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Problem with password reset; computer does not recognize new…

Customer Question
Problem with password *****...

Problem with password *****; computer does not recognize new password. Have tried twice.

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

HP all-in-one; Windows 10.

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

There are updates from time to time; other than that, I have no specific info. I am on a backup computer; not the one I'm having a problem with. I just reset the problem computer following a virus attack.

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

I am getting more frustrated by the minute; is that enough?

Submitted: 3 months ago.Category: Computer
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Answered in 1 minute by:
3/19/2018
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago
arsufi2002
arsufi2002, Computer Support Specialist
Category: Computer
Satisfied Customers: 1,748
Experience: MCSE, RHCE, IBM System X Server Certified
Verified

Hi,

My name is ***** ***** of the expert in computer category. I am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.

Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected

Please find reply box below to post your response

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Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Is that you forget password ***** the PC which is reset recently?

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Customer reply replied 3 months ago
I did NOT forget the password.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

ok..

Then what's the problem

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Customer reply replied 3 months ago
What I need you to understand is that I am communicating with you on a working backup computer, because the computer with which I am having the problem is effectively useless, owing to the nature of the problem. Am I making myself clear?
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

ok..

I got it

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Customer reply replied 3 months ago
I should add that this computer and the one having the problem are on the same LAN.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

could you mention the issue having on other PC?

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Customer reply replied 3 months ago
Is there any way I can speak to a live person over the telephone?
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Hope i can provide you better assistance if you could share me the problem in detail

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Customer reply replied 3 months ago
I need a few minutes to work out an answer to your question. Please bear with me; this is very complicated.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

of-course.. take your time

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Customer reply replied 3 months ago
I'm not even sure I've turned to the right people for help, but I'll pursue this as far as I can...
I have two computers. I am communicating through my backup (Pavilion 20) for reasons that should be obvious. I am totally locked out of the problem computer because of the password ***** The problem computer is not a Pavilion 20, it's something else; all I know is it's a newer HP All-in-One. The two are on a modem/router from Fairpoint Communications, I guess you'd call it a LAN network. If I didn't have this backup, I would be totally f***ed.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

ok...

Is HP all in one PC beside you?

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Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Also tell me, whether you have personal data on that PC?

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Customer reply replied 3 months ago
The problem started when I found that File Explorer and Control Panel would not launch and I suspected a nasty virus infection, so I followed the "Reset PC" procedure, and when it was done, I tried logging into the computer ("compA") with my usual password, but compA didn't recognize it, so I followed the "I forgot my password" procedure (with much toil), got into my email on this backup computer ("compB"), picked up the email with the security code, entered the code on compA, then entered the new password ***** login, but compA said the password ***** incorrect. I have repeated this process twice and gotten the same result.
Customer reply replied 3 months ago
I have some.
It would be nice to have Secure Remote Assistance, but how you're going to connect with compA without running afoul of compB (this one) I cannot imagine. I obviously don't want to lose this connection.
Customer reply replied 3 months ago
The HP All-in-One (compA) is beside me, yes.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Can you try resetting with a new code?

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Customer reply replied 3 months ago
Do you mean to repeat the procedure for "I forgot my password"?
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Yes

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Customer reply replied 3 months ago
OK, just give me a few moments...
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Take your time. Make sure you put a simple password ***** the new one. You can change it later. Also make sure the caps lock is off

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Customer reply replied 3 months ago
Have clicked on "I forgot" etc...
Have verified the account email address and entered the letters...
Have entered hidden part of email address, am now retrieving code from email here...
Have entered the code, will now enter new password...
It's telling me "All set!", password ***** successfully; will now click on "Next"...
Am now back to login screen, will now enter new password...
It is telling me "That password ***** *****"
Customer reply replied 3 months ago
You're taking quite a while to respond; I hope you're not going to tell me that compA will have to be replaced...?
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

May i know the password ***** have entered as the new one

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Customer reply replied 3 months ago
Isaacsmall01
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Is that initial I in uppercase?

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Customer reply replied 3 months ago
Starts with uppercase "I".
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

can you try a password ***** all numbers... no letters or special characters.

Also use the number keys on the top of your keyboard not on the right side(if you have one).

Can you try that?

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Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

You can change the password *****

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Customer reply replied 3 months ago
OK, starting now...
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Okay

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Customer reply replied 3 months ago
New password *****; wants "strong" password, "combine uppercase letters, lowercase letters, numbers, and symbols".
Customer reply replied 3 months ago
In the meantime, I'm looking online for a competent PC repair place; it's starting to look like I'm going to need one.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

In that case can we try resetting the pc once more?

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Customer reply replied 3 months ago
I can reset compA from outside Windows, which is what I did previously. I will advise when it's done.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Can you tell me how you did that, just to make sure you are doing it correct.

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Customer reply replied 3 months ago
I shut down compA, started back up, kept pressing Esc until blue start-up option screen, pressed F11 for reset. This time, have pressed F2 for diagnostics, am running a System Quick Test; should be done in half hour, if you've got the time.
Customer reply replied 3 months ago
If not, I can press Esc to cancel Quick Test any time; PC reset would take about an hour.
Customer reply replied 3 months ago
compA's product ID is 22-b016.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

No need for the diagnostics, carry on with the reset

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Customer reply replied 3 months ago
Reset in progress. My original password ***** the trouble started worked.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Great

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Customer reply replied 3 months ago
We're not out of the woods yet; when the reset is done, I'll have to enter a password ***** get into Windows 10. I was at that point when my password ***** longer worked.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Lets wait till its done

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Customer reply replied 3 months ago
The reset is done. Shall I now try to log into Windows?
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

Yes

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Customer reply replied 3 months ago
It says my password ***** ***** We're back where we started.
Tech Support Specialist: arsufi2002, Computer Support Specialist replied 3 months ago

In that case, i will go ahead and opt out of the question so that another expert can help you better

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Customer reply replied 3 months ago
It says "Make sure you're using the password ***** your Microsoft account. You can always reset it at account.live.com/password/reset ." On what computer am I expected to be on when I go there?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago
Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 40,501
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. I'm another tech; I will help you with this.

Is it showing an email address on the problematic computer?
Please reply at the box below. Thank you,

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Customer reply replied 3 months ago
The problem computer, hereinafter referred to as "compA', says "Make sure you're using the password ***** your Microsoft account. You can always reset it at account.live.com/password/reset". Which computer am I expected to be on when I do this--this one, hereinafter referred to as "compB", or the one that's having the problem, where I can't even get into Windows to do anything?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Is it showing a name / username and an email address on the problematic computer?

Can I connect remotely to your working computer, so that I can fix your problematic computer's password ***** directly through your working computer for you?
Please reply at the box below. Thank you,

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Customer reply replied 3 months ago
No.
Customer reply replied 3 months ago
Actually, it displays my full name and a password ***** box.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Please shut down / restart the computer, then see if it shows an email address. Thank you.

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Customer reply replied 3 months ago
No change.
Customer reply replied 3 months ago
Looks like that virus did a lot worse damage than just take out the File Explorer.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

What's the exact error or message when entering your computer's login password?

Do you need any data / files on the problematic HP Windows 10 computer?

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Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

It looks like Windows is corrupted. Is it okay to reset the computer fresh, so you can re-set it up fresh, like brand-new?

Please reply at the box below. Thank you.

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Customer reply replied 3 months ago
I need EVERYTHING on that computer. Are you telling me I'm going to have to take it to a PC repair place to offload the hard drive?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Wait, I have a solution to try first.

  1. Shut down your HP computer.
  2. Turn it back on, then right away, keep pressing & releasing the key F11 quickly and repeatedly on the computer's keyboard until a menu appears.
  3. Select option Troubleshoot.
  4. Select option Recovery Manager. Then select option System Recovery.
  5. Then select option to back up files first and continue.

- Do you see a menu / the Troubleshooting option when trying the above steps?

Please let me know. Thank you.

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Customer reply replied 3 months ago
I am in "Recovery Manager". I see a "File Backup" option.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

That looks good, please continue with the file backup option.

Please let me know. Thank you.

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Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Is it doing file backup now?

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Customer reply replied 3 months ago
It has been in the "File Preparing" phase for at least 15 minutes now. No evidence of any hard drive activity. Is that normal?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Did it ask you where to back up?

Do you have an external USB hard drive connected?

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Customer reply replied 3 months ago
No. I am trying to go to the built-in DVD drive; I have a blank standard single-layer DVD+R mounted. There is no error message, just "File Preparing...Please wait", and no detectable activity. I am not compressing.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Hmm, backup may not work with the blank DVD. Can you try again using an external USB drive or a USB flash drive?

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Customer reply replied 3 months ago
I have never invested in an external USB storage device. Why would the DVD drive not work?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Maybe windows is corrupted, so it cannot burn to blank DVD disks.

When you do the file backup, does it let you back up to the C: drive? If no, do you have a USB flash drive / thumb drive?

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Customer reply replied 3 months ago
What part of "I have never invested in an external USB storage device" are you not getting?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

I'm sorry, I mean, there are USB hard drives and USB flash drives. Can you get one to do backup? Thank you.

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Customer reply replied 3 months ago
Are you telling me I'm going to have to go out and buy one somewhere?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Sorry, yes, or borrow one, unless you want to reset the computer without doing file backup. I recommend to back up your data / files regularly in the future. You never know something will go wrong with any computer. Thank you.

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Customer reply replied 3 months ago
Have my symptoms been consistent with hard drive failure?
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

I don't think so, usually, in this case, Windows is just corrupted (from the virus attack.)

Please get back to me whenever you can, so we can continue. Thank you.

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