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This sounds crazy but I can't sign into Windows 10 on my…

Customer Question
This sounds crazy but...

This sounds crazy but I can't sign into Windows 10 on my laptop. The PIN changed - no clue how. And now I must be using the wrong password ***** I'm going crazy.

Technician's Assistant: What's the brand/model of your laptop?

HP Spectre

Technician's Assistant: What have you tried so far with your Spectre? Have you installed any updates recently?

Yes

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

I have a work MS account and personal so I think I'm blending worlds

Submitted: 7 months ago.Category: Computer
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Answered in 2 minutes by:
12/18/2017
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago
PC_Wizzard
PC_Wizzard, Computer Enthusiast
Category: Computer
Satisfied Customers: 1,070
Experience: Server, networking, desktop questions welcome.
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Thank you for your question. My name is ***** ***** I look forward to assisting you.

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

At the login screen do u see an email address?

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Customer reply replied 7 months ago
Hello Werner
Customer reply replied 7 months ago
Hello Werner - can't remote because I can't open it! No email address on screen
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Please ignore the popup for remote it's automated

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

What are your options on the screen now?

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Customer reply replied 7 months ago
Type in your password ***** pin. I need to go online somewhere and reset I think.
Customer reply replied 7 months ago
Werner I don't know what's going on here - I hit send but nothing happens. This is bad chat format!!
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

And if you choose to type in your password *****'s no email address showing underneath your name?

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Customer reply replied 7 months ago
Werner I don't know what's going on here - I hit send but nothing happens. This is bad chat format!! No email below password
Why does this not send?
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

I'm receiving the messages

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Customer reply replied 7 months ago
OK that took 5 minutes
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Are you connected via wifi or a lan cable on that pc?

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Customer reply replied 7 months ago
I'm communicating to you through desktop. Laptop is having issues. I am now verify your identity through MS
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Sometimes the keyboard layout can be changed after Windows 10 update and then the PIN you typed would be incorrect. Thus, you can try to type the PIN with the On-Screen Keyboard.

On Windows 10 login screen, click “Ease of Access” icon at the bottom-left corner and then select On-Screen Keyboard. Move the mouse cursor in the PIN box and type the keys.

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Customer reply replied 7 months ago
Got it - where is "Ease of Access"
Customer reply replied 7 months ago
Where is PIN box?
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

I would suggest to reboot the pc first and try to enter the PIN again via on-screen keyboard.

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Customer reply replied 7 months ago
Please hold
Customer reply replied 7 months ago
When trying to using PIN I get,"This sign-in option is disabled because of failed sign-in or repeated shutdowns. Use a different sign-in or keep your devised powered for 2 hours and try again"
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok it's the account lockout policy that's active now

You might be entering the correct pin now but the account is locked out.

You will need to wait the 2 hours.

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Customer reply replied 7 months ago
I've waited days - it still doesn't work. How do I reset the PIN?
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Do you only have the one account on the PC?

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Customer reply replied 7 months ago
I only have one MS account on that laptop - yes.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

And it's a local account and not an online Microsft account correct? because you do not see any email address under your name?

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Customer reply replied 7 months ago
No, it's an online account.
Customer reply replied 7 months ago
No, it's an online account. Why is there such a HORRIBLE delay in communication?
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok it might be the internet connection

You can go to https://account.live.com/password/reset to reset your password.

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Customer reply replied 7 months ago
Got to go - to slow for me. I hope I'm not charged more than $5. You're knowledgeable but this UI is a joke. Thanks for your help.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Sorry about that

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