Computer

For Online Computer Support, Ask a Computer Technician

Ask a Computer Expert,
Get an Answer ASAP!

I did an upgrade of Windows 10 on my desktop computer which…

Customer Question
I did an upgrade...

I did an upgrade of Windows 10 on my desktop computer which has two users. When it completed it will only open one of the users. The other one is blocked and it refuses the sign-in ID. The other one signs in without an ID (perhaps never had one). How do I get the user back on the computer?

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

Asus but specially built

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

I just said that I updated Windows 10

Submitted: 6 months ago.Category: Computer
Show More
Show Less
Ask Your Own Computer Question
Answered in 1 minute by:
1/8/2018
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago
Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 19,200
Experience: Over 10 years of professional experience.
Verified

Hello,
I look forward to helping you today.

As far as the problem account goes, do you know if it is a local account or did you attach a Microsoft Account to it?

I will be standing by, looking forward to your response.
Thank you,
Jason

Ask Your Own Computer Question
Customer reply replied 6 months ago
I don't even know what this means? I have one user name called Don Basler and another called User when the computer boots up. After the upgrade the Don Basler option, which requires a security log in refuses to accept the security password ***** let me in.
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

When you attempt to log into the problem account, what happens?

Ask Your Own Computer Question
Customer reply replied 6 months ago
It acts like it is going to open and then I get a gray box with a message saying that it won't let me in
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

What does the gray box say?

Ask Your Own Computer Question
Customer reply replied 6 months ago
Are you going to sign in?
Customer reply replied 6 months ago
I don't remember and I can't see it now.
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

I attempted to accept the remote request. I am sorry to report, but it appears that your bank or credit card company is blocking the payment. You will have to contact your bank or credit card company, let them know that the payment is okay to be processed and that they need to remove the block. Once the block is removed, you may click the "Accept this Offer" button once more to accept.

Ask Your Own Computer Question
Customer reply replied 6 months ago
Are we having a problem with payment? I checked it and it is up to date?
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

Do you see a button above that says "Update Payment Information"?

Ask Your Own Computer Question
Customer reply replied 6 months ago
There is nothing wrong with the payment information. Can you help me with this log in problem or not!
Customer reply replied 6 months ago
Is there a number that I can call for help with this?
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

The page is telling me that there is a problem with the payment.

Do you have a button that says "Update Payment Info"?

Ask Your Own Computer Question
Customer reply replied 6 months ago
Not your fault, the bank declined to allow the charge to the account because they consider you suspicious. Sorry, perhaps I can try again at another time unless you can continue to help me on line without taking control.
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

We can try again at your choice of time. We can do it now or at a later time.

Ask Your Own Computer Question
Customer reply replied 6 months ago
Later, I am upset now.
Customer reply replied 6 months ago
Is there a number I can call for help?
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

Thank you. I am here 12 to 16 hours every day. My day begins at 6am (PST).

You asked for a number for help. You want help with this problem via the phone?

Ask Your Own Computer Question
Tech Support Specialist: Jason Jones, Computer Expert replied 6 months ago

I will opt out of the question and allow another expert the chance to talk with you on the phone.

I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Ask Your Own Computer Question
Tech Support Specialist: RussellA, Information Systems Manager replied 6 months ago
RussellA
RussellA, Information Systems Manager
Category: Computer
Satisfied Customers: 275
Experience: 20 Years of Experience, 14 Years in Corporate America, 2010 Engineering Excellence Award.
Verified
  1. On touch interfaces, the easiest way to open Control Panel in Windows 10 or Windows 8 is via its link on the Start menu (or Apps screen in Windows 8), but the Power User Menu is probably faster if you have a keyboard or mouse.

  1. On Windows 10, touch or click on the User Accounts link (it's called User Accounts and Family Safety in Windows 8).

    Note: If the View by setting is on Large icons or Small icons, then you won't see this link. Touch or click the User Accounts icon instead and skip to Step 4.

  2. Touch or click User Accounts.

  3. Several links down on the Make changes to your user account area of the User Accounts window, touch or click on Manage another account.

  4. Touch or click on the user you want to change the password *****

    Tip: If you don't see Password ***** listed somewhere under the username then that user doesn't have a password ***** and should be able to login without entering anything in the password *****

  5. Now that you're in the Make changes to [username]'s account screen, touch or click on Change the password.

    Tip: Don't see a Change the password link? This probably means that the user you want to change the password ***** logs into Windows 10 or Windows 8 with a Microsoft account, not a "traditional" local account. This is actually good news, as it's even easier to reset a Microsoft account password. See How to Reset Your Microsoft Account Password for help.

  6. On the Change [username]'s password screen, enter a new password ***** both the first and second text boxes.

  1. In the last text box, you're asked to Type a password *****. This is not required.

    Tip: Since you're probably changing this person's password ***** them because they've forgotten it, it's fine if you want to skip the hint. Once this user has access to Windows 8/10 again, have them change their password ***** something more private and set up a hint then.

  2. Touch or click the Change password button to save the password *****

  3. You can now close the Change an Account window and any other open windows.

  4. Sign out, or restart the computer, and have the person you reset the password ***** try logging in to Windows 8 or 10 again.

  1. Once logged in, be proactive and either have the user create a Windows 8 or Windows 10 password ***** disk or switch to a Microsoft account, either of which will provide an easier way to get a new password ***** the future.

Ask Your Own Computer Question
Tech Support Specialist: RussellA, Information Systems Manager replied 6 months ago

I take pride in providing quick solutions to your inquiries. If you are satisfied please mark this as answered, and leave me a rating and feedback. If you have any further questions, please don't hesitate to open another query directly with me.

Ask Your Own Computer Question
Customer reply replied 6 months ago
I tried everything I could. but I really can't follow your directions very well. My start menu just doesn't work after I did the Windows 10 upgrade. I give up!
Tech Support Specialist: Byron, Computer Support Specialist replied 6 months ago
Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 3,347
Experience: CCNA, A+, MCSE with over 12 years experience.
Verified

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

If a big Windows update caused all these problems see if you can roll it back this way:

On your keyboard, hold down the Windows logo key to the left of the spacebar and press the letter i

This will open the Settings window.

Click Update & Security

From the vertical menu on the left select Recovery.

On the right, under "Go back to the previous version of Windows 10"

click Get Started

Select a reason for going back and continue

(don't check for updates)

follow the prompts to start the rollback.

This will put the computer back to the way it was before the update.

If necessary we can do a phone call on 1/9.

Ask Your Own Computer Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a tech support specialistLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask Byron Your Own Question
Byron
Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 3,347
3,347 Satisfied Customers
Experience: CCNA, A+, MCSE with over 12 years experience.

Byron is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you!

RPAustin, TX

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

< Previous | Next >

Meet the Experts:

Andy

Andy

Computer Consultant

5,316 satisfied customers

11yr exp, Comp Engg, Internet expert, Web developer, SEO

Engineer John C.

Engineer John C.

Computer Science Engineer

3,229 satisfied customers

Computer Science Engineer with 10 years of experience in Computer Support, and Microsoft, A+ and Cisco certified

Ryan H.

Ryan H.

Computer Support Specialist

1,741 satisfied customers

A+ Certified Technician - 10 Years experience working with all types of computer systems.

Jane Lefler

Jane Lefler

Sr Prog Analyst / Technician

2 satisfied customers

Computer Programmer / Technician/ Consultant 16+ years

Frederick S.

Frederick S.

Computer Specialist

7,241 satisfied customers

Computer technician and founder of a home PC repair company.

lifesaver

lifesaver

Computer Software Engineer

4,288 satisfied customers

Engineering degree in Computer science,Microsoft Certified Professional.JA computer expert.

Sudipto

Sudipto

Hardware Engineer

4,252 satisfied customers

Certificate Course In Computer Maintenance

< Previous | Next >

Related Computer Questions
I turned off computer during update. Now won't come back on.
I turned off computer during update. Now won't come back on. Asus support says I hv to reload Microsoft for $199!!! Help … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,462 satisfied customers
My Skype System has been blocked. ASUS. My problem is that
My problem is that Microsoft are holding me with an email address I changed over three years ago and have operated with present one during last three years, which means i am blocked by Microsoft who are not up to date … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,462 satisfied customers
I have lost the cursor. What do I do? I have shut it off and
I have shut it off and it still only shows on the sign in … read more
Isaac Franklin
Isaac Franklin
Associate of Science in Social Sciences
1,316 satisfied customers
Where are my settings to upgrade my security, asus, no it is
where are my settings to upgrade my security JA: What kind of computer do you have? Customer: asus JA: Have you installed any updates recently? Customer: no it is new JA: Anything else you want the co… read more
Isaac Franklin
Isaac Franklin
Associate of Science in Social Sciences
1,316 satisfied customers
New Pc. had to order a valid product id for windows 10 pro
New Pc. had to order a valid product id for windows 10 pro using my Microsoft account login. Now it seems I can only login via my Microsoft account which I do not want to do because I need to add this… read more
Mr.Med
Mr.Med
1,184 satisfied customers
I have 64 bit microsoft window's 10 dvd which i ordered from
i have 64 bit microsoft window's 10 dvd which i ordered from new egg. it did not come with a produck key. a lady at microsoft enstalled from MS my desktop crashed and i cannot get w-10 installed with … read more
Byron
Byron
Computer Support Specialist
3,347 satisfied customers
My emails that are sent to me never arrive. I had a message
my emails that are sent to me never arrive. I had a message from Microsoft few days ago that said they blocked my emails because suspicious activity. they want me to type in my email password. I thoug… read more
Bhavik Joshi
Bhavik Joshi
Computer Science and Engineering
918 satisfied customers
I had upgraded Windows 7 Professional to windows 10 but now
I had upgraded Windows 7 Professional to windows 10 but now windows 10 has disappeared. This problem has happened because I replaced the power supply (the old one suddenly became dead). I find the mes… read more
Mr.Med
Mr.Med
1,184 satisfied customers
I have a ASUS HP Pavillion Elite m9340f PC model k53e. I was
Chris i have a ASUS HP Pavillion Elite m9340f PC model k53e. I was trying to upgrade to 10 and receiving Display Error i went in to delete grafic driver and should have unchecked the box about removin… read more
ChrisC
ChrisC
PC Technician
Associate Degree
661 satisfied customers
Need assistance getting windows 10 on this computer. error
need assistance getting windows 10 on this computer. error message about display. when this computer was bought it had vista then windows 7.i think it may be a driver issue… read more
ChrisC
ChrisC
PC Technician
Associate Degree
661 satisfied customers
I have an ASUS Q551L that I installed a Windows 10 update
I have an ASUS Q551L that I installed a Windows 10 update on. Everything worked until recently (this weekend). Now I get "a Critical Error "Your start menu is n't working. we'll try to fix it the next… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,462 satisfied customers
Wundows 10 installed, now only BLINKING SCREEN going from
Wundows 10 installed, now only BLINKING SCREEN going from desktop/to black screen; no icons only a rotating blue circle!… read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
973 satisfied customers
My W-10 settings have a phantom administrator with an
My W-10 settings have a phantom administrator with an unknown password. This blocks every effort to identify the password, to update software and even to recover my Windows 7, which at this point I wo… read more
robert
robert
Bachelor's Degree
2,594 satisfied customers
My ASUS Intel Core I7 PC came with Windows Vista.I upgraded
My ASUS Intel Core I7 PC came with Windows Vista. I upgraded this PC to Windows 7 Home Premium and the boot has had problem of a missing file error messages ever since. My problems begin after I click… read more
Maggie P
Maggie P
HNC Computing
503 satisfied customers
I cannot get internet connection on my desktop which uses windows
I cannot get internet connection on my desktop which uses windows xp but i can on my laptop - i have tried help on my computer and bt helpdesk who refferred me to asus who refferred me to asus tech se… read more
spoonz123
spoonz123
Company director/Engineer
City & Guilds 224
1 satisfied customers
Hello, I have a custom built gaming rig, but its a couple
Hello, I have a custom built gaming rig, but it's a couple years old and I really need to upgrade it without spending an arm and a leg. I figure if I just upgrade the RAM and the graphics cards, that … read more
Molinari
Molinari
Professional Tech Expert
CompTIA A+ Certification
4,157 satisfied customers
I purchased windows7 to install on my desktop and laptop computers.
I purchased windows7 to install on my desktop and laptop computers. Both are/were running Vista. The upgrade installed perfectly on my desktop and I am pleased with the result but I am having difficul… read more
Computer Engineer
Computer Engineer
Master in Computer
318 satisfied customers
Hello, Im trying to install Microsoft Office on my new mac.
Hello, I'm trying to install Microsoft Office on my new mac. I'm using a disc which I bought in 2004. I get to the end of the installation and it says - most paradoxically - that in order to "upgrade … read more
Julio
Julio
Bachelor\u0027s Degree
394 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x