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Just opened my brand new laptop. Wizard taking my through…

Customer Question
Just opened my brand...

Just opened my brand new laptop. Wizard taking my through the "Microsoft" setup. I couldn't remember my password, so got on my old computer and changed the password. But now, on the new computer, when I try to proceed, it says "the request to change your password ***** expired. Please try again." I get this message every time I try. I would like to go back to the previous screens and just enter my new password ***** proceed, but I cannot go back. I am stuck....what can I do to proceed setting up my new computer?

Technician's Assistant: What's the brand/model and Operating System (OS) of your laptop?

HP Envy Windows

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

I can't do anything....the Microsoft screen "Verify your identity" won't let me go forward or back.

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

No....thank you so much!

Submitted: 7 months ago.Category: Computer
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Answered in 5 minutes by:
1/7/2018
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 7 months ago
Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 41,266
Experience: Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
Verified

Hi,
I'm sorry about the issue. Does it show a name or username at the password ***** login screen?
Does it show an email address at the password ***** login screen?
Please reply at the box below. Thank you,

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Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 7 months ago

Do you have another working Windows computer?

It looks like you are not there. We can schedule another time.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

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