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I cannot get the login password I need to reset the

Customer Question
I cannot get the...

I cannot get the login password ***** need to reset the password

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

I need to reset the password ***** my HP laptop

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

Model 15-ay103dx os microsoft

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

No I have not installed any updates. I have tried all passwords I have recently used

Submitted: 3 months ago.Category: Computer
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Answered in 53 minutes by:
3/26/2018
Tech Support Specialist: Byron, Computer Support Specialist replied 3 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.

When you start or re-start the computer and arrive at your login screen,

Below your user name do you see an e-mail address listed in smaller print?

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Customer reply replied 3 months ago
No
Customer reply replied 3 months ago
when do I get some assistance?
Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago
Elgin Vega
Elgin Vega, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 191
Experience: Tech Support Analyst at Dell
Verified

Hi, my name is***** will try my best to help you with this request.

What operating system is installed in your computer?

How do you log to windows, using a Microsoft account or using a local user?

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Customer reply replied 3 months ago
I have windows 10. I guess I have Microsoft
Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

If you use your e-mail address is a Microsoft account, if you use just a username it is local.

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Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

Can you confirm how you log in?

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Customer reply replied 3 months ago
When I turn it on it asks for my password. No user name. It does not require a username or email address
Customer reply replied 3 months ago
Can you remote into my computer?
Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

If the computer doesn't have internet, I cant connect.

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Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

So is ask for a password ***** the windows screen?

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Customer reply replied 3 months ago
My computer is hookd to the internet. The background picture comes up, then a window asking for password
Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

Ok, To the bottom right corner you will see the reset/shutdown button.

Restart the computer while holding shift key.

Hold the shift key until you see the windows recovery menu.

Lets try to reset password.

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Customer reply replied 3 months ago
It will not reboot with the shift key held down. Just continues to show. Restarting. When I release the shift key, it completes the reboot.
Customer reply replied 3 months ago
I am going to bed. It is 2:00 am.
Tech Support Specialist: Elgin Vega, Computer Hardware Engineer replied 3 months ago

I will opt out and let other expert to help you since Im out of ideas

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Customer reply replied 3 months ago
Please refund my $5.00. I did not get any resolution.
Tech Support Specialist: Josh, Support Specialist replied 3 months ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 21,926
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hello:

I'm so very sorry it took so long for someone to offer assistance to you. My name is ***** ***** I've just come online and saw your question waiting. Before we start, can you please confirm if you still need assistance with your question? Thank you!

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Customer reply replied 3 months ago
I have an appointment with the Geek Squad tomorrow. So no longer need help.
Tech Support Specialist: Josh, Support Specialist replied 3 months ago

OK

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