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I am unable to log on to my PC

Customer Question
I am unable to log on to my PC
Submitted: 2 years ago.Category: Email
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Answered in 2 minutes by:
6/30/2015
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Kamil Anwar
Kamil Anwar, Exchange & Email Consultant
Category: Email
Satisfied Customers: 6,877
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified
Hello & Welcome to JustAnswer.
Is it the email you're not able to log into or is the initial login to login to the computer? And is it windows 8?
Thanks
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Customer reply replied 2 years ago
Yes, the initial login and yes, I have Windows 8.1
Customer reply replied 2 years ago
I was told by the Geek Squad that I'm probably locked out because I tried entering my password ***** many times
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
What is your email address associated with your Windows computer?
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Customer reply replied 2 years ago
***@******.***
Customer reply replied 2 years ago
I am not on that computer right now. I am on another one in my husband's office. He does not have Windows 8.1.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
do you have access to your number ending in 40?
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Customer reply replied 2 years ago
What do you mean access to number ending in 40?
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
There is a phone number associated with your account.
I need to know if you have access to any of the following:
Your comcast email address (any where you can access this email to check it)
OR the phone/cell phone number which has the last two digits as 40
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Customer reply replied 2 years ago
Yes, my phone number, a landline, is(###) ###-####
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
If you get call on this number now, can you take the call?
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Customer reply replied 2 years ago
Yes
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
You will get a call on this number with a code. Type the code to me here.
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Customer reply replied 2 years ago
(###) ###-####
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Now try to login with the password justanswer23 and let me know if it worked for you.
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Customer reply replied 2 years ago
Give me a few minutes while I go to another room. Thanks.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Take your time.
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Customer reply replied 2 years ago
No, it did not work
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
What's the error/message it gave?
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Customer reply replied 2 years ago
Can't sign in.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Is that the full/complete message?
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Customer reply replied 2 years ago
Hang on, I'll go write it down. Sorry about that
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Take your time. And tell me also if there is any important data on your PC? If not, we can reset it to factory defaults.
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Customer reply replied 2 years ago
Can't sign in to PC right now. Go to account.com to fix the problem or try last password ***** on your PC.
Yes, I have some important data on my PC, especially my Outlook files and I work from home doing transcription work for an insurance company as well as Excel file spreadsheets of showing files transcribed, length of time, etc. which are used to calculate my monthly work.
Customer reply replied 2 years ago
If you reset to factory default will that impact my existing files?
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Can you click the shutdown button on the corner, and shut it down. After it restarts, try to login with password *****
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Customer reply replied 2 years ago
Okay, I'll try that. Give me a minute, Kamil. Just shut it down and restarted using justanswer23 at login. Got this message:
"PC offline. Please sign in with last password ***** this PC"
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Okay. do you remember the previous password ***** always used to login?
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Customer reply replied 2 years ago
Yes. adam11669
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Try adam11669 and see if that logs you in.
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Customer reply replied 2 years ago
Hold on.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Take your time.
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Customer reply replied 2 years ago
Nope, same message:
PC off line, please sign in with last password ***** this PC
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
How was this PC previously connected to the internet? wireless or wired?
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Customer reply replied 2 years ago
Wireless
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Okay. There should be a ethernet port on this system, can you locate a ethernet cable and connect this PC directly to the router's ethernet port? and then restart and check.
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Customer reply replied 2 years ago
Oh, God. First off, I don't know what an ethernet cable is. Our home office situation was that the modem, router, etc. are all in my husband's office and the system was set up so that we could share files. So I am in my husband's office right now. I am handicapped and cannot get down on the floor to check for cables, etc.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
I can tell you what the cable is and how to set it up, but if this is the case where we're unable to do this, then we won't be able to troubleshoot it to try and bring it online. So the next suggestion is to reset the pc to factory defaults which will erase everything and set the windows again (as new) if it worked.
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Customer reply replied 2 years ago
Would I lost my existing files?
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Yes, every thing on this PC will be deleted.
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Customer reply replied 2 years ago
Well, I can't afford to do that. I guess I'll have to get someone to come here and physically do this. I appreciate your efforts.
Email technician: Kamil Anwar, Exchange & Email Consultant replied 2 years ago
Thank you. I tried, and did all my best to get this resolved for you not knowing that circumstances doesn't allow us. However, once you have some one in, here's what you need to tell them:
"Need to connect PC to router directly via ethernet cable", this will give us direct connection to internet in order to sign in and then we can setup wifi.
Because right now, it seems like we do not have the wifi connection and windows 8 needs an internet connection to sign you in.
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Kamil Anwar, Exchange & Email Consultant
Category: Email
Satisfied Customers: 6,877
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Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.

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