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I cannot log on to my computer. HP envy laptop. Win 10. I…

Customer Question
I cannot log on...

I cannot log on to my computer.

Technician's Assistant: What device or product does this involve?

HP envy laptop

Technician's Assistant: What Operating System (OS) are you running on your Envy?

Win 10

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

I have never been able to log onto the laptop. It is brand new

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

I gave it a Microsoft account without knowing the password

Submitted: 4 months ago.Category: Computer
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Answered in 2 minutes by:
3/18/2018
Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,526
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified

Hello and welcome to JustAnswer, I look forward to assisting you today. If your laptop is new, you could reset it back to factory and start over.

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Customer reply replied 4 months ago
this is what I want
Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago

Since you are not able to log in to the computer you need assistance with, I will not be able to connect to it remotely.

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Customer reply replied 4 months ago
Just tell me how to reset to factory settings
Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago

Power it off then back on. As soon as it begins to power up start pressing the F11 key about once per second then let me know when you get to that point.

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Customer reply replied 4 months ago
I need any answer or cancel the agreement
Customer reply replied 4 months ago
Should I call discover and tell them to not accept the charge because you did not provide a service
Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago

I am providing you with an answer.

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Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago

Are you able to access Recovery Manager?

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Tech Support Specialist: Dan, Computer Support Specialist replied 4 months ago

Please let me know when you are ready to proceed and I will return as soon as possible to assist you.

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