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Scott, MIT Graduate
Category: Homework
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Experience:  MIT Graduate (Math, Programming, Science, and Music)
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My name is. I have an Eee PC which I bought in the Phils. I

Customer Question

Customer: My name is***** have an Eee PC which I bought in the Phils. I was upgrading to window 10 and when I got back, Asus was asking for a password. I dont remember my password, if there is because my son was the one who set this up and I am in the US now. Am locked out and I dont know how to unlock it. I need to get to my files. Pls help.
JA: Thanks. Can you give me any more details about your issue?
Customer: What details? Model1015PEM Serial #: A90AAS193643
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Submitted: 1 year ago.
Category: Homework
Expert:  Byron replied 1 year ago.

Hi Lolita. My name is***** you for your question and the opportunity to assist.

When you restart the machine,

is there an email address showing on the login screen as well as a place to enter your password?

Customer: replied 1 year ago.
This is what is in the screen. It says, Hi there, welcome back! There is an Asus logo, my name, Lolita and a box for password. Below the page on the left side says,( in very small type)I'm not Lolita and letters ENG. On the right side is a box that says Next.
Customer: replied 1 year ago.
I contacted my son and he suspects that the instrument is being suspected to be stolen or not in the hands oLolita, the owner.
Expert:  Byron replied 1 year ago.

Please restart the laptop and let me know if the screen has changed.

Customer: replied 1 year ago.
the screen shows no chance for me to do anything.
Expert:  Byron replied 1 year ago.

If you restart it does the same screen still come up?

Customer: replied 1 year ago.
No. Cant afford to pay more.
Expert:  Byron replied 1 year ago.

I'm not asking you to pay more. Ignore those pop-ups.

Hold down the power button to shut the laptop down.

Restart it and let me know if the same screen comes up.

Customer: replied 1 year ago.
same screen showed.
Expert:  Byron replied 1 year ago.

Hold down the Shift key and while holding it down click the Power icon in the far lower right corner and select Restart.

Release the Shift key when you see "Please Wait"

Customer: replied 1 year ago.
Power icon on the screen or on the keyboard? I dont see anything else on the screen.
Customer: replied 1 year ago.
My power button is on the upper right hand corner of the keyboard.
Customer: replied 1 year ago.
The screen display doesnt change at all.
Customer: replied 1 year ago.
The computer doesnt turn off, actually. No movement at all from the start.
Customer: replied 1 year ago.
Is there any way I can retrieve the password? or get a new one?
Expert:  Byron replied 1 year ago.

Hold the power button down until it shuts off. It takes about 5 seconds.

Customer: replied 1 year ago.
strange, it would not shut off.
Expert:  Byron replied 1 year ago.

Hold it down longer.

Customer: replied 1 year ago.
Still holding it down. How much longer?
Expert:  Byron replied 1 year ago.

It should have shut off by now. Let go.

Expert:  Byron replied 1 year ago.

I'm not sure what is going on with this.

I do know that it is not a Windows 10 screen. It sounds like some kind of hard drive password ***** been set but I'm not even sure of that. Since I'm obviously not familiar with what this is I'll open it up to all the other experts. Maybe one of them has seen this before. You'll receive an email notification when one responds.

Customer: replied 1 year ago.
Ok. Back in the same screen. Asking for password.
Customer: replied 1 year ago.
If this is not resolved in 24 hrs or so, can I get my money back?
Customer: replied 1 year ago.
I took off the battery. It might restart.
Customer: replied 1 year ago.
Dont go yet.
Customer: replied 1 year ago.
We restarted the computer. There is a logo of windows.
Customer: replied 1 year ago.
The same screen showed up. Still asking for password
Customer: replied 1 year ago.
I think, the only way is to retrieve the password ***** Asus. Can we do that?
Customer: replied 1 year ago.
OK. Just give me back my money. Thanks for trying.