Computer

For Online Computer Support, Ask a Computer Technician

Ask a Computer Expert,
Get an Answer ASAP!

I got hacked. I now have a password that will not let me get…

Customer Question
I got hacked....

I got hacked. I now have a password ***** will not let me get into my computer. I can't use my keyboard, other than the up and down keys, or my mouse.

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

HP XP I am not sure of the model.

Technician's Assistant: What have you tried so far with your computer?

I tried to get into it using safe mode, but it still asks for the password. I have tried using the esc key on startup, but see nothing there that will allow me to remove the password

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

Yes. I am a number two pencil in a dot com world

Submitted: 2 months ago.Category: Computer
Show More
Show Less
Ask Your Own Computer Question
Customer reply replied 2 months ago
HELLO. I was told I would get someone to talk to in 8 minutes.....It has been over 30 and I still have had no response
Answered in 37 minutes by:
4/3/2018
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago
Pete
Pete, Computer Engineer
Category: Computer
Satisfied Customers: 20,165
Experience: CISCO certified, Microsoft proficient, computing expert.
Verified

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Sorry for the delay; which password ***** you having difficulty with?

Ask Your Own Computer Question
Customer reply replied 2 months ago
Startup
Customer reply replied 2 months ago
You can't connect with me. I can't sign in to even get my desktop
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

That's ok, you can ignore any automated offers that may pop up - they are sent automatically by the site.

Ask Your Own Computer Question
Customer reply replied 2 months ago
I am on my laptop now
Customer reply replied 2 months ago
Well............any suggestions?
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

So it is the Windows XP login password ***** you are having difficulty with, correct?

Have you checked that you are using the correct lower or UPPER case letters, and NUM LOCK is turned on if necessary?

Ask Your Own Computer Question
Customer reply replied 2 months ago
My keyboard will not work until I put in a password
Customer reply replied 2 months ago
the up and down arrow keys work as well as the enter key, If I press the esc key on startup, it opens up my options, and I can work within that menu, but I can't do much else
Customer reply replied 2 months ago
Are you still there?
Customer reply replied 2 months ago
Hello Are you still there?
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Yes I am here

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Can you see a model number anywhere on the computer?

Ask Your Own Computer Question
Customer reply replied 2 months ago
Well? What do I do?
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

I need to know what type of computer it is and what type of keyboard you are using with it.

  • Can you see a model number anywhere on the computer?
  • What is the model number of the keyboard?
Ask Your Own Computer Question
Customer reply replied 2 months ago
2ua2071676
Customer reply replied 2 months ago
It is an old HP
Customer reply replied 2 months ago
h2u37US#ABA
Customer reply replied 2 months ago
The last number is ***** product number.
Customer reply replied 2 months ago
The computer worked fine up until I got scammed. If you can just tell me how to get rid of the startup password ***** I will be fine.
Customer reply replied 2 months ago
Any suggestions?
Customer reply replied 2 months ago
I have been on here for over an hour and still have nothing.
Customer reply replied 2 months ago
Are you going to help me or not?
Customer reply replied 2 months ago
Are you still there? My time is valuable and I have spent over an hour here. Can you help me or not?
Customer reply replied 2 months ago
ARE YOU STILL THERE? HELLO.
Customer reply replied 2 months ago
At least have the courtesy to answer me.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Hello

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Sorry for the delay

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

I am still here

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

I have been looking into this for you.

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

I cannot find any information at all on those model numbers.

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Are you sure they are correct? Can you attach some photos of them?

Is it a wired or wireless keyboard?

Ask Your Own Computer Question
Customer reply replied 2 months ago
Wireless, but the problem isn't with my hardware. The problem is with the programming
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

You said "My keyboard will not work until I put in a password"

So can you try putting in a password ***** a wired keyboard instead?

Ask Your Own Computer Question
Customer reply replied 2 months ago
I hooked up a wired keyboard to the computer and there was no difference.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Ok that is odd - so even a wired keyboard will not allow you to type any characters to enter the password?

Ask Your Own Computer Question
Customer reply replied 2 months ago
The scammers installed this stupid prompt asking for a password ***** would not tell me what it was unless I paid them a hundred dollars. I refused. Now I need to undo what they did. I am sure there must be something I can do in my settings to remove this prompt and no longer have this problem.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Ahhh ok so the computer was infected with ransomware, and they disabled the computer from working when you refused.

The ransomware encryption is extremely secure and there is no way around it.

The only way to recover is by resetting the computer and wiping everything on it.

Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago
Ask Your Own Computer Question
Customer reply replied 2 months ago
I do not have the discs.
I can press the esc key on startup and get to a menu, but I don't know what to do then to get rid of this prompt.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

You will need to try to get into Windows recovery mode and run a repair or a reinstall.

If you don't have the discs you can create a Windows recovery disc on any other machine that is running the same version of Windows.

Ask Your Own Computer Question
Customer reply replied 2 months ago
yeah.....but I lose all my information that way. Surely there is something I can do other than scrap 3 years worth of work
Customer reply replied 2 months ago
My keyboard will allow me to use the esc key, F8, and F2 on startup. The arrow keys work when I am in one of the menus, but the letter and number keys will not even respond when I get to that darned prompt. There SURELY MUST BE SOMETHING I can do to resolve this issue without losing all my data
Customer reply replied 2 months ago
The keyboard works fine when I am in one of these menus, but will not do anything upon startup without going to them. HELP
Customer reply replied 2 months ago
I contacted Microsoft, but they said they no longer supported XP...Basically they wanted me to buy a new operating system. I love XP and have no intentions of changing if I can get by without it. So.........Give me some other options that do not require me to lose all my data. I am 65 years old and have trouble remembering what I did yesterday. There is no way I can replicate the data I would lose.
Customer reply replied 2 months ago
HELP
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

I have been dealing with Ransomware cases for over 5 years, and the only possible recovery methods are:

1. Pay the ransom, or

2. Wipe the system, and recover from a backup if you have one.

Ask Your Own Computer Question
Customer reply replied 2 months ago
SHIT. No way I am going to pay anyone to screw me......I don't even do that with women...but that is another story for another time. Well then....how do I create a disc from my other computer to reload XP into this box?
Customer reply replied 2 months ago
I have a monster computer in the house and can write CDs or anything else. It is loaded with XP. Tell me what to do
Customer reply replied 2 months ago
Well? I am waiting.
Customer reply replied 2 months ago
HELLO
Customer reply replied 2 months ago
Well, I am waiting.................Tell me what to do
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago
The steps involved are quite complicated and not suitable for novice users as they involve copying and updating operating system files, which could render your computer unusable if done incorrectly. If you wish to create an image of the Windows XP files to use as a bootable disk, ask a qualified IT technician to assist.
Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago
Or try it yourself:
1. Insert the blank CD into your computer’s CD burner drive.2. Launch your CD burner software if you are using an application that did not ship with your operating system.3. Click on the Windows Start button and then select the “My Computer” option from the Start menu.
Ask Your Own Computer Question
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago
4. Right-click on the name of the CD under the “Devices With Removable Storage” section and click on the “Format” option on the menu. Formatting will erase any information that was stored on the disk, so be sure you’re using a blank CD-R or that you have made a backup copy of any information that you had stored on the CD-RW.5. Click on the “Create an MS-DOS Startup Disk” from the list of options.6. Click on “Start” to create the startup CD
Ask Your Own Computer Question
Customer reply replied 2 months ago
basically, I would be better off to find some XP software discs and start all over........I can get the discs....but I certainly hate to lose all my info.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

Do you have a backup of the info, e.g on the cloud?

Ask Your Own Computer Question
Customer reply replied 2 months ago
No
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

So no backup plan for your important data even if the PC got stolen or damaged or corrupted?

Ask Your Own Computer Question
Customer reply replied 2 months ago
No. I am lost
Customer reply replied 2 months ago
I think I will call it a day...................I really wish you could have helped me, but you didn't tell me anything I didn't already know I could do to resolve the problem.
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

A ransomware infection is a critical system failure.

Most companies will choose not to pay the ransom, however those that don't have a backup available may feel that they have no choice.

Ask Your Own Computer Question
Customer reply replied 2 months ago
I will be required to ask for a refund from your company. I spent about 3 hours here and got ZERO help. I have your name and will be reporting this malfunction on your behalf to your company
Tech Support Specialist: Pete, Computer Engineer replied 2 months ago

You did get help sir.

I answered your questions.

They may not be the answers you wanted, but they are correct sir.

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 Pete Your Own Question
Pete
Pete
Pete, Computer Engineer
Category: Computer
Satisfied Customers: 20,165
20,165 Satisfied Customers
Experience: CISCO certified, Microsoft proficient, computing expert.

Pete 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 am unable to sign into my aol gold account. Web browser.
why an email expert, I need the sign in page for aol gold?… read more
Aparna Indresh
Aparna Indresh
Engineer
Electronics & communication engineering
111 satisfied customers
I received a phone call from the Amazon Fraud Protection
I received a phone call from the Amazon Fraud Protection Unit, but I was unable to decipher what the agent gave as a phone number. His extension was, I thin, 465129 and his r reference was to a credit… read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
969 satisfied customers
I have being trying to change my Apple Password but it won't
I have being trying to change my Apple Password ***** it won't accept it … read more
GeekGal
GeekGal
IT Director
Bachelors Degree
545 satisfied customers
My Toshiba laptop is telling me I have to insert the
My Toshiba laptop is telling me I have to insert the original disk. As I have put it in a safe place and I cant remember where the safe place is right now is there any way I can access it without the … read more
D.Sandlin
D.Sandlin
Support Technician
6,708 satisfied customers
I have an account that will text me a number that will allow
I have an account that will text me a number that will allow me to access my emails my # is(###) ###-####when i get the # I can enter the first four digit and I cannot enter any more I enter 919- and … read more
Mirza Vaseem
Mirza Vaseem
Bachelor\u0027s Degree
10 satisfied customers
I would like to cancel Fancy Emoji Plus,and I can't find out
I would like to cancel Fancy Emoji Plus,and I can't find out how after 10 hours of trying. … read more
murpmi00
murpmi00
BS of Science
4 satisfied customers
Forgot password. Google
forgot password JA: What application are you using? Customer: google JA: Have you installed any updates recently? Customer: yes JA: Anything else you want the Microsoft Office Expert to know before I … read more
UranIT
UranIT
IT Consultant, Network and System Admin
Associate Degree
931 satisfied customers
I need assistance in configuring my Forex MT4 account, with
I need assistance in configuring my Forex MT4 account, with my VPS and then connecting it to the Forex London Breakout system. I need to know if you do this kind of work and what your fees for service… read more
jeffreybongers
jeffreybongers
ICT Support 1/2/3/ Line
Information Technology
419 satisfied customers
Trying to transfer data from one curve to another, message
trying to transfer data from one curve to another, message says device not supported … read more
Ameen Khan
Ameen Khan
Senior IT Support Specialist
Information Technology Management / Computer Science
30 satisfied customers
Someone sent a message about getting their drugs back. Ive
Someone sent a message about getting their drugs back. Ive been told ive been hacked. Dont know how to so whatever. Help … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
969 satisfied customers
Well actually its my mobile phone. I accidentally wiped out
well actually its my mobile phone. I accidentally wiped out all my contacts and apps when I reset the phone to factory settings … read more
Michael
Michael
CEO
Master\u0027s Degree
203 satisfied customers
My Microsoft password will not work & I can't get it to
My Microsoft password ***** not work & I can't get it to change. … read more
Aparna Indresh
Aparna Indresh
Engineer
Electronics & communication engineering
111 satisfied customers
I forgot my Apple ID password. A few days ago
I forgot my Apple ID password JA: When did you last change your password ***** Apple ID? Customer: A few days ago JA: Did you try resetting through Apple's online account reset tool? Customer: No JA: … read more
Aparna Indresh
Aparna Indresh
Engineer
Electronics & communication engineering
111 satisfied customers
I do not want this to show up on line or a blog OK? Toshiba
I do not want this to show up on line or a blog OK ? … read more
Bhavik Joshi
Bhavik Joshi
Computer Science and Engineering
890 satisfied customers
Its my Ipad. it wont take my passcode. Im not sure. Just
just tonight. I tried pushing my sleepbutton and my power button, plugged it in to my computer and pushed restore … read more
John T. F.
John T. F.
Self-employed Business Owner
Two Decades Field Experience
1,041 satisfied customers
Can't get in - don't remember password and won't let me in
can't get in - don't remember password ***** won't let me in with correct first name of nephew … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,438 satisfied customers
Cannot update 39 apps. I need Apple ID for. I don't
Cannot update 39 apps. I need Apple ID for***@******.*** … read more
William Harder
William Harder
SR Sytems Engineer
Technical School
49 satisfied customers
I have a frocen page on Windows Ed. Cober. Windows 7
I have pulled the plug twice and it still ps there … read more
Aaron B
Aaron B
Computer Repair Technician
High School or GED
429 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