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I'm locked out of my pictures, videos and music folders. How…

Customer Question
I'm locked out of...

I'm locked out of my pictures, videos and music folders. How did this happen and how do I fix it?

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

My laptop is windows 10

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

Acer Aspire v5

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

Not recently, no. I haven't tried much.

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

Does this cost?

Submitted: 27 days ago.Category: Computer
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Answered in 5 minutes by:
3/25/2018
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago
UranIT
UranIT, Network Administrator
Category: Computer
Satisfied Customers: 1,025
Experience: Network and System Administrator, IT Consultant
Verified

Hello and thanks for using JustAnswer.com, my name is ***** ***** I will try my best to assist you.
Keep in mind that we are not a free service and require payment for our work, which is guaranteed. If you do not wish to pay for our assistance - please let me know now.
You may see some automatic pop-up with offers for Membership or Remote Assistance, please ignore or close them if you do not want it. I have no control over those offers.
Please allow me a minute to review your question and prepare an answer, or I may ask more questions for clarification

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Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

Do you use PC? If so, which version of Windows do you use, 7, 8, 10?

What exactly happened before you got locked out?

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Customer reply replied 27 days ago
I can't remember anything happening...all of a sudden I wasn't able to access my pictures videos and music
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

Are those files on your PC or in the "cloud"?

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Customer reply replied 27 days ago
Pc
Customer reply replied 27 days ago
Some are in the cloud
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

May I connect to your computer securely to troubleshoot the issue directly?
Once connected, I can troubleshoot the problem and resolve it right on your screen

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Customer reply replied 27 days ago
I don't want you to connect, just help
Customer reply replied 27 days ago
Hello?
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

Sure, type System Restore in your PC serach, launch it and restore system to earlier date

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Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

Here is more info on how to use System Restore. : https://www.lifewire.com/what-is-system-restore-2626022

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Customer reply replied 27 days ago
i cant get to my search
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

You can also get System restore from PC start up, read this article for the options to do it yourself : https://www.lifewire.com/what-is-system-restore-2626022

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Customer reply replied 27 days ago
what if this doesnt work?
Customer reply replied 27 days ago
when i click on the windows icon i don't get the search bar
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

If you cannot do it yourself, ask a friend who knows about PC to help, or bring it to local computer store. or I can help by remoting into your PC. Its your choice.

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Customer reply replied 27 days ago
thanks, ***** ***** can't afford $39. how do i find the search bar
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

It comes up after you hit Start

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Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

I will send you a discounted offer for remote connection

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Customer reply replied 27 days ago
My bank account shows that I was debited $5, which I agreed to and $42 which I did not. What does this mean?
Customer reply replied 27 days ago
Also I clicked on a free 7 day offer
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

It means that you did not fully read our pricing. Check with Customer service if you are confused: http://ww2.justanswer.com/contact-us

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Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

We are industry experts and do not work for $5

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Customer reply replied 27 days ago
Thanks. this is why i don't like doing things like this....there's always a scam of some kind involved....hidden in the small print. so basically I'm on my own, right?
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

I gave you multiple options for help. which one you pick is up to you.

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Customer reply replied 27 days ago
i understand that you're experts, and i would think that your fee would be covered by the company
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

All our fees are covered by you. we are independent experts

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Customer reply replied 27 days ago
i will review everything and look at your advice. i will reserve my rating until then.
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

no problem, take your time. we are not going anywhere and here to assist

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Customer reply replied 27 days ago
thank you for your help so far.
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

sure, read articles I sent , there are a lot of info there.

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Customer reply replied 27 days ago
will do, thank you
Tech Support Specialist: UranIT, Network Administrator replied 27 days ago

you are welcome

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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.

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