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Can’t log on. Dell desktop. Don’t know. The mouse froze at 3…

Customer Question
Can’t log on Technician's...

Can’t log on

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

Dell desktop

Technician's Assistant: What Dell model do you have? And the Operating System (OS)?

Don’t know

Technician's Assistant: How long has this been going on with your Dell? What have you tried so far?

The mouse froze at 3 today and can’t get on since. the screes is asking for a password. Production core is the box which is asking for the password

Technician's Assistant: What Dell do you have? And the Operating System (OS)?

Don’t know or Xps

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

Every password ***** can think of. Trying to log on through other networks which have appeared as choices. none of those work either as I don’t have codes or passwords for them

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

What is this “production core”

Submitted: 3 months ago.Category: Computer
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Answered in 4 minutes by:
5/8/2018
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: 41,216
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. Is it asking for the Wi-Fi / wireless / network security key / password? Please shut down / restart the computer and check.

What is the make / model of your Internet modem/router device?
Do you have a laptop / wireless computer that is currently connected via wireless? If yes, does it have Windows xp, vista, or 7, 8, 10, or Mac?
Please reply at the box below. Thank you.

Ask Your Own Computer Question
Customer reply replied 3 months ago
S2409
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago
  1. Is it asking for the Wi-Fi / wireless / network security key / password? Please shut down / restart the computer and check.
  2. What is the make / model of your Internet modem/router device? Who's your internet service provider?
  3. Do you have a laptop / wireless computer that is currently connected via wireless? If yes, does it have Windows xp, vista, or 7, 8, 10, or Mac?

Please reply at the box below. Thank you.

Ask Your Own Computer Question
Customer reply replied 3 months ago
I paid with a current debit card. I want to be remotely connected and learn how to connect myself
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Are you currently communicating with me at this page on a working computer or on a tablet or smartphone, etc.?

Ask Your Own Computer Question
Customer reply replied 3 months ago
Don’t have a laptop here. Don’t know OSThe payment info is current- it’s a debit card
Customer reply replied 3 months ago
phone
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Can you please check at the back / bottom of your internet modem / router device(s) for the model of it?

Ask Your Own Computer Question
Customer reply replied 3 months ago
S2409w why not call me ?(###) ###-####
Customer reply replied 3 months ago
Dell the above is the model no.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

I do live online support. No, not the computer model, but the model of your internet modem / router device(s). Who's your internet service provider?

Ask Your Own Computer Question
Customer reply replied 3 months ago
don’t know. maybe xps
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Who's your internet service provider, such as Comcast, AT&T, etc.?

Ask Your Own Computer Question
Customer reply replied 3 months ago
comcast is the internet provider
Customer reply replied 3 months ago
if the debit charge was refused, I can call the bank
Customer reply replied 3 months ago
I do prefer you troubleshoot.
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Can you please check at the back / bottom of your comcast internet modem / router device to see if there is any passphrase / key / password *****? It is case-sensitive. Thank you.

Ask Your Own Computer Question
Customer reply replied 3 months ago
can’t find modem unless it’s the large tower
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Comcast gave you the internet modem previously. It should be some where in your house. There is a TV / coaxial cable connected to that comcast internet modem, thanks.

Ask Your Own Computer Question
Customer reply replied 3 months ago
I am in my office and there’s no modem. I have searched for it
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Is your computer asking for the Wi-Fi / wireless / network password?

Ask Your Own Computer Question
Customer reply replied 3 months ago
no, the “Production Core” password
Tech Support Specialist: Viet - Computer Tech, Computer Support Specialist replied 3 months ago

Press and hold the Power on / off button on your dell computer for about 20 seconds, then turn it back on and check, thanks.

Ask Your Own Computer Question
Customer reply replied 3 months ago
No change. Still requesting a password in the Production Code box.
Customer reply replied 3 months ago
thought you were going to remotely troubleshoot
Customer reply replied 3 months ago
I need help right now, not in 24 hours
Customer reply replied 3 months ago
I still can’t log on
Customer reply replied 3 months ago
My bank said your company did withdraw the funds so what is the holdup?
Customer reply replied 3 months ago
I started this process at 11:30 pm.This feels like a ripoff
Customer reply replied 3 months ago
do no more. I solved the problem
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