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I cannot login. I keep getting an error message asking me to…

Customer Question
I cannot login....

I cannot login. I keep getting an error message asking me to reset it at account.live.com/password/reset. I attempted to do this using my smartphone but I still cannot get into my computer.

Technician's Assistant: Have you tried having password ***** directions emailed to you?

I followed the directions from the password ***** site. It told me that my password ***** reset but I cannot access my computer using the new password

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

No

Submitted: 8 months ago.Category: Computer
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Customer reply replied 8 months ago
Is someone working on my issue?
Answered in 35 minutes by:
11/18/2017
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago
John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,924
Experience: MCP, RHCE
Verified

Hello and welcome to justanswer. My name is***** will be assisting you today. Please provide the following details.

Are you trying to sign in to your windows 10 computer also is this a desktop or laptop computer ?

Thank you

Note: - Use the reply box just below type the reply in it and click on send.

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Customer reply replied 8 months ago
Windows 10. Laptop
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Are you currently chatting to me from a computer or smartphone?

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Customer reply replied 8 months ago
Smart phone
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Do you have another computer also is this laptop connected to internet using wired or wireless connection?

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Customer reply replied 8 months ago
No other computer. I can connect either way Wireless or hard wire. Currently it is Wireless
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Is the laptop currently connected to internet? You can check it using the wireless symbol in the sign in page.

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Customer reply replied 8 months ago
It says that it is connected
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK after you typed in the new password ***** you make sure whether its entered correctly by pressing on the view symbol on the far right in the password ***** (Its a eye symbol)?

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Customer reply replied 8 months ago
Now my wireless is saying limited. Is this because you are on?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

No i am not on your computer.

I believe your internet connection is not stable to verify the new password ***** could you please connect wired connection and then check again.

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Customer reply replied 8 months ago
I have a Verizon Jetpack MiFi. Should I log on with that?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Its fine but you should have internet connection on the computer to verify the new password.

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Customer reply replied 8 months ago
I have internet on the computer and the new password ***** ***** allowing me access
Customer reply replied 8 months ago
Is there any reason that you're not able to access this remotely?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

I can only connect to a computer that loads to windows desktop.

Is the laptop internet connection currently showing limited access or Internet access ?

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Customer reply replied 8 months ago
It is saying connected
Customer reply replied 8 months ago
I don't understand. I have had other technicians connect remotely to my laptop. Geek Squad excetera. Does this mean while it is a laptop I may have the desktop version?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

What i meant is that i can only remote access to a computer that has desktop screen with icons,start menu and all.You get that screen after you sign in.

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Customer reply replied 8 months ago
Ok
Customer reply replied 8 months ago
is there anything you can do for me?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

First lets make sure the new password ***** ***** on the smartphone.Please use this sign in page and sign in to microsoft account using the new password : - https://login.live.com/

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Customer reply replied 8 months ago
That worked. I was able to sign back in
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

On you phone am i correct?

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Customer reply replied 8 months ago
on my phone
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Is the battery in the laptop user removable ?

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Customer reply replied 8 months ago
I have replaced the battery before so yes
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Please do the following

Turn off the laptop completely and disconnect the AC adapter. Remove the battery and press and hold the power button for about 60 seconds. Releases the button and then insert the battery back in and then plug the adapter back and turn on the computer. Once you are in the sign in screen make sure you have internet access then enter the password ***** sign in.

Let me know.

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Customer reply replied 8 months ago
It is a process where I have to remove the back of the laptop
Customer reply replied 8 months ago
Okay standby
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Are you going to disassemble to remove the battery if so no need to do it.

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

If you are removing it by release the locks on the bottom of the laptop then do the above.

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Customer reply replied 8 months ago
I have to literally unscrew the back panel of the laptop to access the battery. So should I not do this?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

In that case no need to do it,Instead look on the bottom of the laptop for a reset pin hole and let me know?

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Customer reply replied 8 months ago
No reset pinhole. But there is this small Microsoft Windows symbol button on the side.
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

That wont be any help.When did this password ***** started also can you take a picture of the sign screen with the error message and send it to me using the add files option in the reply box.

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Please turn off the laptop for 2 min also disconnect the power adapter and then reconnect and turn it on and try once more.

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Customer reply replied 8 months ago
Okay I am turning off now. Standby again
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Sure.

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Customer reply replied 8 months ago
It did not work I still cannot sign in
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK lets reset password ***** more time.Please use this link to reset password : - https://account.live.com/ResetPassword.aspx?

After you reset sign in on your phone using the new password ***** see if the new password ***** then try to sign in on the laptop.Let me know.

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Customer reply replied 8 months ago
I did as you requested I'm still not able to login from the sign in screen. Still getting the same error message says go to account. Live.com to fix the problem
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Is it asking for a pin or password ***** the sign in screen.Can you send me a image of the user name and password ***** screen in the sign in screen.

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Customer reply replied 8 months ago
If we cannot get an answer the next few minutes I'm going to take this to someone to look at it. Please don't be offended. But I need to get this fixed and I have other things that I need to get done today too. Seems like this is taking a long time for something that if we can identify by now then somebody may need to look at it
Customer reply replied 8 months ago
It is asking for a password
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

I understand,There is another way which to reset windows 10 but this will erase the files on the computer and then re-install windows 10 like a new system i am trying to avoid that.

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Can you try the on-screen keyboard in the ease of access option in the sign in screen to type in the password.

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

I will send you a image on how to access it.

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

See if the password ***** ***** using on-screen keyboard and let me know.

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Customer reply replied 8 months ago
Had actually tried that before and then again just now and it did not work
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

If that also failed,internet connection is working on the computer and password ***** didn't work then the only option is to reset windows 10 which will erase the files on the computer and then re-install windows 10 like a new system.Do you want to try that ?

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Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

If you want i can also open this to other experts and see if there is any other options left to try.let me know which option you prefer.

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Customer reply replied 8 months ago
I do not want to lose all my files and reset Windows 10 I will pursue some other options.
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

In that case i will open this to other experts to see if there is any other options left.You do not need to do anything when another expert replies you will get a email notification and you can continue from there.

Sincerely,

John

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Customer reply replied 8 months ago
Okay thanks
Tech Support Specialist: Byron, Computer Support Specialist replied 8 months ago
Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 3,352
Experience: CCNA, A+, MCSE with over 12 years experience.
Verified

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

We first need to verify which email address the computer is using for your login.

Here's how to determine that:

Start or restart the computer such that you are looking at the login screen (but don't log in)

Hold down the left Shift key and keep it down, click the Power icon in the lower right corner (far right) and

click Restart.

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

On the "Choose an Option" screen,

click Troubleshoot

click Advanced Options

click System Restore

the computer will restart and you'll see "Preparing System Restore"

choose your account when prompted and the screen will change

and want a password. It will also display the email address attached to the account.

Then go here: https://account.live.com/password/reset

and click I forgot my password ***** it will walk you through the steps to reset the password.

Let me know the result please.

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