?

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Customer reply replied 10 months ago
2405
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright. You should receive a phone call shortly. Please write down the code and tell me it when you get it.

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Your password ***** ***** --

VanThorn

The capitals letters matter. Please use those when attempting to connect to the computer.

As soon as you are able to connect, please let me know if it worked! If it did, please rate me 1 - 5 stars on my level of assistance!

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Customer reply replied 10 months ago
it didn't work. I tried 3 times. I assume there are no spaces.
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Correct no spaces. Try restarting the computer and attempting again.

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Customer reply replied 10 months ago
It says that password ***** ***** and to reset it
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Are you in the same area that you usually have internet access to? We have reset your password, but it will need access to the internet to receive the reset information.

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Customer reply replied 10 months ago
It is a desk top and hasn't moved this comp is working off the router hooked up to my desk top. The instruction to contact you through account.live.com is stupid since I can't use the computer.
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

The instruction about account.live.com is to reset the password ***** your computer that you are trying to access. Even though you can't use the computer, if it was able to connect to the internet, it would receive that your password ***** changed, and you would be able to log in to that system. How is this computer connected to the internet? Is it directly connected with an ethernet (wired) connection?

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Customer reply replied 10 months ago
Through a modem connected to a cable
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright. Can you restart the modem and make sure the network connections are secure? The computer should have received the updated password ***** it is directly connected. Check both ends of the network connection to make sure they are plugged in all the way so it can connect to the internet.

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Customer reply replied 10 months ago
It still didn't work.
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

What is the error you are getting when you try it? Can you tell me it exactly as it says it?

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Customer reply replied 10 months ago
Go to account.live.com to fix the problem or try the last password ***** on this device.
Customer reply replied 10 months ago
Before that it says You can't sign in to your device right now
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Alright. That is what we have already tried, and is why I am thinking communication between account.live.com and that machine is the issue. Are you sure the keyboard doesn't have Caps Locks turned on when you type the password?

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Customer reply replied 10 months ago
I have lost you on this laptop, The caps lock is not turned on.
Customer reply replied 10 months ago
I get a screen that want my credit card info for the third time
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Where do you see this screen? Please do not type your credit card information into a screen unless you are sure where it will be going to.

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Customer reply replied 10 months ago
It was on the laptop. It had my c card number already shown. I seem to have lost the internet.
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

We are still able to communicate so the internet connection should be alright.

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Customer reply replied 10 months ago
I am about ready to give up tonight, for some reason I have lost internet explore but still have others
Customer reply replied 10 months ago
I have internet explore but I am done thanks for the help.
Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

I understand, I fell asleep shortly after the last message I sent, it was 2AM my time. If you would like to continue troubleshooting please let me know. You can try that password ***** and see if we have any luck, let me know if you do. Thanks!

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Tech Support Specialist: Harold Hanna, Computer Hardware Engineer replied 10 months ago

Did you have any luck with the password?

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